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Profiting from Teleservices - An Operational Guide to Call Center Technologies (Hardcover, Ed) Loot Price: R1,846
Discovery Miles 18 460
Profiting from Teleservices - An Operational Guide to Call Center Technologies (Hardcover, Ed): Charles E. Day

Profiting from Teleservices - An Operational Guide to Call Center Technologies (Hardcover, Ed)

Charles E. Day

Series: McGraw-Hill Series on Telecommunications

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Loot Price R1,846 Discovery Miles 18 460 | Repayment Terms: R173 pm x 12*

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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.

General

Imprint: McGraw-Hill Inc.,US
Country of origin: United States
Series: McGraw-Hill Series on Telecommunications
Release date: May 2000
First published: April 2000
Authors: Charles E. Day
Dimensions: 183 x 183 x 26mm (L x W x T)
Format: Hardcover
Pages: 450
Edition: Ed
ISBN-13: 978-0-07-016430-7
Categories: Books > Business & Economics > Business & management > Business strategy
Books > Business & Economics > Industry & industrial studies > Media, information & communication industries > Postal & telecommunications industries
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LSN: 0-07-016430-4
Barcode: 9780070164307

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