| Call Center Technology Demystified
by Lori Bocklund and Dave Bengston - 2002
The No-Nonsense Guide to Bridging Customer Contact Technology, Operations and
Strategy. Call Center Technology Demystified clarifies the sometimes complex and often
confusing array of technologies that enable call center success. This book will lead you
through the labyrinth of customer contact technology jargon, common misperceptions and
marketing hype to help you align technology with business needs and optimize your
technology investments.
301 Great Customer Service Ideas : From America's Most Innovative
Small Companies (301 Series)
by Nancy Artz (Editor), Harvey MacKay (Introduction) - 1997
301 Great Customer Service Ideas cuts past the cumbersome 'reinventing the wheel'
arguments of marketing theory and zeros in on 301 ingenious, inexpensive and easily
applied marketing ideas culled from the pages of Inc. and Inc. Technology magazines and
the Positive Performer Awards presented by Inc. Covering every aspect of customer service
from focus groups and quality assurance to service audits and complaint management, every
idea in this book can have an immediate impact on a company's bottom line.
337 Killer
Voice Applications
by Edwin Margulies - 1997r>
This book is for newcomers and veterans to voice processing and computer telephony.
It is a standard reference and training manual for many top-flight organizations. Use it
to train your sales people, brainstorm new products and teach your customers about
computer telephony.
1001 Computer
Telephony Tips, Secrets and Shortcuts
by Edwin Margulies - 1996r>
This publication provides dozens of checklists on how to buy, evaluate and install
computer telephony hardware and software. Hard-to-find tips on fraud control, fax servers,
operating system choices and boards are included.
At
Americas Service : How Your Company Can Join the Customer Service Revolution
by Karl A. Albrecht - 1995r>
From the co-author of the business bestseller Service America! comes a
comprehensive, practical manual for implementing service management strategies that work.
Albrecht focuses on issues and problems such as building a service culture, how to get
managers to think in new ways, common mistakes and more.
Automating Your Support Center--A Practical Guide to Assessing Service
Automation Tools
by Monica David - 1997r>
This guide gives you over 400 pages of accurate, up-to-date client/server/network
requirements, features, specifications, and pricing on all the leading software automation
packages available-in a standardized format. It also provides detailed write-ups of the
user interface, report generation capabilities, Internet/intranet integration,
customization capabilities, problem resolution methodology, and support programs
(including warranty) and pricing. The report also outlines the benefits of support
automation, walks the reader through the cost-justification process, and provides a
step-by-step guide to determining requirements, getting interdepartmental consensus, and
selecting the vendor.
Best Practices: Building Your Business With Customer-Focused Solutions
by Robert Hiebeler, Charles Ketteman, Thomas B. Kelly - 1998
Arthur Andersen shares its understanding of how more than forty best-practices
companies focus on their customers, create growth, reduce cost, and increase profits.
Managers of any business in any industry can adapt and apply what those companies do best.
Breakthrough Customer Service: Best Practices of Leaders in Customer
Support
by Stanley A. Brown - 1998
This book brings together in one volume some of the leading ideas and practices in
the field of customer service and support. Editor Stanley Brown has compiled an
outstanding group of contributors who offer their first-hand success stories that explore
every aspect of the field, including: creating the right corporate culture, establishing
and using the right measurements and standards, short and long term strategic planning,
using state-of-the-art technology to your company's best advantage, and more.
Building
Call Center Culture
by Dan Coen - 2001
Building Call Center Culture goes beyond most management books. Why? Because this
book explores the "human element". Most books about the customer contact center
study technology, setting up call centers, the industry, etc. This book takes "people
supervision" as its central theme and builds upon it. Dan Coen, the author, is an
industry expert with a creative mind. He thinks "out-of-the-box". Mr. Coen
believes that supervising people, not the technology people use, is what makes a call
center tick!
