Elsevier S & T

Call Center Operation: Design, Operation, and Maintenance

Sharp, Duane

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Table of contents
  • Cover
  • Copyright Pageiv
  • Contentsvii
  • Prefacexi
  • Chapter 1. Introduction to Call Centers1
  • 1.1 Overview1
  • 1.2 Analyzing call center requirements5
  • 1.3 Vendor solutions9
  • 1.4 A 10-point call center development process10
  • 1.5 How to use this book11
  • Chapter 2. Call Center Technology13
  • 2.1 Computer telephony integration (CTI)14
  • 2.2 Network structures and CTI servers25
  • 2.3 Basic CTI services31
  • 2.5 CTI implementation guidelines38
  • 2.6 Automatic call distribution (ACD)45
  • 2.7 The Internet in the call center54
  • 2.8 Database management technology57
  • 2.9 Summary60
  • Chapter 3. Organizing and Managing the Call Center61
  • 3.1 Overview61
  • 3.2 Management guidelines for a productive call center64
  • 3.3 Twelve characteristics of the best-managed call centers87
  • 3.4 The incoming call center94
  • 3.5 Call centers„corporate business hubs98
  • 3.6 Service level„a core value99
  • 3.7 Creating value through workforce optimization110
  • 3.8 Disaster and contingency planning in call centers119
  • 3.9 Outsourcing the call center124
  • Chapter 4. Selecting and Training Call Center Staff137
  • 4.1 Overview138
  • 4.2 Staff selection criteria141
  • 4.3 Training CSR staff143
  • 4.4 Recommended topics for CSR workshops144
  • 4.5 Tool kits152
  • 4.6 Advanced CSR training153
  • 4.7 Training supervisory and management staff154
  • 4.8 Summary: meeting objectives162
  • Chapter 5. Call Center Case Studies165
  • 5.1 Communications167
  • 5.2 Energy173
  • 5.3 Financial services174
  • 5.4 Government179
  • 5.5 Health care182
  • 5.6 Real estate185
  • 5.7 Retail187
  • 5.8 Technology190
  • 5.9 Travel197
  • Chapter 6. Building Customer Relationships with Call Centers199
  • 6.1 A rationale and methodology for CRM200
  • 6.2 Strategies for managing customer information204
  • 6.3 Technology and business tools to support CRM206
  • 6.4 The CRM planning phase214
  • 6.5 A 12-stage CRM strategy218
  • 6.6 Applying the CRM strategy225
  • 6.7 CRM issues and tactics226
  • 6.8 Customer input to CRM229
  • 6.9 Managing the CRM program233
  • 6.10 CRM solution: the value to the business236
  • 6.11 Call/Contact center: driving force behind CRM240
  • Appendix A. Call Center Vendor Resources„Product and Service Offerings245
  • Appendix B. Glossary of Call Center and CRM Acronyms and Definitions267
  • Appendix C. References and Bibliography283
Book details
  • Vendor Elsevier S & T
  • SKU 9781555582777
  • ISBN-13 9780080490618
  • Author Sharp, Duane
  • Category Computers
  • Subject General

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Every customer-facing corporation has at least one call center. In the United States, call centers handle a billion calls per year. Call Center Operation gives you complete coverage of the critical issues involved in the design, implementation, organization, and management of a customer call center. Sharp provides information on advanced technology tools for workforce management, workshop examples for training call center staff, and an analysis of the significance of the call center to overall corporate customer relationship strategies.
A special feature of the book is its focus on call center case studies, describing a number of successful call center strategies and best practices, selected from various business sectors - financial, retail, healthcare, travel, technology, and others. These case studies provide useful guidelines based on successful corporate call centers that will guide you in establishing and maintaining the most effective call center operation for your enterprise.

· Presents key concepts and techniques, including a formal development process, in a real-world context
· Provides extensive management guidelines
· Stresses the importance of staff selection and training