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Call center technology demystified: the non nonsense guide to bridging customer contact technology, operations and strategy
Before you get started. FOUNDATIONS. Strategic context for your call center technology. Infrastructure changes force big architectural decisions. FUNDAMENTALS. Principles and enablers for routing and queuing. Call center matchmaking: routing callers to the right resource. Tools for measuring, managi...
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| Auteur principal: | |
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| Format: | Livre |
| Langue: | Spanish |
| Publié: |
Colombia:
Call Center Press
2003
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| Résumé: | Before you get started. FOUNDATIONS. Strategic context for your call center technology. Infrastructure changes force big architectural decisions. FUNDAMENTALS. Principles and enablers for routing and queuing. Call center matchmaking: routing callers to the right resource. Tools for measuring, managing and optimizing your center. DATA AND BUSINESS APPLICATIONS. CTI: Screen pops and so much more. Information and applications bring CRM strategies to life. EXTENDING YOUR REACH. Building IVR and web-based self-service. Multimedia: transitioning from call center to contact center. WHERE TO FROM HERE? Making It happen: implementation considerations. Perspectives on the future |
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| Description matérielle: | 381 p |
| ISBN: | 0-9709507-8-0 |