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Book Categories |
Preface | 1 | |
Introduction | 7 | |
Ch. 1 | The traditional Call Center | 23 |
Ch. 2 | The role of the customer contact center | 35 |
Ch. 3 | The Parts and principles of the typical customer contact center | 47 |
Ch. 4 | Connection to the outside world | 67 |
Ch. 5 | Staffing issues | 91 |
Ch. 6 | The budget: building a business case | 107 |
Ch. 7 | Managing telephony workflow | 127 |
Ch. 8 | The typical switching system | 137 |
Ch. 9 | The advantages of a purpose built ACD system | 161 |
Ch. 10 | ACD Basics | 181 |
Ch. 11 | The ACD as a customer workflow manager | 205 |
Ch. 12 | Bullet-proofing the customer contact center | 219 |
Ch. 13 | Telephone terminals and workstations | 229 |
Ch. 14 | Data gathering and reporting | 257 |
Ch. 15 | Customer Experience: mapping and management | 285 |
Ch. 16 | CRM within the customer contact center environment | 313 |
Ch. 17 | Integrating the internet into a traditional call center | 325 |
Ch. 18 | The technology acquisition process | 335 |
Ch. 19 | The trends | 343 |
Epilogue | 351 | |
App. I | Request for Information: Computer Telephony | 355 |
App. II | Request for Proposal: ACD System | 421 |
App. III | RFP: Recording and Analysis Solution | 449 |
Glossary | 467 |
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Add A Practical Guide To Call Center Technology, Get the most out of ACDs (automatic call distributors) and other complex systems in order to boost customer satisfaction and increase sales Includes three ready to use RFPs (request for proposals) for buying an ACD, computer telephony system, or recording, A Practical Guide To Call Center Technology to the inventory that you are selling on WonderClubX
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