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Call center savvy : how to position your call center for the business challenges of the 21st century

Author: Keith Dawson
Publisher: New York : Telecom Library, ©1999.
Edition/Format:   eBook : Document : EnglishView all editions and formats
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Genre/Form: Electronic books
Additional Physical Format: Print version:
Dawson, Keith.
Call center savvy.
New York : Telecom Library, ©1999
Material Type: Document, Internet resource
Document Type: Internet Resource, Computer File
All Authors / Contributors: Keith Dawson
ISBN: 192962980X 9781929629800
OCLC Number: 45844493
Description: 1 online resource (208 pages)
Contents: Introducing Your Call Center --
Looking Forward, Looking Back --
The Six-Stage Model Of Call Center Development --
Moving Your Center Forward --
Technology --
CTI and The Call Center: The 2% Solution --
Component-Based Architecture --
Sweet Suites: Inter-Application Automation --
Forecasting, Simulating and Routing --
Predictive Dialers Roll On --
Inside The New ACD --
A Dynamic Trio: 3 Technologies That Are Changing Call Centers: --
Speech Recognition: Ready For Prime Time --
"Virtual" Is Real --
Counting Customers Instead Of Calls --
The Internet Cometh --
E-Commerce and The Internet: The Customers Are Ready --
Is Internet Telephony Right For Call Centers? --
Web-Call Centers --
The Internet In The Call Center: A New Model --
Call Center Ops --
Fax: The Forgotten Process --
Standardizing Business Processes --
Call Center? Or "Customer Touchpoint"? --
Confronting Disaster In The Call Center --
Losing A Lifetime Customer: How The Call Center Can Be The Single Point Of Failure --
Monitoring: What Price Quality? --
Call Centers And The Wider World --
This Is A Global Industry --
Are Call Centers An Economic Indicator? --
Telecom Merger Mania: Why It's Good For Call Centers --
Sweatshops For The 21st Century? --
Building An Industry From Scratch --
Telemarketing: More Than A Phone Call --
Building The Call Center Of The Future --
The New Role Of The Call Center --
Customizing Every Interaction: What All This Technology Is Really Good For --
The Call Center, 2002 --
Tools For Success --
Call Center Resources.
Responsibility: by Keith Dawson.
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