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Call Center Savvy : How to Position Your Call Center for the Business Challenges of the 21st Century Preview this item
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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: Boca Raton, FL : CRC Press, 1999.
Edition/Format:   eBook : Document : English : First editionView all editions and formats
Summary:
"It's not just the technology, the people, or the customers. It's all three, and more: call centers are not just places where calls arrive. They are a strategic business asset, the core of your business's customer relationship strategy. Call Center Savvy is an exploration of how the call center works, and how it fits into the big picture. What the future holds. How new technologies will affect operations. How  Read more...
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Genre/Form: Electronic books
Material Type: Document, Internet resource
Document Type: Internet Resource, Computer File
All Authors / Contributors: Keith Dawson
ISBN: 9781482294576 1482294575
OCLC Number: 1027749104
Description: 1 online resource : text file, PDF
Contents: Part Part One: Technology --
chapter 1 Looking Forward, Looking Back --
chapter 2 The Six-StageModel of Call Center Development --
chapter 3 Moving Your Center Forward --
part Part Two: Technology --
chapter 4 CTI & The Call Center?The 2% Solution --
chapter 5 A Component-Based Architecture --
chapter 6 Sweet Suites Inter-Application Automation --
chapter 7 Forecasting, Simulating & Routing --
chapter 8 Predictive Dialers Roll On --
chapter 9 Inside the New ACD --
chapter 10 A Dynamic Trio: 3 Technologies That Are Changing Call Centers --
chapter 11 Speech Recognition: Ready For Prime Time --
chapter 12 "Virtual" Is Real --
chapter 13 Counting CustomersInstead Of Calls --
part Part Three: The Internet Cometh --
chapter 14 E-Commerce & The Internet: The Customers Are Ready --
chapter 15 Is Internet Telephony Rightfor Call Centers? --
chapter 16 Web-Call Centers --
chapter 17 The Internet in the Call Center: A New Model --
part Part Four: Call Center Ops --
chapter 18 Fax: The Forgotten Process --
chapter 19 Standardizing Business Processes --
chapter 20 Call Center? Or "Customer Touchpoint"? --
chapter 21 Confronting Disaster in the Call Center --
chapter 22 Losing A Lifetime Customer: How The Call Center Can Become The Single Point Of Failure --
chapter 23 Monitoring: What Price Quality? --
part Part Five: Call Centers & The Wider World --
chapter 24 This is a Global Industry --
chapter 25 Are Call Centers an Economic Indicator? --
chapter 26 Telecom Merger Mania: Why It's Good For Call Centers --
chapter 27 Sweatshops for the 21st Century? --
chapter 28 Building An Industry From Scratch --
chapter 29 Telemarketing: More Than A Phone Call --
part Part Six: Building the Call Center of the Future --
chapter 30 The New Roleof the Call Center --
chapter 31 Customizing Every Interaction: What All This Technology Is Really Good For --
chapter 32 The Call Center, 2005.
Responsibility: Keith Dawson.

Abstract:

"It's not just the technology, the people, or the customers. It's all three, and more: call centers are not just places where calls arrive. They are a strategic business asset, the core of your business's customer relationship strategy. Call Center Savvy is an exploration of how the call center works, and how it fits into the big picture. What the future holds. How new technologies will affect operations. How international expansion is changing things. What the role of the Internet will ultimately be. Call Center Savvy can help a smart call center manager position his or her center for long term success. It's about seeing beyond today's problems, to tomorrow's opportunities. It's not enough to know about call center technology; for your center to excel in the 21st Century, you need call center savvy. ;"--Provided by publisher.

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