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Call Center Technology Demystified: The No-Nonsense Guide to Bridging Customer Contact Technology, Operations and Strategy - Softcover
Call Center Technology Demystified clarifies the sometimes complex and often confusing array of technologies that enable call center success. This book will lead you through the labyrinth of customer contact technology jargon, common misperceptions and marketing hype to help you align technology with business needs and optimize your technology investments.
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About the Author:
Lori Bocklund has 15 years’ experience in the call center industry, nine of them as a consultant with Vanguard. The majority of her time is spent on consulting projects, but she also teaches, speaks and writes articles on call center technology, strategy and operations. Lori is a proud graduate of South Dakota State University (go Jackrabbits!) and George Washington University with B.S. and M.S. degrees in Electrical Engineering. Lori lives in Vienna, Virginia, where she can be found running, bicycling with her husband, Mike, and walking in the woods with Harley, her big yellow Lab.
Dave Bengtson has more than 13 years’ experience in the call center and telecommunications industries, including a variety of consulting, sales and sales support, and product management positions. He is a call center algorithm patent holder and a frequent speaker at call center conferences and industry events. Dave holds a B.A. from Boston University and an M.B.A. from Pennsylvania State University. He resides in Denver with his wife, Sheila. When not consulting, he can be found surveying the world from a bicycle seat, killing plants in Sheila’s garden, searching for the perfect microbrew and messing up the kitchen.
Both Lori and Dave are Certified Associates of Incoming Calls Management Institute (ICMI). They are course developers and seminar leaders for "Understanding and Applying Today’s Call Center Technologies."
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- PublisherICMI Press (International Cust
- Publication date2002
- ISBN 10 0970950780
- ISBN 13 9780970950789
- BindingPaperback
- Number of pages375
- Rating
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Call Center Technology Demystified: The No-Nonsense Guide to Bridging Customer Contact Technology, Operations and Strategy
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(2002)
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ISBN 13: 9780970950789
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Call Center Technology Demystified : The No-Nonsense Guide to Bridging Customer Contact Technology, Operations and Strategy
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Call Center Technology Demystified: The No-Nonsense Guide to Bridging Customer Contact Technology, Operations and Strategy
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ISBN 13: 9780970950789
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Call Center Technology Demystified: The No-Nonsense Guide to Bridging Customer Contact Technology, Operations and Strategy
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ISBN 13: 9780970950789
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Call Center Technology Demystified: The No-Nonsense Guide to Bridging Customer Contact Technology, Operations and Strategy
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(2002)
ISBN 10: 0970950780
ISBN 13: 9780970950789
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Call Center Technology Demystified: The No-Nonsense Guide to Bridging Customer Contact Technology, Operations and Strategy
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(2002)
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ISBN 13: 9780970950789
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Call Center Technology Demystified: The No-Nonsense Guide to Bridging Customer Contact Technology, Operations and Strategy
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ICMI Press (International Cust
(2002)
ISBN 10: 0970950780
ISBN 13: 9780970950789
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Call Center Technology Demystified
Published by
ICMI Press (International Customer Management Institute)
(2002)
ISBN 10: 0970950780
ISBN 13: 9780970950789
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Softcover
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Book Description Softcover. Condition: Good. No Jacket. Call Center Technology Demystified clarifies the sometimes complex and often confusing array of technologies that enable call center success. This book will lead you through the labyrinth of customer contact technology jargon, common misperceptions and marketing hype to help you align technology with business needs and optimize your technology investments Please note the image in this listing is a stock photo and may not match the covers of the actual item. Book. Seller Inventory # 123723012
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Call Center Technology Demystified: The No-Nonsense Guide to Bridging Customer Contact Technology, Operations and Strategy
Published by
ICMI Press (International Customer Management
(2002)
ISBN 10: 0970950780
ISBN 13: 9780970950789
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Book Description Paperback. Condition: Very Good. Call Center Technology Demystified: The No-Nonsense Guide to Bridging Customer Contact Technology, Operations and Strategy This book is in very good condition and will be shipped within 24 hours of ordering. The cover may have some limited signs of wear but the pages are clean, intact and the spine remains undamaged. This book has clearly been well maintained and looked after thus far. Money back guarantee if you are not satisfied. See all our books here, order more than 1 book and get discounted shipping. Seller Inventory # 7719-9780970950789
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