Call
Center Benchmarking (Deciding if Good is Enough)
by Jon Anton, David Gustin and Stijn Spit - 2000
Call
Center Continuity Planning
by Jim Rowan and Sharon Rowan (Contributor) - 1998r>
A disruption in your call center operation can conceivably cost you hundreds of
thousands of dollars. And multiple disruptions can cost in the millions. Call Center
Continuity Planning shows you how to plan for - and avoid - service interruptions through
disasters large and small. This book will show you how to deal with everything from power
outages to major hurricanes.
The
Call Center Dictionary, 3rd Edition
by Madeline Bodin & Keith Dawson - 2002
Call Centers in Plain English: Your company needs a call center to be competitive
in the 21st century. This book is your guide to the technology, techniques, and trends in
today's call centers. The Call Center Dictionary contains all the information you need to:
Understand: Your boss, your vendors, the technicians from the telecom and IT departments.
Explain: To management, technicians, and new hires. Interpret: Technology sales literature
and sales presentations. Implement and Improve: Getting the most out of CRM tools to
maximize customer satisfaction and foster increased sales.
The
Call Center Dictionary: The Complete Guide to Call Center Technology and Operations
by Madeline Bodin and Keith Dawson - 1999
The language of the call center comes from many fields including
telecommunications, engineering, and computer programming. The Call Center Dictionary
not only explains what a particular technology is, but also how it can help improve
relationships with customers.
The Call Center Handbook, 4th edition
by Keith Dawson - 2001
Need to know how to buy a phone switch for your call center? How to measure the
productivity of agents? How to choose from two cities that both want your center? No
problem. "The Call Center Handbook" is a complete guide to starting, running and
improving your call center. It explains it all: everything that goes into the connection
between a company and its customers. From technology primers to details about choosing and
using specific products -- such as CRM -- this handbook is an indispensable guide for the
call center manager.
Call
Center Management on Fast Forward; Succeeding in Today's Dynamic Inbound Environment
by Brad Cleveland, Julia Mayben - 1999
Learn how to achieve service level with quality in an era of more transactions,
grown complexity and heightened caller expectations. Understand the "how" behind
best practices. Boost caller satisfaction. Win top management's support. Discover what
separates a good call center from a great one.
Call
Center Operations: A Guide for Your Journey to Best-Practice Processes
by Becki Hack, Peggy Newton and Trip Wyckoff- 2000
As one of the titles in the American Productivity & Quality Center’s
Passport to Success series, Call Center Operations: A Guide for Your Journey to
Best-Practice Processes provides readers with a comprehensive understanding of what it
takes to achieve successful call center operations. Based on years of research into the
practices of leading organizations--and supported by examples of best practices and tips
from actual practitioners--this book will guide readers in their own call center efforts.
Call
Center Operations: Profiting from Teleservices
by Charles E. Day - 2000r>
Optimize call center technologies and boost your bottom line. Open up new sales
opportunities and improve customer service with today's newest teleservice technologies!
Call Center Operations: Profiting from Teleservices , by Charles E. Day, puts at your
fingertips everything you need to understand computer telephony integration...assess
available methodologies...and pick the ones right for your business needs.
Call
Center Recruiting and New Hire Training
by Greg Levin, et al - 2001r>
The highest hurdle that stands before most call center managers today is the
shortage of qualified agents. To help you prepare for booming call center growth and the
demands of the emerging multichannel environment, Call Center Recruiting and New Hire
Training compiles the best articles, ideas and tools from the monthly newsletter Call
Center Management Review to give you the foundation for a forward-thinking approach to
agent recruitment and new-hire training.
Call
Center Success: Essential Skills for CSRs
by Lloyd C. Finch - 20000
A guide for customer service representatives to handling the challenges of the job
and representing the company with friendliness and dignity. An interactive foundation for
learning to build good customer relationships. Crisp Fifty-Minute Book - Softcover.
Call
Centers and the Internet: Enhancing Customer Contact
by American Productivity and Quality Center - 1999r>
With the Internet offering consumers greater control of their purchasing decisions
and greater access to their organizations of choice, many companies have found it
necessary to enhance their level of customer support and customer service delivery to meet
growing expectations. Their approaches to integrating Internet use in traditional
phone-based call centers are highlighted in this Best-Practice Report, Call Centers and
the Internet: Enhancing Customer Contact. Based on a groundbreaking consortium
benchmarking study, this report examines eight findings in four focus areas: the emerging
role of the Internet, building an Internet business, maintaining an Internet environment,
and measuring success in an Internet environment.
