Download or read book Call Centers For Dummies written by Real Bergevin and published by John Wiley & Sons. This book was released on 2010-04-16 with total page 391 pages. Available in PDF, EPUB and Kindle. Book excerpt: Tips on making your call center a genuine profit center In North America, call centers are a $13 billion business, employing 4 million people. For managers in charge of a call center operation, this practical, user-friendly guide outlines how to improve results measurably, following its principles of revenue generation, efficiency, and customer satisfaction. In addition, this new edition addresses many industry changes, such as the new technology that's transforming today's call center and the location-neutral call center. It also helps readers determine whether it's cost-efficient to outsource operations and looks at the changing role and requirements of agents. The ultimate call center guide, now revised and updated The authors have helped over 60 companies improve the efficiency and effectiveness of their call center operations Offers comprehensive guidance for call centers of all sizes, from 20-person operations to multinational businesses With the latest edition of Call Centers For Dummies, managers will have an improved arsenal of techniques to boost their center's bottom line.
Download or read book A Practical Guide to Call Center Technology written by Andrew Waite and published by CRC Press. This book was released on 2002-01-02 with total page 504 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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
Download or read book Call Centers For Dummies written by Real Bergevin and published by John Wiley & Sons. This book was released on 2010-05-11 with total page 391 pages. Available in PDF, EPUB and Kindle. Book excerpt: Tips on making your call center a genuine profit center In North America, call centers are a $13 billion business, employing 4 million people. For managers in charge of a call center operation, this practical, user-friendly guide outlines how to improve results measurably, following its principles of revenue generation, efficiency, and customer satisfaction. In addition, this new edition addresses many industry changes, such as the new technology that's transforming today's call center and the location-neutral call center. It also helps readers determine whether it's cost-efficient to outsource operations and looks at the changing role and requirements of agents. The ultimate call center guide, now revised and updated The authors have helped over 60 companies improve the efficiency and effectiveness of their call center operations Offers comprehensive guidance for call centers of all sizes, from 20-person operations to multinational businesses With the latest edition of Call Centers For Dummies, managers will have an improved arsenal of techniques to boost their center's bottom line.
Download or read book The Real Time Contact Center written by Donna Fluss and published by Amacom. This book was released on 2005 with total page 241 pages. Available in PDF, EPUB and Kindle. Book excerpt: "The Real-Time Contact Center" is a practical guide to building a service infrastructure that will simultaneously exceed customers' expectations and build revenues.
Download or read book Cisco Unified Contact Center Enterprise written by Gary Ford and published by Pearson Education. This book was released on 2011-06-27 with total page 457 pages. Available in PDF, EPUB and Kindle. Book excerpt: Cisco Unified Contact Center Enterprise (UCCE) The complete guide to managing UCCE environments: tips, tricks, best practices, and lessons learned Cisco Unified Contact Center Enterprise (UCCE) integrates multiple components and can serve a wide spectrum of business requirements. In this book, Gary Ford, an experienced Cisco UCCE consultant brings together all the guidance you need to optimally configure and manage UCCE in any environment. The author shares in-depth insights covering both the enterprise and hosted versions of UCCE. He presents an administrator’s view of how to perform key UCCE tasks and why they work as they do. He thoroughly addresses application configuration, agents, scripting, IVR, dial plans, UCM, error handling, reporting, metrics, and many other key topics. You’ll find proven, standardized configuration examples that help eliminate errors and reduce downtime, step-by-step walkthroughs of several actual configurations, and thorough coverage of monitoring and troubleshooting UCCE systems. Cisco Unified Contact Center Enterprise (UCCE) is an indispensable resource to help you deploy and operate UCCE systems reliably and efficiently. · Understand the Cisco Unified Contact Center product portfolio and platform architecture · Choose the right single-site, multi-site, or clustered deployment model for your environment · Take a lifecycle services approach to UCCE deployment and application configuration-–including preparation, planning, design, and implementation · Implement traditional, current-generation, and next-generation call routing · Master the latest best practices for call flow scripting · Understand UCCE’s nodes and distributed processes and build a clean system startup sequence · Design, implement, and deliver unified CM/IP IVR solutions · Set up and efficiently manage UCCE databases · Make the most of UCCE’s reporting tools · Create advanced applications with Data-Driven Routing · Effectively maintain any UCCE deployment, including older versions · Use a best-practice methodology for troubleshooting, and master valuable, little-known Cisco diagnostic tools This IP communications book is part of the Cisco Press® Networking Technology Series. IP communications titles from Cisco Press help networking professionals understand voice and IP telephony technologies, plan and design converged networks, and implement network solutions for increased productivity.
