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Navigating the Customer Contact Center in the
21st Century: A Technology and Management Guide by William Durr, softcover, 201 pages, 2001, $31.95, Sorry - out of print |
This is a "must have" book for any supervisor, manager, or business executive who has responsibility for the creation and successful operation of modern, multimedia customer contact centers. The book guides you through the new forms of communication such as e-mail and the Internet and how it has transformed the call center into the contact center.
Features include:
- Detailed instructions on how to use technology and manage the contact center using reports produced by nearly any system
- Complex technology issues are written in easy-to-understand text
- An entire dictionary of commonly used words, phrases, abbreviations, and acronyms
- Why e-mail and web site support are the two Internet, multimedia applications that will impact all call centers. You will learn about their technology and processes.
- New performance metrics associated with new multimedia transactions
- How to transform difficult-to-understand ACD reports into motivational and informative charts and graphs
- How the Internet and public switched network works
- How wireless communications will impact the customer contact center
- The importance of workforce management software in blended, multimedia environments
- Techniques to ensure that motivational contests and awards are the greatest benefit to the team
- And much more.
Table of Contents
-
Call Centers, Contact Centers, or Convenience Centers?
- Historical Perspectives
- Customer Contact Space
- Appropriate Technology
- People, Process and Technology
-
The Changing Role of Call Centers
- Call Centers -- Origins
- The Evolution of Call Centers
- The Mission of Customer Contact Centers
-
The Networks Around Us
- Circuit-Switched Voice Network
- Packet-Switched Networks
- Mobility
- Three Networks, One Aim
-
Contact Centers: A Technology Road Map
- ACD System Architecture Simplified
- Future Architectures
- Call Routing
- Operations Information
- Voice Mail
- Interactive Voice Response
- Workforce Management Software Systems
- Quality Monitoring Systems
- Computer Telephony Integration
- Virtual Contact Centers
- How Virtual Do You Want to Be?
- E-Mail in the Contact Center
- Web Site Support
- Desktop Re-Engineering
- Why Do We Need All This Technology?
-
Contact Center Management Challenges
- Six Failure-Causing Myths
- Issues and Problems
- Call Center Dynamics
- Why It's Difficult
- The Contact Center Challenge
-
A Management Process for Productivity and Quality
- Five Contact Center Realities
- Six Principles Leading to World-Class Contact Centers
- A Contact Center Management Philosophy
- Contact Centers - A Management Process
- Facilitating Change
- MIS Reports
- Measuring Productivity
- Multiskilled Agent Productivity Measures
- Measuring Quality
- Putting Productivity and Quality Scoring Together
- Skill & Knowledge Set
- Recognition and Motivation
- Contests
- Rewards
- What About Outbound?
- Blended Centers
- Performance Metrics for Multimedia Transactions
-
Managing Cost per Transaction
- Determining Labor Costs
- Facilities Costs
- Supplies
- Technology Costs
- Transmission Costs
- Cost-per-Transaction Dynamics
- Attacking Cost-per-Transaction
- Outbound Calling Campaigns
- Multimedia Transactions
-
Observations, Opinions, and Speculations
- Universal Queues Need Universal Agents
- Wireless
- Customer Relationship management
- CRM Lite
- Is There a Dark Side to CRM?
- Contact Center Size and Multilocation Architecture
- The Persistence of E-Mail
- What Kind of Employee is a Contact Center Agent?
- Application Service Provisioning
- Application Service Provisioning and Telephony
- 2010
- So, it's Communication You Want?