Call
Centers Made Easy
by Stephen Medcroft - 2001
A
Call From the 21st Century: The Technology of Customer Contact
by Paul Anderson - 1996r>
This book focuses on the existing and emerging technologies of telecommunications
and their practical use in essential customer service applications. It provides insight
into the technologies of tomorrow, examines the digitization of the global economy and
discusses the evolution of the telephone as a mass media appliance. In addition, it
predicts the radical transformation of consumer marketing and provides a pragmatic look at
the technologies that will affect business: Internet, cable modems, wireless phones,
integrated services digital network, asynchronous transfer mode, and video telephony.
A
Career for the 21st Century: A Handbook for Call Center Agents
by Clifford G. Hurst - 2000r>
This book answers many of the questions you will have during your first months on
the job as a call center agent. Keep it at your workstation as a handy desktop reference.
It is practical, brief, and easy-to- read. It's filled with down-to-earth advice. The
glossary provides a handy reference to the specialized technology and terminology used in
call centers. There is even a section of brain teasers that lets you have fun while you
learn.
The
Complete Guide to Telemarketing Management
By Joel Linchitz - 2000
The Complete Guide to Telemarketing Management describes how to make maximum
productivity an attainable and realistic objective. The sourcebook covers every aspect of
running a telemarketing operation from start-up through day-to-day execution.
The Complete Help Desk Guide
by Mary Lenz - 1996r>
This book will teach you how to create the world's best- manned or unmanned
help desk for technical support - for employees and/or customers. This book will help you
choose the right help desk software, the best help desk equipment and find the right
employees. The book covers help desks that are attached to phone lines and the Internet.
The book contains two detailed RFPs for buying help desk software. Fill in your own stats.
Send the RFPs to potential vendors. The book contains in-depth interviews with successful
help desk mangers, hundreds of tips for choosing the right system and a 40-page guide
detailing help desk systems (i.e. ones available today) and their prices. The Complete
Help Desk Guide also covers outsourcing, tools with artificial intelligence, incorporating
technologies like ACDs and IVR systems and providing support electronically.
Computer Telephony and Wireless Technologies : Future Directions
in Communications
by Bob Emmerson, David Greetham - 1997
This new 275-page report from CTR provides a comprehensive analysis of two of
today's most dynamic areas in information technology: computer telephony (CT) and wireless
communications. The report explores how these applications can provide solutions to your
organization's business needs.
Customer
Relationship Management: Making Hard Decisions with Soft Numbers
by Jon Anton, John Anton - 1996
This book documents and demonstrates
cost-effective techniques that the authors themselves have used to assist company managers
in accomplishing strategic customer relationships management. It provides future or
practicing non-technical corporate managers with the tools to better retain customers by
backing their "hard decisions" with the "soft numbers" used to measure
customer relationships.
Customer
Satisfaction is Worthless, Customer Loyalty is Priceless: How to make customers love you,
keep them coming back and tell everyone they know
by Jeffrey H. Gitomer - 1998
Nationally syndicated columnist and sales trainer, Jeffrey Gitomer shows you how to
convert "satisfied" customers into "loyal" customers. Contains a game
plan that any customer-serving employee, salesperson, manager, executive or entrepreneur
can enact to make customers love you, keep them coming back and tell everyone they know.
Customer
Service for Dummies
by Karen F. Leland and Keith F. Bailey - 1999
Features ready-to-use surveys and questionnaires! In today's highly competitive
environment, good products and good marketing aren't enough. To succeed you also need good
customer service. Now revised with new coverage of e-mail and Internet issues, new
examples, new solutions, and more, this guide is your key to quality service -- and
success -- in the new millenium.
Customer
Service over the Phone
by Stephen Coscia - 1998
Call center managers give this small, easy-to-read book to all their agents. It
helps agents understand how important their job is and teaches them the best ways to deal
with customers. The author has run a busy, large call center for years. This book contains
the best customer service ideas, techniques and strategies developed over years.
