Call Center Operations : Profiting from Teleservices

Day, Charles E.

ISBN 10: 0070164304 / ISBN 13: 9780070164307

Published by McGraw-Hill Professional, 2000

About this Item

Unread book in perfect condition.

Seller Inventory # 42503

Bibliographic Details

• Title: Call Center Operations : Profiting from Teleservices
• Publisher: McGraw-Hill Professional
• Publication Date: 2000
• Language: English
• ISBN 10: 0070164304
• ISBN 13: 9780070164307
• Binding: Soft cover
• Condition: As New

About this title

Synopsis

Optimize call center technologies and boost your bottom line. Open up new sales opportunities and improve customer service with today's newest teleservice technologies! Call Center Operations: Profiting from Teleservices , by Charles E. Day, puts at your fingertips everything you need to understand computer telephony integration...assess available methodologies...and pick the ones right for your business needs. This hands-on guide covers all the angles: management and marketing issues such as business-to-business and business-to-consumer campaigns, facility and people resources, and call center organization; network architectures, including ISDN; PBX/ACD functionality; local,long distance and cable providers; and more; automatic and predictive dialing...client server technology...GUIs and legacy hosts; call center software packages and systems; workload management, forecasting and staff schedule modeling and much, much more!

About the Author

Charles E. Day is president of Charles E. Day and Associates, one of the country's leading consulting firms specializing in the application of integrated telephone and computer technologies. A contributor to many industry journals, he is also a Certified Management Consultant.