A Practical Guide to Call Center Technology
- Binding: Paperback
- Publisher: Pub Group West
- Publish date: 01/01/2002
Description:
Phone calls and emails from customers are not just events they are significant milestones in customer relationships. This book presents a roadmap to improving customer relationships, whether by phone, mail, fax, email, or website as well as through interactive voice response, voice-mail systems, and automated information lines. This book bridges the technical, strategic, and financial issues in building and managing a customer contact center. The author focuses on how to choose and use automatic call distributors, the most important and complex piece of equipment in the call center. He also explores in depth how ebusiness has boosted the importance of traditional call center facilities.
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Product notice
Returnable at the third party seller's discretion and may come without consumable supplements like access codes, CD's, or workbooks.
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