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Managing Telephony Within the Support
Center, by Eugene Ball, softcover pamphlet, 33 pages, 2002, $12.95
Special Order Only |
Overview
The increased demand by customers for technical support, while management continues to look for ways to reduce the cost of that support, has forced the customer support industry to look at ways to automate and measure all of the functions within the support center. One area that has made great strides is the communications (telephony) between the customer and the support center. For most companies some ten years ago, telephony meant the phone lines that connected the customers with the help desk analysts. These could be either internal or external customers. Today, telephony can be a lot more complicated than just a few lines connecting the customers and the analysts. This book will look at the key components that make up the telephony technology used in today’s customer service center.
Table of Contents
- Public Branch Exchange (PBX)
- Automatic Call Distribution (ACD)
-
Interactive Voice Response (IVR)
- Enhanced Customer Input
- Increased Information Output
- Improved Call Routing
- Maximizing Your IVR Benefits
- Cost Considerations
-
Computer Telephony Integration (CTI)
- Several CTI Application Examples
-
Intelligent Computer Telephony Integration (ICTI)
- How Can Your Decide if a CTI Application is Cost Effective?
- Steps Required to Implement CTI
- CTI Testing
- Hardware and Software Considerations
- Telephony Resources
- Terminology
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