Phone calls and emails from customers are not just "events"; they are significant milestones in customer relationships. This book presents a roadmap showing you how to significantly improve customer relationships -- whether via phone, mail, fax, email, or Web -- by making the best use of call center technology.
You'll discover how to navigate the business, technical and financial issues in building and managing a customer contact center. The book shows you how to foster enhanced customer satisfaction at a reasonable cost, and how to make the call center an engine of business growth by using technology to upsell and generate new revenues from existing customers.
No other book provides such practical, in-depth information on managing a call center's technology and workflow. Key topics include: staffing, network basics, ACDs, disaster recovery, data gathering and reporting, customer experience mapping and management, CRM, and much more.
Table of Contents
Appendix I: Request for Information: Computer Telephony
Appendix II: Request for Proposal: ACD System
Appendix III: RFP: Recording and Analysis Solution
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