The Call Center Handbook
eBook - PDF
Available until 4 Dec |Learn more

The Call Center Handbook

  1. 284 pages
  2. English
  3. PDF
  4. 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

  1. Cover
  2. Title Page
  3. Copyright Page
  4. Table of Contents
  5. INTRODUCTION
  6. CHAPTER 1: WHERE IT STARTS: FINDING THE BEST SITE FOR YOUR CENTER
  7. CHAPTER 2: HOW TO DESIGN A SUCCESSFUL CENTER
  8. CHAPTER 3: ACDS: CALL CRUNCHING POWERHOUSES
  9. CHAPTER 4: HOW TO MANAGE SKILLS-BASED ROUTING
  10. CHAPTER 5: WHAT YOU NEED TO KNOW ABOUT PREDICTIVE DIALERS
  11. CHAPTER 6: IVR: THE BEST FRONT DOOR TO ANY CENTER
  12. CHAPTER 7: EVERYTHING STARTS WITH VOICE PROCESSING
  13. CHAPTER 8: THE BENEFITS OF FAX-ON-DEMAND
  14. CHAPTER 9: COMPUTER TELEPHONY INTEGRATION: THE ADVENT OF AN OPEN CALL CENTER
  15. CHAPTER 10: BUYING THE BEST HEADSET
  16. CHAPTER 11: READERBOARDS — A FEAST FOR THE EYES
  17. CHAPTER 12: SAVING MONEY WITH REFURBISHED EQUIPMENTCH
  18. CHAPTER 13: CHOOSING WORKFORCE MANAGEMENT SOFTWARE
  19. CHAPTER 14: TELEMARKETING SOFTWARE: NOT JUST FOR SCRIPTING ANYMORE
  20. CHAPTER 15: CHOOSING HELP DESK/CUSTOMER SERVICE SOFTWARE
  21. CHAPTER 16: DISPATCH SYSTEMS: THE PERFECT COMPLEMENT TO YOUR HELP DESK
  22. CHAPTER 17: SYSTEMS FOR FAST, FLEXIBLE ORDER-TAKING
  23. CHAPTER 18: WHY YOU STILL NEED CALL ACCOUNTING
  24. CHAPTER 19: HANDLING TELEMANAGEMENT
  25. CHAPTER 20: TOLL-FREE SERCIVES: THE LIFELINE INTO YOUR CENTER
  26. CHAPTER 21: WHEN SHOULD YOU GO OUTSIDE FOR HELP?
  27. CHAPTER 22: GETTING THE FRESHEST, CLEANEST LISTS
  28. CHAPTER 23: USING MESSAGES ON HOLD: SILENCE IS NOT GOLDEN
  29. CHAPTER 24: CAN AGENTS WORK FROM HOME?
  30. CHAPTER 25: MONITORING: WHY IT'S IMPORTANT & HOW TO DO IT RIGHT
  31. CHAPTER 26: SMALL SOLUTIONS FOR BIG RESULTS
  32. CHAPTER 27: ADD CHECK PROCESSING TO YOUR REPERTOIRE
  33. CHAPTER 28: THE IMMENSE VALUE OF ANI
  34. CHAPTER 29: PREPARING FOR THE WORST - SO IT NEVER HAPPENS
  35. CHAPTER 30: ISDN: THE ULTIMATE CONNECTION FOR CALL CENTERS
  36. CHAPTER 31: HOW THE WEB IS CHANGING CALL CENTERS
  37. CHAPTER 32: THE BENEFITS OF A VIRTUAL CALL CENTER
  38. CHAPTER 33: THE NEW ROLE OF THE CALL CENTER
  39. APPENDIX: A GUIDE TO KEY CALL CENTER RESOURCES