A Practical Guide to Call Center Technology, by Andrew J. Waite, softcover, 497 pages, 2001, $44.95


Read about customer relationship management, CRM technology, automation, and software selection

Phone calls and emails from customers are not just "events"; they are significant milestones in customer relationships.  This book presents a roadmap showing you how to significantly improve customer relationships -- whether via phone, mail, fax, email, or Web -- by making the best use of call center technology.

You'll learn:

  • How to choose the best call center tools and systems.
  • How to get the most out of ACDs (automatic call distributors) and other complex systems in order to boost customer satisfaction and increase sales.
  • Includes three ready to use RFPs (request for proposals) for buying an ACD, computer telephony system, or recording and analysis solution.

You'll discover how to navigate the business, technical and financial issues in building and managing a customer contact center.  The book shows you how to foster enhanced customer satisfaction at a reasonable cost, and how to make the call center an engine of business growth by using technology to upsell and generate new revenues from existing customers.

No other book provides such practical, in-depth information on managing a call center's technology and workflow.  Key topics include: staffing, network basics, ACDs, disaster recovery, data gathering and reporting, customer experience mapping and management, CRM, and much more. 

Table of Contents

  1. The traditional call center
  2. The role of the customer contact center
  3. The parts and principles of the typical customer contact center
  4. Connection to the outside world
  5. Staffing issues
  6. The budget: building a business case
  7. Managing telephony workflow
  8. The typical switching system
  9. The advantages of a purpose built ACD system
  10. ACD Basics
  11. The ACD as a customer workflow manager
  12. Bullet-proofing the customer contact center
  13. Telephone terminals and workstations
  14. Data gathering and reporting
  15. Customer experience: mapping and management
  16. CRM within the customer contact center environment
  17. Integrating the internet into a traditional call center
  18. The technology acquisition process
  19. The trends

Appendix I:  Request for Information: Computer Telephony

Appendix II:  Request for Proposal: ACD System

Appendix III:  RFP: Recording and Analysis Solution



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Last modified January 17, 2012