Call Center Operation (eBook)

Design, Operation, and Maintenance

Duane Sharp (Autor)

eBook Download: PDF

2003 | 1. Auflage
303 Seiten
Elsevier Science (Verlag)
978-0-08-049061-8 (ISBN)

Infos

"Every customer-facing corporation has at least one call center. In the United States, call centers handle a billion calls per year. Call Center Operation gives you complete coverage of the critical issues involved in the design, implementation, organization, and management of a customer call center. Sharp provides information on advanced technology tools for workforce management, workshop examples for training call center staff, and an analysis of the significance of the call center to overall corporate customer relationship strategies.
A special feature of the book is its focus on call center case studies, describing a number of successful call center strategies and best practices, selected from various business sectors - financial, retail, healthcare, travel, technology, and others. These case studies provide useful guidelines based on successful corporate call centers that will guide you in establishing and maintaining the most effective call center operation for your enterprise.

?Presents key concepts and techniques, including a formal development process, in a real-world context
?Provides extensive management guidelines
?Stresses the importance of staff selection and training"

Inhalt

Front Cover 1
Call Center Operation Design, Operation, and Maintenance 4
Copyright Page 5
Contents 8
Preface 12
Chapter 1. Introduction to Call Centers 16
1.1 Overview 16
1.2 Analyzing call center requirements 20
1.3 Vendor solutions 24
1.4 A 10-point call center development process 25
1.5 How to use this book 26
Chapter 2. Call Center Technology 28
2.1 Computer telephony integration (CTI) 29
2.2 Network structures and CTI servers 40
2.3 Basic CTI services 46
2.5 CTI implementation guidelines 53
2.6 Automatic call distribution (ACD) 60
2.7 The Internet in the call center 69
2.8 Database management technology 72
2.9 Summary 75
Chaper 3. Organizing and Managing the Call Center 76
3.1 Overview 76
3.2 Management guidelines for a productive call center 79
3.3 Twelve characteristics of the best-managed call centers 102
3.4 The incoming call center 109
3.5 Call centers—corporate business hubs 113
3.6 Service level—a core value 114
3.7 Creating value through workforce optimization 125
3.8 Disaster and contingency planning in call centers 134
3.9 Outsourcing the call center 139
Chapter 4. Selecting and Training Call Center Staff 152
4.1 Overview 153
4.2 Staff selection criteria 156
4.3 Training CSR staff 158
4.4 Recommended topics for CSR workshops 159
4.5 Tool kits 167
4.6 Advanced CSR training 168
4.7 Training supervisory and management staff 169
4.8 Summary: meeting objectives 177
Chapter 5. Call Center Case Studies 180
5.1 Communications 182
5.2 Energy 188
5.3 Financial services 189
5.4 Government 194
5.5 Health care 197
5.6 Real estate 200
5.7 Retail 202
5.8 Technology 205
5.9 Travel 212
Chapter 6. Building Customer Relationships with Call Centers 214
6.1 A rationale and methodology for CRM 215
6.2 Strategies for managing customer information 219
6.3 Technology and business tools to support CRM 221
6.4 The CRM planning phase 229
6.5 A 12-stage CRM strategy 233
6.6 Applying the CRM strategy 240
6.7 CRM issues and tactics 241
6.8 Customer input to CRM 244
6.9 Managing the CRM program 248
6.10 CRM solution: the value to the business 251
6.11 Call/Contact center: driving force behind CRM 255
Appendix A. Call Center Vendor Resources—Product and Service Offerings 260
Appendix B. Glossary of Call Center and CRM Acronyms and Definitions 282
Appendix C. References and Bibliography 298

Produkt-Details

• Erscheint lt. Verlag: 14.5.2003
• Sprache: englisch
• Themenwelt: Sachbuch/Ratgeber
• Themenwelt: Informatik ► Office Programme ► Outlook
• Themenwelt: Sozialwissenschaften ► Kommunikation / Medien ► Journalistik
• Themenwelt: Technik ► Maschinenbau
• Themenwelt: Wirtschaft ► Betriebswirtschaft / Management ► Marketing / Vertrieb
• ISBN-10: 0-08-049061-1 / 0080490611
• ISBN-13: 978-0-08-049061-8 / 9780080490618