Call Center Operations: Profiting from Teleservices / Edition 1

by Charles E Day

Overview

The management of telecommunications and computer technologies presents businesses with opportunities to make their operations more efficient; and there are numerous examples of the functions being transformed by telecommunications technologies. This book teaches how to profit from them.

Product Details

ISBN-13:	9780070164307
Publisher:	McGraw-Hill Professional Publishing
Publication date:	04/28/2000
Series:	McGraw-Hill Series on Telecommunications
Pages:	516
Product dimensions:	7.50(w) x 9.25(h) x 1.04(d)

Table of Contents

Chapter 1: Introduction to Call Center Operations. Chapter 2: Management, Business, and Marketing. Chapter 3: Telecommunications and Network Facilities. Chapter 4: Premise-Based Telephone Systems. Chapter 5: Telecom Industry Perspective. Chapter 6: Automatic and Predictive Dialing. Chapter 7: Client/Server Technology. Chapter 8: Graphical User Interface (GUI) and Legacy Hosts. Chapter 9: Relational Database Management Systems (RDMS). Chapter 10: Call Center Software Packages and Systems. Chapter 11: Computer-Telephone Integration (CTI). Chapter 12: Workload Management, Forecasting, and Staff Schedule Modeling. Chapter 13: How Does Your Call Center Measure Up? Chapter 14: Service Bureaus, Outsourcing, and Overflow. Chapter 15: Reference Materials. Appendices. Index.