
- 284 pages
- English
- PDF
- Available on iOS & Android
eBook - PDF
Available until 4 Dec |Learn more
The Call Center Handbook
About this book
This book is for people who work in a call center and common traits the call center location must offer. It contains practical observations about how to use particular technologies, and ideas about how to run the call center, which has become its own corporate discipline.
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Yes, you can access The Call Center Handbook by Keith Dawson in PDF and/or ePUB format, as well as other popular books in Computer Science & Information Technology. We have over one million books available in our catalogue for you to explore.
Information
Table of contents
- Cover
- Title Page
- Copyright Page
- Table of Contents
- INTRODUCTION
- CHAPTER 1: WHERE IT STARTS: FINDING THE BEST SITE FOR YOUR CENTER
- CHAPTER 2: HOW TO DESIGN A SUCCESSFUL CENTER
- CHAPTER 3: ACDS: CALL CRUNCHING POWERHOUSES
- CHAPTER 4: HOW TO MANAGE SKILLS-BASED ROUTING
- CHAPTER 5: WHAT YOU NEED TO KNOW ABOUT PREDICTIVE DIALERS
- CHAPTER 6: IVR: THE BEST FRONT DOOR TO ANY CENTER
- CHAPTER 7: EVERYTHING STARTS WITH VOICE PROCESSING
- CHAPTER 8: THE BENEFITS OF FAX-ON-DEMAND
- CHAPTER 9: COMPUTER TELEPHONY INTEGRATION: THE ADVENT OF AN OPEN CALL CENTER
- CHAPTER 10: BUYING THE BEST HEADSET
- CHAPTER 11: READERBOARDS — A FEAST FOR THE EYES
- CHAPTER 12: SAVING MONEY WITH REFURBISHED EQUIPMENTCH
- CHAPTER 13: CHOOSING WORKFORCE MANAGEMENT SOFTWARE
- CHAPTER 14: TELEMARKETING SOFTWARE: NOT JUST FOR SCRIPTING ANYMORE
- CHAPTER 15: CHOOSING HELP DESK/CUSTOMER SERVICE SOFTWARE
- CHAPTER 16: DISPATCH SYSTEMS: THE PERFECT COMPLEMENT TO YOUR HELP DESK
- CHAPTER 17: SYSTEMS FOR FAST, FLEXIBLE ORDER-TAKING
- CHAPTER 18: WHY YOU STILL NEED CALL ACCOUNTING
- CHAPTER 19: HANDLING TELEMANAGEMENT
- CHAPTER 20: TOLL-FREE SERCIVES: THE LIFELINE INTO YOUR CENTER
- CHAPTER 21: WHEN SHOULD YOU GO OUTSIDE FOR HELP?
- CHAPTER 22: GETTING THE FRESHEST, CLEANEST LISTS
- CHAPTER 23: USING MESSAGES ON HOLD: SILENCE IS NOT GOLDEN
- CHAPTER 24: CAN AGENTS WORK FROM HOME?
- CHAPTER 25: MONITORING: WHY IT'S IMPORTANT & HOW TO DO IT RIGHT
- CHAPTER 26: SMALL SOLUTIONS FOR BIG RESULTS
- CHAPTER 27: ADD CHECK PROCESSING TO YOUR REPERTOIRE
- CHAPTER 28: THE IMMENSE VALUE OF ANI
- CHAPTER 29: PREPARING FOR THE WORST - SO IT NEVER HAPPENS
- CHAPTER 30: ISDN: THE ULTIMATE CONNECTION FOR CALL CENTERS
- CHAPTER 31: HOW THE WEB IS CHANGING CALL CENTERS
- CHAPTER 32: THE BENEFITS OF A VIRTUAL CALL CENTER
- CHAPTER 33: THE NEW ROLE OF THE CALL CENTER
- APPENDIX: A GUIDE TO KEY CALL CENTER RESOURCES