An edition of Call Center Technology Demystified
(2002)
Call Center Technology Demystified
The No-Nonsense Guide to Bridging Customer Contact Technology, Operations and Strategy
by Lori Bocklund and Dave Bengtson
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Call Center Technology Demystified clarifies the sometimes complex and often confusing array of technologies that enable call center success. This book will lead you through the labyrinth of customer contact technology jargon, common misperceptions and marketing hype to help you align technology with business needs and optimize your technology investments. - Back cover.
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Call Center Technology Demystified: The No-Nonsense Guide to Bridging Customer Contact Technology, Operations and Strategy
June 2002, Call Center Press
Paperback
in English
0970950780 9780970950789
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Book Details
Table of Contents
Introduction : Before you get started
Part one : Foundations.
Strategic context for your call center technology
Infrastructure changes force big architectural decisions
Part two : Fundamentals.
Principles and enablers for routing and queuing
Call center matchmaking : routing callers to the right resource
Tools for measuring, managing and optimizing your center
Part three : Data and business applications.
CTI : screen pops and so much more
Information and applications bring CRM strategies to life
Part four : Extending your reach.
Building IVR and web-based self-service
Multimedia : transitioning from call center to contact center
Part five : Where to from here?
Making it happen : implementation considerations
Perspectives on the future
Appendix.
Acronyms
Glossary
Bibliography
Index
Figures and tables
Edition Notes
The Physical Object
ID Numbers
Source records
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| December 10, 2022 | Edited by ImportBot | import existing book |
| May 13, 2015 | Created by Bryan Tyson | Edited without comment. |