Call center operations

In this expert guide, one of the leading computer-telecom integration (CTI) consultants in the United States shows you call center deployment and operation from the inside out. Exposing new uses, cost cutting technologies, efficiency-boosting strategies, and assessment methods with superior accuracy, famed authority Charles E. Day makes it clear why call center operations increased by more than 700% between 1983 and 1997, and continue to, grow.
The heartbeats of many of today's businesses-serving functions as diverse as telemarketing, customer ordering and service, help desks, inside sales, reservations, and financial services by phone--call centers offer one of the best paradigms for coaxing every bit of efficiency-boosting power from new communications and computing technologies.
In these pages, Charles E. Day, an expert who has helped hundreds of well-known businesses deploy and improve call centers, demonstrates how to maximize call center efficiency, yields, and cost savings in your business. Inside, you'll find page after page of ways to:

• Analyze the gains possible from call centers
  
• Fill a variety of business needs with integrated telephone and computing technologies
  
• Integrate telephone services and computing with efficient, effective technologies
  
• Link databases, call handling, workstations, GUIs, legacy systems, software packages, and networks for a better bottom line
  
• Explore practical, profitable applications of CTI in depth
  
• Test-run a call center with out-of-house resources
  
• Get new ideas for call center uses from examples throughout the book
  
• Expand your customer base and improve relationships with existing customers
  
• Boost employee performance
  
• Design a state-of-the-art call center that optimizes use of available resources and potential return