Andrew Waite
A Practical Guide to Call Center Technology
Select the Right Systems for Total Customer Satisfaction
Gebonden Engels 2017 9781138412545Levertijd ± 8 werkdagen
Gratis verzonden
Samenvatting
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
Specificaties
ISBN13:9781138412545
Taal:Engels
Bindwijze:Gebonden
Aantal pagina's:504
Uitgever:Taylor & Francis Ltd
Lezersrecensies
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Inhoudsopgave
Chapter 1:Introduction Chapter 2:Establishing a Customer Contact Center Chapter 3:The Customer Call Center Structure Chapter 4:Communications Service and Traffic Issues Chapter 5:Staffing Issues Chapter 6:Strategic Buying Chapter 7:Introducing the Automatic Call Distributor (ACD) Chapter 8:ACD Basics Chapter 9:The ACD as a Customer Workflow Manager Chapter 10:Bullet-Proofing the Customer Contact Centre Chapter 11:Telepone Terminals and Workstations Chapter 12:Customer Contact Centre Management Information Chapter 13:Customer Experience Mapping and Management Chapter 14:Advanced Customer Contact Center Systems Chapter 16:The Big Trends Chapter 17:Acquiring Customer Contact Center Systems Index
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