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Customers: Arriving With a History, Leaving With an Experience; How to Build Your Sales, Service or Help Desk Call Center to Please Customers
by Andrew Waite, softcover, 380 pages, 1996, $27.95



This book has a 74-page sample Request For Proposal to buy an ACD - Automatic Call Distributor, the central piece of technology in any call center. If you hired a consultant, this RFP would cost you a minimum of $20,000. This book is based on the premise that life for call center and help desk managers has become far more complex than just an ACD-equipment decision. That's what the rest of the book is about. Phone calls from customers are not just "events", but are significant milestones in customer relationships. They include correspondence by mail, by fax, by e-mail, by Internet and "touching" by interactive voice response and computer telephony links. The author has over 20 years of intimate experience with call centers.

Table of Contents

  • Chapter 1 - Why a Customer Call Center?
  • Chapter 2 - The Customer Call Center: The Implications and the Applications
  • Chapter 3 - The Call Center Structure: The Parts and the Principles
  • Chapter 4 - Service and Traffic Issues
  • Chapter 5 - Staffing Issues
  • Chapter 6 - Strategic Buying
  • Chapter 7 - Introducing the Automatic Call Distributor
  • Chapter 8 - Automatic Call Distributor Basics
  • Chapter 9 - The Automatic Call Distributor: How They Work
  • Chapter 10 - Bulletproofing the Center
  • Chapter 11 - The Desktop and Telephone Devices
  • Chapter 12 - Customer Call Center Management Information
  • Chapter 13 - Integrating PBX/ACD vs. The Standalone ACD?
  • Chapter 14 - The Future of Customer Response Centers
  • Sample ACD Request For Proposal

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