Customers:
Arriving With A History And Leaving With An Experience; How to Build Your Sales,Service or
Help Desk Call Center To Please Customers
by Andrew J. Waite - 1996
This book is based on the premise that life for call center and help desk managers
has become far more complex than just an ACD-equipment decision. Phone calls from
customers are not just "events," but are significant milestones in customer
relationships. They include correspondence by mail, by fax, by e-mail, by Internet and
"touching" by interactive voice response and computer telephony links. The
author has over 20 years intimate experience with call centers.
CTI
Solutions and Systems : How to Put Computer Telephony Integration to Work
by Michael Thomas Bayer - 1997
How can businesses sort out all the new products and services available from cable,
telephone, and Internet providers-and begin profiting from them? This guide has the
answers. It covers the essential standards and components of computer telephony
integration ((CTI), demystifying the jargon and supplying much-needed practical advice for
organizations of all sizes. Written by the pioneer who authored the 2,500-page technical
specifications for CTI, this book shows information systems professionals and general
decision-makers how to use CTI to save time, reduce costs, and improve customer
satisfaction. Detailed case studies demonstrate CTI solutions for call center automation,
sales force automation, workflow automation, personal productivity, call screening, and
much more.
Data
and Telecommunications Dictionary
by Julia K. Petersen - 1999r>
The Data & Telecommunications Dictionary documents the growing body of
communication-related material, providing terms and concepts in a technically
comprehensive, relevant, standard-setting manner. This generously illustrated reference
can help professionals and new users cope with the seemingly overwhelming influx of
terminology, procedures, tools, and applications. This comprehensive reference includes
over 9,000 entries, more than 300 charts and illustrations, and extensive appendices
covering timelines, RFC categories, extended ATM definitions and a quick lookup table of
common abbreviations and acronyms.
Designing
the Best Call Center for Your Business
by Brendan B. Read - 2000r>
Examines all key aspects of opening and expanding a live agent call center, with
in-depth coverage on facilities and workstation design, site selection, including
communications and power backups, finding the right property and staff recruiting,
training and retention.
Desktop
Encyclopedia of Telecommunications
by Nathan J. Muller - 1998
A 550 page comprehensive guide to current issues in today's call center
environment.
The
Essential Guide to Telecommunications
by Annabel Z. Dodd - 2001r>
The telecommunications industry encompasses hundreds of different technologies,
which in turn have spawned many trade names, jargon terms, and legal definitions. Those
looking for a comprehensive introduction to the technologies, laws, and marketing programs
that govern telecommunications need to read The Essential Guide to Telecommunications.
Inbound
Call Centers : Design, Implementation, and Management
by Robert A. Gable - 1993r>
A manual for managers responsible for a company's incoming telephone center or
scattered network of centers. Describing such centers as combinations of technology and
business practice, provides basic guidelines for their design and operation, and considers
the flexibility needed to respond to changes in company policy or business trends, or to
disaster situations. Annotation copyright Book News, Inc. Portland, Or.
Internet
and Computer-Based Faxing: The Complete Guide to Understanding and Building IP and G3 Fax
Applications
by Maury Kauffman - 1998
Within the next few years $25 billion in fax costs will migrate from regular phone
service to Internet transmission, thus saving organizations billions of dollars per year.
This new, extensively expanded edition explains the standards and technology for IP
faxing. It shows companies how they can take advantage of this development to save money,
or to develop a new business as a service bureau providing IP faxing. This book will also
teach you how to build or buy the most popular PC-based fax applications, including LAN
Fax Server, Fax Broadcasting and Fax-On-Demand. Topics include: G3 and IP fax basics;
compression; standards; routing; application generators and boards.