Download or read book Call Center Operation written by Duane Sharp and published by Digital Press. This book was released on 2003-04-14 with total page 322 pages. Available in PDF, EPUB and Kindle. Book excerpt: Complete coverage of the critical issues to set up, manage and efficiently maintain a call center.
Download or read book Call Center Operation written by Duane Sharp and published by Elsevier. This book was released on 2003-05-14 with total page 320 pages. Available in PDF, EPUB and Kindle. Book excerpt: Every customer-facing corporation has at least one call center. In the United States, call centers handle a billion calls per year. Call Center Operation gives you complete coverage of the critical issues involved in the design, implementation, organization, and management of a customer call center. Sharp provides information on advanced technology tools for workforce management, workshop examples for training call center staff, and an analysis of the significance of the call center to overall corporate customer relationship strategies. A special feature of the book is its focus on call center case studies, describing a number of successful call center strategies and best practices, selected from various business sectors - financial, retail, healthcare, travel, technology, and others. These case studies provide useful guidelines based on successful corporate call centers that will guide you in establishing and maintaining the most effective call center operation for your enterprise.·Presents key concepts and techniques, including a formal development process, in a real-world context·Provides extensive management guidelines·Stresses the importance of staff selection and training
Download or read book Turning a Telephone Answering Service into a Call Center written by Peter Lyle DeHaan and published by Rock Rooster Books. This book was released on 2023-08-24 with total page 227 pages. Available in PDF, EPUB and Kindle. Book excerpt: WARNING: this book is a PhD dissertation (2000) and contains academic research. It’s made available primarily to aid other academics who are conducting their own industry research. If this is what you seek, here’s an overview: The telephone answering service industry is maturing and undergoing rapid changes. In recent years, the traditional client has been vanishing, switching to alternative technologies, bypassing their answering service. Telephone answering services have reacted in various ways, such as mergers and acquisitions, pursuing niches, or expanding their businesses’ scope. The conventional wisdom is that there will always be a need for the human interaction which an answering service provides. It further assumes that answering services will serve fewer clients and generate less revenue unless steps are taken to increase their reach or obtain non-traditional clients. Previous research has recommended becoming a call center to better tap and capitalize on the needs of an emerging non-traditional client base. The findings of this research effort determined there were the essential elements which should be present for a telephone answering service to transition into a call center. Additionally, there were five items which are common industry dilemmas to be addressed. An inventory of significant call center characteristics was also developed. Most importantly, several areas of focus were advanced.
Download or read book Call Center Savvy written by Keith Dawson and published by CRC Press. This book was released on 1999-01-06 with total page 215 pages. Available in PDF, EPUB and Kindle. Book excerpt: It's not just the technology, the people, or the customers. It's all three, and more: call centers are not just places where calls arrive. They are a strategic business asset, the core of your business's customer relationship strategy. Call Center Savvy is an exploration of how the call center works, and how it fits into the big picture. What the f
Download or read book InfoWorld written by and published by . This book was released on 2002-12-02 with total page 80 pages. Available in PDF, EPUB and Kindle. Book excerpt: InfoWorld is targeted to Senior IT professionals. Content is segmented into Channels and Topic Centers. InfoWorld also celebrates people, companies, and projects.
