Call Center Technology Demystified : The No-Nonsense Guide to Bridging Customer Contact Technology, Operations and Strategy

Bocklund, Lori, Bengtson, Dave

ISBN 10: 0970950780 / ISBN 13: 9780970950789

Published by Call Center Press, 2002

About this Item

Pages intact with possible writing/highlighting. Binding strong with minor wear. Dust jackets/supplements may not be included. Stock photo provided. Product includes identifying sticker. Better World Books: Buy Books. Do Good.

Seller Inventory # 4591119-6

Bibliographic Details

• Title: Call Center Technology Demystified : The No-Nonsense Guide to Bridging Customer Contact Technology, Operations and Strategy
• Publisher: Call Center Press
• Publication Date: 2002
• Language: English
• ISBN 10: 0970950780
• ISBN 13: 9780970950789
• Binding: Soft cover
• Condition: Very Good
• Weight: 1.505 pounds

About this title

Synopsis

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.

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."