Call Center Dictionary

Madeline Bodin, Keith Dawson

226 pages, parution le 06/03/2002 (3^eme édition)

Ajouter à une liste

Indisponible

Résumé

The language of the call center comes from many fields including telecommunications, engineering, and computer programming. Customer service and quality assurance terms loom large. The Call Center Dictionary explains them all in a way that is simple enough for a newcomer to grasp, but with enough depth to give insight to an old pro. It not only tells what a particular technology is, but also how it can help improve relationships with customers, and how to avoid bad techniques that can alienate customers.

With over 1,200 entries covering telemarketing, voice processing, software, and training, this book shows how to write better RFPs, identify new sales opportunities, and discover which technologies can improve the contact center. The new edition features expanded coverage of the complex world of CRM (customer relationship management).

Contents

The Dictionary ..... 1
Appendix A: Call Center Staffing Worksheet ..... 267
Appendix B: Could You Benefit From a Predictive Dialer? ..... 271
Appendix C: Have You Outgrown You Voice Processing System? ..... 273
Appendix D: Should You Consider "Universal Agents"? ..... 275
Appendix E: Appraisal Litigation Checklist ..... 277

Caractéristiques techniques

	PAPIER
Éditeur(s)	Mc Graw Hill
Auteur(s)	Madeline Bodin, Keith Dawson
Parution	06/03/2002
Édition	3^eme édition
Nb. de pages	226
Format	15 x 22,8
Couverture	Broché
Poids	376g
Intérieur	Noir et Blanc
EAN13	9781578200955
ISBN13	978-1-57820-095-5