Practical Guide to Call Center Technology

Select the Right Systems for Total Customer Satisfaction

Inbunden, Engelska, 2017

Av Andrew Waite

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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

Produktinformation

Utgivningsdatum2017-07-27
Mått152 x 229 x undefined mm
Vikt453 g
FormatInbunden
SpråkEngelska
Antal sidor504
FörlagTaylor & Francis Ltd
ISBN9781138412545

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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