Call Center handbook design, operation, and maintenance

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....

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Detalles Bibliográficos
Autor principal: Sharp, Duane E. (-)
Formato: Libro electrónico
Idioma:Inglés
Publicado: Amsterdam ; London : Digital Press/Elsevier Science 2003.
Edición:1st edition
Materias:
Ver en Biblioteca Universitat Ramon Llull:https://discovery.url.edu/permalink/34CSUC_URL/1im36ta/alma991009627682506719
Tabla de Contenidos:
  • Front Cover; Call Center Operation Design, Operation, and Maintenance; Copyright Page; Contents; Preface; Chapter 1. Introduction to Call Centers; 1.1 Overview; 1.2 Analyzing call center requirements; 1.3 Vendor solutions; 1.4 A 10-point call center development process; 1.5 How to use this book; Chapter 2. Call Center Technology; 2.1 Computer telephony integration (CTI); 2.2 Network structures and CTI servers; 2.3 Basic CTI services; 2.5 CTI implementation guidelines; 2.6 Automatic call distribution (ACD); 2.7 The Internet in the call center; 2.8 Database management technology; 2.9 Summary
  • Chaper 3. Organizing and Managing the Call Center3.1 Overview; 3.2 Management guidelines for a productive call center; 3.3 Twelve characteristics of the best-managed call centers; 3.4 The incoming call center; 3.5 Call centers-corporate business hubs; 3.6 Service level-a core value; 3.7 Creating value through workforce optimization; 3.8 Disaster and contingency planning in call centers; 3.9 Outsourcing the call center; Chapter 4. Selecting and Training Call Center Staff; 4.1 Overview; 4.2 Staff selection criteria; 4.3 Training CSR staff; 4.4 Recommended topics for CSR workshops; 4.5 Tool kits
  • 4.6 Advanced CSR training4.7 Training supervisory and management staff; 4.8 Summary: meeting objectives; Chapter 5. Call Center Case Studies; 5.1 Communications; 5.2 Energy; 5.3 Financial services; 5.4 Government; 5.5 Health care; 5.6 Real estate; 5.7 Retail; 5.8 Technology; 5.9 Travel; Chapter 6. Building Customer Relationships with Call Centers; 6.1 A rationale and methodology for CRM; 6.2 Strategies for managing customer information; 6.3 Technology and business tools to support CRM; 6.4 The CRM planning phase; 6.5 A 12-stage CRM strategy; 6.6 Applying the CRM strategy
  • 6.7 CRM issues and tactics6.8 Customer input to CRM; 6.9 Managing the CRM program; 6.10 CRM solution: the value to the business; 6.11 Call/Contact center: driving force behind CRM; Appendix A. Call Center Vendor Resources-Product and Service Offerings; Appendix B. Glossary of Call Center and CRM Acronyms and Definitions; Appendix C. References and Bibliography