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Call Center Operation
By: Duane SharpImprint: Digital Press
Format: Adobe Encrypted (DRM)
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Every customer-facing corporation has at least one call center. In the United States, call centers handle a billion calls per year. Call Center Operation gives you complete coverage of the critical issues involved in the design, implementation, organization, and management of a customer call center. Sharp provides information on advanced technology tools for workforce management, workshop examples for training call center staff, and an analysis of the significance of the call center to overall corporate customer relationship strategies.
A special feature of the book is its focus on call center case studies, describing a number of successful call center strategies and best practices, selected from various business sectors - financial, retail, healthcare, travel, technology, and others. These case studies provide useful guidelines based on successful corporate call centers that will guide you in establishing and maintaining the most effective call center operation for your enterprise.
· Presents key concepts and techniques, including a formal development process, in a real-world context
· Provides extensive management guidelines
· Stresses the importance of staff selection and training
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| Title of Computers eBook: Call Center Operation | |
| Release Date: 04-14-2003 | |
| Publisher: Digital Press |
This eBook download is available in the following formats:
| Parent title | Call Center Operation |
|---|---|
| Encrypted (DRM) | Yes |
| SKU | 9780080490618 |
| File size | 1723 |
| Security | n/a |
| Printing | Not allowed |
| Copying | Not allowed |
| Read aloud | No Sys requirements Download reader |
| Devices | Samsung Tablet, Apple Ipad & Iphone, Barnes & Noble Nook, Kobo eReader, Aluratek Libre, Iliad, Nokia, Blackberry, Hanlin |
| Note | Excellent navigation features are available via Adobe such as bookmarks and a quick access table of contents. Text search is easily accessible. An Adobe DRM-protected file is different than a pdf file in that it uses Adobe DRM (Digital Rights Management) technology, which authors and publishers use to protect their content from illegal online distribution and to set certain privileges such as restrictions on copying and printing. |
Call Center Operation
Chapter One
Introduction to Call Centers
During the past decade in particular, the influence of technology on the relationships between organizations in both the public and private sectors has increased dramatically. Today, companies depend heavily on technology of various types to conduct their businesses and to deal with their customers, whether through a business-to-business (B2B) or a company–customer relationship. The call center industry especially is changing the face of business throughout the world and is having a significant impact on economies and the way companies do business.
1.1 Overview
Call centers require the integration of several different technologies to maximize the use of information and to streamline the activities of call center operators. Advances in technology and the adaptation and integration of synergistic technologies have resulted in the development of numerous feature that have enhanced the growth of call centers throughout the world.
The computer and the telephone are two of the major and most familiar tools of technology that have converged to make call centers more efficient and productive. When used properly along with software technology that assists operators to assimilate and analyze customer data to respond knowledgeably to customer inquiries, the benefits to both the customer and the organization are substantial, as this book will demonstrate.
The impact of CTI
Over the past few years, there has been much discussion of the pros and cons of a new set of technologies involving the integration of the computer and the telephone, referred to as CTI (for
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