Call centers have revolutionized the way business gets done. This
book dissects this explosively growing phenomenon, revealing new
efficiency-boosting techniques, gainful technologies and
applications, and profit-increasing management stratagems. Call
Center Operations Profiting from Teleservices Charles E. Day, CMC
In this expert guide, one of the leading computer-telecom
integration (CTI) consultants in the United States shows you call
center deployment and operation from the inside out. Exposing new
uses, cost-cutting technologies, efficiency-boosting strategies,
and assessment methods with superior accuracy, famed authority
Charles E. Day makes it clear why call center operations increased
by more than 700% between 1983 and 1997, and continue to grow. The
heartbeats of many of today's businesses--serving functions as
diverse as telemarketing, customer ordering and service, help
desks, inside sales, reservations, and financial services by
phone--call centers offer one of the best paradigms for coaxing
every bit of efficiency-boosting power from new communications and
computing technologies. In these pages, Charles E. Day, an expert
who has helped hundreds of well-known businesses deploy and improve
call centers, demonstrates how to maximize call center efficiency,
yields, and cost savings in your business. Inside, you'll find page
after page of ways to: Analyze the gains possible from call
centers. Fill a variety of business needs with integrated telephone
and computing technologies. Integrate telephone services and
computing with efficient, effective technologies. Link databases,
call handling, workstations, GUIs, legacy systems, software
packages, and networks for a better bottomline. Explore practical,
profitable applications of CTI in depth Test-run a call center with
out-of-house resources. Get new ideas for call center uses from
examples throughout the book. Expand your customer base and improve
relationships with existing customers. Boost employee performance.
Design a state-of-the-art call center that optimizes use of
available resources and potential return. Packed with detailed
strategies that translate technology into business solutions, this
guide is clear enough for a novice to use. Charles E. Day's Call
Center Operations is a resource likely to pay for itself by several
orders of magnitude.
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