Download or read book Computer Telephony Integration written by William A. Yarberry Jr. and published by CRC Press. This book was released on 2002-12-17 with total page 432 pages. Available in PDF, EPUB and Kindle. Book excerpt: Since the publication of the first edition, the CTI world has changed significantly. Where it was once focused on the integration of voice systems with computers, the focus is now on IP-based voice, or converged networks and services. Today, the telcos are upgrading their systems from circuit-switched to IP-based packet-switched networks. Companies
Download or read book Effective Call Center Soft Skills written by and published by Excel Books India. This book was released on with total page 231 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book The Road to IP Telephony written by Stephanie Carhee and published by Cisco Press. This book was released on 2004-06-28 with total page 408 pages. Available in PDF, EPUB and Kindle. Book excerpt: A complete IP Telephony migration planning guide Includes Steps to Success Poster It's everyone's "must have." This is a reference book for the entire project team who works on the deployment of an IP Telephony solution. Take advantage of best practices. Includes more than 200 best practices, lessons learned, and tips for getting you through your IP Telephony deployment successfully. Minimize risk and learn from the mistakes of others. Read the list of the top 10 things that can go wrong during an IP Telephony deployment. Ask the right questions. Get the project team thinking and collaborating together with Stephanie's "Checklist of Questions to Ask the Project Team." Use proven planning tools. Work from sample checklists, templates, project plans, and workflow documents to guide your planning process. Keep the Steps to Success on the minds of your project team. Use the enclosed poster, which illustrates every major step associated with an IP Telephony deployment. There is no better path to the successful implementation of a new technology than to follow in the experienced footsteps of an organization that has already been there. The Road to IP Telephony tells you how Cisco Systems successfully moved its own organization to a converged, enterprise-wide network. You will learn the implementation and operational processes, what worked, what didn't work, and how to develop your own successful methodology. After presenting this topic to hundreds of Cisco customers, including Fortune 500 companies, Stephanie Carhee consistently encountered the same question, "If I decide to move to IP Telephony, where do I begin and what can I do to ensure that I do it right the first time?" Although the needs of every enterprise are different, some things are universal; planning, communication, teamwork, and understanding your user's requirements are as important as technical expertise. The Road to IP Telephony shares with you everything you need to know about managing your deployment. It starts with where to begin, including what needs to be addressed before you even begin the planning process, to building your project team. Key best practices are also offered to help you set the project's pace and schedule, get your users on board, identify a migration strategy, develop a services and support strategy, and work toward the final PBX decommission. "Cisco IT wants to share its implementation experience with Cisco customers and partners to aide in the deployment practices of new Cisco technologies. While conducting our own company-wide cutover, we learned a great deal about what to do and what not to do. This book shares our experiences." -Brad Boston, Senior Vice President and Chief Information Officer, Cisco Systems, Inc. This volume is in the Network Business Series offered by Cisco Press. Books in this series provide IT executives, decision makers, and networking professionals with pertinent information on today's most important technologies and business strategies.
Download or read book Plunkett s E Commerce Internet Business Almanac written by Jack W. Plunkett and published by Plunkett Research, Ltd.. This book was released on 2009-03 with total page 613 pages. Available in PDF, EPUB and Kindle. Book excerpt: Market research guide to e-commerce and internet business a tool for strategic planning, competitive intelligence, employment searches or financial research. Contains trends, statistical tables, and an industry glossary. Includes one page profiles of e-commerce and internet business firms - includes addresses, phone numbers, executive names.
Download or read book The Call Center Handbook written by Keith Dawson and published by CRC Press. This book was released on 2003-11-20 with total page 153 pages. Available in PDF, EPUB and Kindle. Book excerpt: Need to know how to buy a phone switch for your call center? How to measure the productivity of agents? How to choose from two cities that both want your center? No problem. The Call Center Handbook is a complete guide to starting, running, and im
Download or read book Computer Telephony Encyclopedia written by Richard Grigonis and published by CRC Press. This book was released on 2000-01-08 with total page 576 pages. Available in PDF, EPUB and Kindle. Book excerpt: If you want to grasp the full length and breadth of the rapidly developing computer telephony field, this book is the place to start. Author Richard Grigonis thoroughly explains even the most abstruse ideas in a concise manner that is aimed at all kinds of readers -- students, business executives, telecom managers, call center supervisors or entrep
Download or read book Network World written by and published by . This book was released on 2003-01-20 with total page 56 pages. Available in PDF, EPUB and Kindle. Book excerpt: For more than 20 years, Network World has been the premier provider of information, intelligence and insight for network and IT executives responsible for the digital nervous systems of large organizations. Readers are responsible for designing, implementing and managing the voice, data and video systems their companies use to support everything from business critical applications to employee collaboration and electronic commerce.