Internet
Telephony for Dummies (For Dummies)
by Daniel D. Briere, Rebecca Wetzel, Danny Briere, Patrick Hurley (Contributor) - 1997
Authors Briere, Hurley, and Wetzel bring some order to the chaos. They begin with
an overview of what makes up Internet telephony and how to put it to use. Then Internet
Telephony for Dummies simply discusses the underlying history and technology of the
subject--mercifully skipping over the basic "what is the Internet" material
you've read in other books. From there, the authors--in the light-hearted Dummies
manner--tell you how to ensure that your Internet service provider (ISP) supports
telephony, what protocol to use, how to select and use equipment, what the leading
software is, and more. The authors even discuss the gateway services that enable you to
use the Net with a regular telephone or fax machine. The book offers a variety of
troubleshooting tips for when things go wrong as well as a look at upcoming options.
Internet Telephony for Dummies comes with a CD-ROM that includes telephony software--some
demo software and some fully functional--for both Macs and PCs.
Maximizing
Call Center Performance
by Madeline Bodin - 1998
This book shows call center managers how to leverage technology to solve specific
needs. It's packed with innovative solutions for customer service, billing, collections,
and technical support. It provides practical applications for technologies such as call
blending, customer service on the Web, and virtual call centers.
The
MVIP Book; The Definitive Reference Manual For The Multi-Vendor Integration Protocol; The
Worldwide Computer Telephony Standard
by Inc Go-Mvip (Editor), Harry Newton, GO MVIP - 1995
Multi-Vendor Integration Protocol developers, zealots and budding entrepreneurs
echo this simple response as they continue to use off-the-shelf MVIP compatible PC
components to build complex, money-making and occasionally mind-boggling computer
telephone platforms and applications. Available application technologies include
voice processing, multiline facsimile, speech recognition, text-to-speech, telephone call
switching and call processing, video and audio conferencing, video codes, data
communications and inverse multiplexing.
Navigating the Customer Contact Center in the 21st Century
by William Durr - 2001
Supervisors and managers who are responsible for the creation and successful
operation of modern customer contact centers must understand and react to the remarkable
changes that are transforming call centers in this technological age. Examined in this
guide are the influences driving the creation and expansion of contact centers; the impact
of voice mail, e-mail, and the Web; and a management process that focuses on managing
productivity and quality in equal measure. Management challenges, the effective use of
reports and rewards, and operations issues are also covered.
Newton's
Telecom Dictionary, 18th Edition
by Harry Newton, Ray Horak - 2002
“Newton's Telecom Dictionary” has long bee required reading for anyone
involved in the telecommunications, networking, and Internet industry. It is more
essential today than ever before because of the revolutionary changes that continue to
unfold. There are many new standards, new technologies and new vendor-specific terms. This
book is for everyone trying to keep up with the new technologies and terms being created
everyday. Terms are explained in easy to understand definitions and mini essays, sprinkled
with Newton's dry wit. This book thoroughly defines terms in an accessible and
non-technical manner, using as extensive or as brief an explanation as necessary for each
term.
Next
Generation Phone Systems
by David Krupinski, Brian McConnell, Charlie Schick, Ph.D. - 2001
In this book, we’ll explore a whole new generation of voice communication
solutions and provide you practical information and advice to help you make sense of this
exploding market and select the appropriate solution for your business.
Online
Customer Care: Strategies for Call Center Excellence
by Michael Cusack - 1998
This book focuses on leveraging the advantages of existing technology-based
processes and learning and applying emerging processes and technologies--in cost effective
ways--to enable organizations to become ongoing, best-in-class customer care providers.
Traditionally, one of the biggest problems for customer care executives has been how to
balance CSR productivity with customer satisfaction. By implementing on line solutions
which facilitate a timely and relevant response to a customer's inquiry or problem, the
executive can realize a significant return on investment both through renewed customer
loyalty and direct access to useful market intelligence. This book is intended to outline
the steps required in order to become an active participant in the continuously evolving
model of online customer care.
A
Practical Guide to Call Center Technology
by Andrew J. Waite - 2002r>
Explores the business, technical, and financial aspects of building and managing a
customer contact center. The author overviews staffing issues, the advantages of an
automatic call distributor, the types of telephone terminals and workstations available,
the generation of workflow and sales reports, and integrating the Internet into a
traditional call center. No index. Annotation copyright Book News, Inc.®, Portland, OR.
