Call Center Operations: Profiting from Teleservices de Charles E. Day

Call Center Operations: Profiting from Teleservices: McGraw-Hill Series on Telecomm

Autor Charles E. Day

en Limba Engleză Paperback – apr 2000

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Specificații

ISBN-13: 9780070164307
ISBN-10: 0070164304
Pagini: 516
Ilustrații: 1
Dimensiuni: 185 x 231 x 34 mm
Greutate: 0.85 kg
Editura: McGraw Hill LLC
Colecția McGraw-Hill Series on Telecomm
Seria McGraw-Hill Series on Telecomm

Locul publicării:United States

Cuprins

Chapter 1: Introduction to Call Center Operations.

Chapter 2: Management, Business, and Marketing.

Chapter 3: Telecommunications and Network Facilities.

Chapter 4: Premise-Based Telephone Systems.

Chapter 5: Telecom Industry Perspective.

Chapter 6: Automatic and Predictive Dialing.

Chapter 7: Client/Server Technology.

Chapter 8: Graphical User Interface (GUI) and Legacy Hosts.

Chapter 9: Relational Database Management Systems (RDMS).

Chapter 10: Call Center Software Packages and Systems.

Chapter 11: Computer-Telephone Integration (CTI).

Chapter 12: Workload Management, Forecasting, and Staff Schedule Modeling.

Chapter 13: How Does Your Call Center Measure Up?

Chapter 14: Service Bureaus, Outsourcing, and Overflow.

Chapter 15: Reference Materials.

Appendices.

Index.