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Overview
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.
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Last modified March 31, 1999
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