Process
Innovation: Reengineering Work Through Information Technology
by Thomas Davenport - 19922
The
Reengineering Revolution, A Handbook
by Michael Hammer and Steven A. Stanton - 1995r>
In an easy-reading, anecdotal style, the book offers
behind-the-scenes stories of reengineering successes and failures; practical techniques
for key aspects of reengineering, from breaking long standing assumptions to managing
change; and insights into the new ways of thinking that reengineering requires.
Running
an Effective Help Desk
by Barbara Czegel - 1998
The definitive guide to setting up and running a
successful Help Desk--now updated and expanded to include the latest Web-based
technologies. The thoroughly revised, updated, and expanded Second Edition of the
critically acclaimed, first-ever guide to running an effective Help Desk, this book tells
you everything you need to know to plan, budget, staff, implement, track, upgrade, and
even outsource your organization's Help Desk.
Successful Telemarketing: The Complete Handbook on Managing a
Profitable Telemarketing Call Center
by Kathy Sisk - 1995r>
A guide to the process of launching and managing a successful call center,
including getting started and projecting costs; employee recruitment and compensation;
telemarketing sales representative training, coaching, motivation, and morale; utilizing
key hardware and software; voice communication and customer service etiquette;
business-to-business prospecting, direct mail follow-up, referrals, and reviving lost
accounts; and obtaining lists and improving the database. Includes some 20 customizable
telemarketing scripts. Annotation copyright Book News, Inc. Portland, Or.
Tele-Stress - Relief for Call Center Stress Syndrome
by Steven Coscia - 1998
Surveys indicate that 98 percent of call-center
employees receive at least one stressful call each day. Irate customers are the leading
cause of tele-stress. The author explains what it is, how it affects the body, and how to
overcome it with commonsense strategies.
Testing
Computer Telephony Systems and Networks
by Steve Gladstone - 1996
This book is structured to systematically help you:
1) Understand Computer Telephony testing. Key components, issues, and likely CT
problems. 2) Address service objectives. Understanding how you want the system to
work, in order to develop your service objectives. 3) Develop the test plan. The
test plan is the document that will guide the actual testing process. These chapters help
you develop the processes, tools, testing methods, and the actual tests, which will
encompass your test plan. 4) Select test tools. These chapters help you understand
what tools are needed and provides guidelines for test automation tools. 5) Test and
analyze. These chapters provide concrete examples on how to perform high-leverage CT
tests.
The
UnPBX - The Complete Guide to the New Breed of Communications Servers
by Edwin Margulies - 1997r>
There is an UnPBX in your future, and this book tells
how it can start saving you money and time now. You may buy one as a business phone
system. Or you may buy one as an ACD - automatic call distributor. Or you may buy it to
handle your intra-company and Internet e-mails. Or you may use it to run your very own
www.YourCompany.com Web site. Or you may buy it to handle your inbound and outbound faxes.
Or you may buy it to automate your customers requests for information - like their bank
balances, order status, appointment schedule. Or you may buy it to allow your people to
"see" their e-mails, voice mails and faxes on a single screen on their desk. Or,
you may use it to send your voice and fax calls over the Internet or your private data
network. Or, you may use it for all or some of the above. An UnPBX is a remarkable device.
It will revolutionize the way we handle all forms of office communications. All forms.
Using the Telephone more
Effectively
by Madeline Bodin - 1997
The telephone is a powerful tool for creating business opportunities. This updated
and expanded edition gives detailed advice on using the phone to reach deal-makers, sell,
negotiate, and run meetings. It introduces the latest technologies and shows how to handle
even the toughest customers over the telephone.
Wake Up Your Call Center: Humanizing Your Interaction Hub (3rd
Edition)
by Rosanne D'Ausilio - 2000
In her introduction, Roseanne D'Ausilio states: "We have lots of talk covering
technical information and training, software, hardware, new systems-a whole new language,
in fact. But what about the people? They are too often dropped out of the picture as
people, and I want to call this to your attention because we, the people, make the
difference!"
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