The Call Center Handbook

by Dawson, Keith

Type Book

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Title Statements

Full title :The Call Center Handbook.

Edition Statements

Publication Date:2007.
Edition:2nd ed

Publication Statements

Publisher(s):Chapman and Hall/CRC
Place of Publication:Boca Raton
Language:eng
Publication Date:2007.

The Physical Object

Description:1 online resource (283 pages)

Edition Identifiers

ISBN:9781482280623, 1482280620
oclc:on1035516027
LC Classification:HE8789.U6
Dewey Decimal:338.4/738464/068

Cover; Title Page; Copyright Page; Table of Contents; INTRODUCTION; CHAPTER 1: WHERE IT STARTS: FINDING THE BEST SITE FOR YOUR CENTER; CHAPTER 2: HOW TO DESIGN A SUCCESSFUL CENTER; CHAPTER 3: ACDS: CALL CRUNCHING POWERHOUSES; CHAPTER 4: HOW TO MANAGE SKILLS-BASED ROUTING; CHAPTER 5: WHAT YOU NEED TO KNOW ABOUT PREDICTIVE DIALERS; CHAPTER 6: IVR: THE BEST FRONT DOOR TO ANY CENTER; CHAPTER 7: EVERYTHING STARTS WITH VOICE PROCESSING; CHAPTER 8: THE BENEFITS OF FAX-ON-DEMAND; CHAPTER 9: COMPUTER TELEPHONY INTEGRATION: THE ADVENT OF AN OPEN CALL CENTER; CHAPTER 10: BUYING THE BEST HEADSET.

CHAPTER 11: READERBOARDS -- A FEAST FOR THE EYESCHAPTER 12: SAVING MONEY WITH REFURBISHED EQUIPMENTCH; CHAPTER 13: CHOOSING WORKFORCE MANAGEMENT SOFTWARE; CHAPTER 14: TELEMARKETING SOFTWARE: NOT JUST FOR SCRIPTING ANYMORE; CHAPTER 15: CHOOSING HELP DESK/CUSTOMER SERVICE SOFTWARE; CHAPTER 16: DISPATCH SYSTEMS: THE PERFECT COMPLEMENT TO YOUR HELP DESK; CHAPTER 17: SYSTEMS FOR FAST, FLEXIBLE ORDER-TAKING; CHAPTER 18: WHY YOU STILL NEED CALL ACCOUNTING; CHAPTER 19: HANDLING TELEMANAGEMENT; CHAPTER 20: TOLL-FREE SERCIVES: THE LIFELINE INTO YOUR CENTER.

CHAPTER 21: WHEN SHOULD YOU GO OUTSIDE FOR HELP?CHA…

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