Call Center Operations Profiting from Teleservices

Name: Call Center Operations Profiting from Teleservices
Price: 8.28 USD
Availability: InStock
ISBN: 9780070164307

ISBN-10: 0070164304

ISBN-13: 9780070164307

Edition: 2000

Authors: Charles E. Day

List price: $65.00

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The management of converging telecommunications and computer technologies presents businesses with huge opportunities to make their operations more efficient. This book teaches how to profit from them.

Book details

List price: $65.00
Copyright year: 2000
Publisher: McGraw-Hill Professional Publishing
Publication date: 4/28/2000
Binding: Paperback
Pages: 528
Size: 7.50" wide x 9.25" long x 1.50" tall
Weight: 1.892
Language: English



Preface


Acknowledgments


Introduction to Call Center Operations


Management, Business, and Marketing


Telecommunications and Network Facilities


Premise-Based Telephone Systems


Telecom Industry Perspective


Automatic and Predictive Dialing


Client/Server Technology


Graphical User Interface (GUI) and Legacy Hosts


Relational Database Management Systems (RDMS)


Call Center Software Packages and Systems


Computer-Telephone Integration (CTI)


Workload Management, Forecasting, and Staff Schedule Modeling


How Does Your Call Center Measure Up?


Service Bureaus, Outsourcing, and Overflow


Reference Materials


Appendix A: Glossary


Vendor Services and Products: A Call Center Buyers' Guide


Service Bureaus and Outsource Agencies: A Teleservice Agency Roundup


Erlang Tables: Calculations for Staff Scheduling


Listing of Call Center Consulting Organizations


Knowledge and Skill Assessment Action Plan: CSR/TSR Coaching and Monitoring Tool


Index