Call Center Technology Demystified: The No-Nonsense Guide to Bridging Customer Contact Technology, Operations and Strategy, by Lori Bocklund, Dave Bengtson, softcover, 381 pages, 2002, $39.95

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Overview

With a rare combination of business insight, technological savvy and down-to-earth, straightforward writing, Bocklund and Bengtson have come up with the answer to the often-asked question:  "Is there a book on call center technologies that will help me to understand this stuff better?"

There are three themes that make Call Center Technology Demystified: The No-Nonsense Guide to Bridging Customer Contact Technology, Operations and Strategy unique.  It "demystifies" call center technology, takes a no-nonsense approach, and helps to bridge technology, operations and strategy gaps.

This book will enable you to:

• Understand key technology infrastructure options and issues.
• Understand essential and advanced technologies for the call center.
• Identify capabilities and applications that make sense in your environment.
• Build a vision of a world-class, integrated solutions.
• Plan for deployment of call center solutions.

Table of Contents

1. Strategic Context for Your Call Center Technology
   • Business Strategy Is the Foundation
   • Aligning Business, Call Center and Technology Strategies
   • The Role of Technology in Strategy: Automation vs. Transformation
   • Tying Technology Planning to Call Center Strategy
2. Infrastructure Changes Force Big Architectural Decisions
   • A Brief History of Voice and Data Systems Infrastructures
   • Application Infrastructure Options
   • Network Infrastructure Options
   • Packetizing Voice
3. Principles and Enablers for Routing and Queuing
   • Random Call Arrival and Random Agent Availability
   • Routing Principles: Matching Callers to Agents
   • Call-Routing Enablers
4. Call Center Matchmaking: Routing Callers to the Right Resource
   • Single-Site Routing
   • Multisite Routing
   • Remote Agents
   • ACD Desktop Features
5. Tools for Measuring, Managing and Optimizing Your Center
   • Call Center Reporting
   • Workforce Management Systems
   • Simulation Tools
   • Logging and Quality Monitoring Systems
6. CTI: Screen Pops and So Much More
   • CTI-Enabled Applications
   • CTI Benefits
   • CTI Architectures
   • CTI Challenges
   • Key Design Decisions
7. Information and Applications Bring CRM Strategies to Life
   • Information System Architectures
   • Customer Relationship Management
8. Building IVR and Web-Based Self-Service
   • Building a Self-Service Strategy
   • IVR Roles and Applications
   • Automatic Speech Recognition
   • IVR Integration with the Call Center
   • Web Self-Service
   • Self-Service Trends and Directions
9. Multimedia: Transitioning from Call Center to Contact Center
   • Web-Based Media Options
   • Multimedia Applications Technology
   • Integrated Queuing and Routing
   • Call Flow
   • Multimedia Considerations
10. Making It Happen: Implementation Considerations
    • Building a Customer-Contact Technology Strategy
    • Developing a Framework for Implementation
    • Navigating the Vendor Map
    • An Overview of Technology Sourcing Options
11. Perspectives on the Future
    • Good Indicators of the Future
    • The Changes and Challenges
    • A Few Predictions
    • What It All Means to You

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Novelties, Gifts, & Humor
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Subject Index
Catalog Index

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