The Resource Call center savvy : how to position your call center for the business challenges of the 21st century, by Keith Dawson, (ebook)

Call center savvy : how to position your call center for the business challenges of the 21st century, by Keith Dawson, (ebook)

Label
Call center savvy : how to position your call center for the business challenges of the 21st century
Title
Call center savvy
Title remainder
how to position your call center for the business challenges of the 21st century
Statement of responsibility
by Keith Dawson
Creator
Contributor
Subject
Genre
Language
eng
Cataloging source
N$T
http://library.link/vocab/creatorName
Dawson, Keith
Dewey number
658.8/12
Index
no index present
LC call number
HF5415.5
LC item number
.D39 1999eb
Literary form
non fiction
Nature of contents
standards specifications
http://library.link/vocab/relatedWorkOrContributorName
EBSCO Publishing (Firm)
http://library.link/vocab/subjectName
  • Consumer satisfaction
  • Customer services
  • Customer services
Label
Call center savvy : how to position your call center for the business challenges of the 21st century, by Keith Dawson, (ebook)
Link
http://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&db=nlabk&AN=51886
Instantiates
Publication
Color
multicolored
Contents
  • Forecasting, Simulating and Routing
  • Predictive Dialers Roll On
  • Inside The New ACD
  • A Dynamic Trio: 3 Technologies That Are Changing Call Centers:
  • Speech Recognition: Ready For Prime Time
  • "Virtual" Is Real
  • Counting Customers Instead Of Calls
  • The Internet Cometh
  • E-Commerce and The Internet: The Customers Are Ready
  • Is Internet Telephony Right For Call Centers?
  • Introducing Your Call Center
  • Web-Call Centers
  • The Internet In The Call Center: A New Model
  • Call Center Ops
  • Fax: The Forgotten Process
  • Standardizing Business Processes
  • Call Center? Or "Customer Touchpoint"?
  • Confronting Disaster In The Call Center
  • Losing A Lifetime Customer: How The Call Center Can Be The Single Point Of Failure
  • Monitoring: What Price Quality?
  • Call Centers And The Wider World
  • Looking Forward, Looking Back
  • This Is A Global Industry
  • Are Call Centers An Economic Indicator?
  • Telecom Merger Mania: Why It's Good For Call Centers
  • Sweatshops For The 21st Century?
  • Building An Industry From Scratch
  • Telemarketing: More Than A Phone Call
  • Building The Call Center Of The Future
  • The New Role Of The Call Center
  • Customizing Every Interaction: What All This Technology Is Really Good For
  • The Call Center, 2002
  • The Six-Stage Model Of Call Center Development
  • Tools For Success
  • Call Center Resources
  • Moving Your Center Forward
  • Technology
  • CTI and The Call Center: The 2% Solution
  • Component-Based Architecture
  • Sweet Suites: Inter-Application Automation
Dimensions
unknown
Extent
1 online resource (208 p.)
Form of item
online
Isbn
9781929629800
Isbn Type
(electronic bk.)
Specific material designation
remote
System control number
  • ocm45844493
  • (OCoLC)45844493
Label
Call center savvy : how to position your call center for the business challenges of the 21st century, by Keith Dawson, (ebook)
Link
http://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&db=nlabk&AN=51886
Publication
Color
multicolored
Contents
  • Forecasting, Simulating and Routing
  • Predictive Dialers Roll On
  • Inside The New ACD
  • A Dynamic Trio: 3 Technologies That Are Changing Call Centers:
  • Speech Recognition: Ready For Prime Time
  • "Virtual" Is Real
  • Counting Customers Instead Of Calls
  • The Internet Cometh
  • E-Commerce and The Internet: The Customers Are Ready
  • Is Internet Telephony Right For Call Centers?
  • Introducing Your Call Center
  • Web-Call Centers
  • The Internet In The Call Center: A New Model
  • Call Center Ops
  • Fax: The Forgotten Process
  • Standardizing Business Processes
  • Call Center? Or "Customer Touchpoint"?
  • Confronting Disaster In The Call Center
  • Losing A Lifetime Customer: How The Call Center Can Be The Single Point Of Failure
  • Monitoring: What Price Quality?
  • Call Centers And The Wider World
  • Looking Forward, Looking Back
  • This Is A Global Industry
  • Are Call Centers An Economic Indicator?
  • Telecom Merger Mania: Why It's Good For Call Centers
  • Sweatshops For The 21st Century?
  • Building An Industry From Scratch
  • Telemarketing: More Than A Phone Call
  • Building The Call Center Of The Future
  • The New Role Of The Call Center
  • Customizing Every Interaction: What All This Technology Is Really Good For
  • The Call Center, 2002
  • The Six-Stage Model Of Call Center Development
  • Tools For Success
  • Call Center Resources
  • Moving Your Center Forward
  • Technology
  • CTI and The Call Center: The 2% Solution
  • Component-Based Architecture
  • Sweet Suites: Inter-Application Automation
Dimensions
unknown
Extent
1 online resource (208 p.)
Form of item
online
Isbn
9781929629800
Isbn Type
(electronic bk.)
Specific material designation
remote
System control number
  • ocm45844493
  • (OCoLC)45844493

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