Call Center Operations

Paperback | April 14, 1999

byCharles E. Day

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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. This hands-on guide covers all the angles: management and marketing issues such as business-to-business and business-to-consumer campaigns, facility and people resources, and call center organization; network architectures, including ISDN; PBX/ACD functionality; local,long distance and cable providers; and more; automatic and predictive dialing...client server technology...GUIs and legacy hosts; call center software packages and systems; workload management, forecasting and staff schedule modeling and much, much more!

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From Our Editors

 Call centres have emerged as ubiquitous fixtures in this new high tech age of communication. Now in Call Center Operations, author and acclaimed call centre consultant Charles E. Day shows you the ins and outs of turning this vital organ in any   business into a huge source of revenue. Inside this invaluable guide you’ll find tips on,...

From the Publisher

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...as...

From the Jacket

Call centers have revolutionized the way business gets done. This book dissects this explosively growing phenomenon, revealing new efficiency-boosting techniques, gainful technologies and applications, and profit-increasing management stratagems.Call Center OperationsProfiting from TeleservicesCharles E. Day, CMCIn this expert guide, o...

Charles E. Day is president of Charles E. Day and Associates, one of the country's leading consulting firms specializing in the application of integrated telephone and computer technologies. A contributor to many industry journals, he is also a Certified Management Consultant.

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Format:PaperbackDimensions:9.2 × 7.2 × 1.32 inPublished:April 14, 1999Publisher:McGraw-Hill Professional PublishingLanguage:English

The following ISBNs are associated with this title:

ISBN - 10:0070164304

ISBN - 13:9780070164307

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Extra Content

Table of Contents

Chapter 1: Introduction to Call Center Operations.

Chapter 2: Management, Business, and Marketing.

Chapter 3: Telecommunications and Network Facilities.

Chapter 4: Premise-Based Telephone Systems.

Chapter 5: Telecom Industry Perspective.

Chapter 6: Automatic and Predictive Dialing.

Chapter 7: Client/Server Technology.

Chapter 8: Graphical User Interface (GUI) and Legacy Hosts.

Chapter 9: Relational Database Management Systems (RDMS).

Chapter 10: Call Center Software Packages and Systems.

Chapter 11: Computer-Telephone Integration (CTI).

Chapter 12: Workload Management, Forecasting, and Staff Schedule Modeling.

Chapter 13: How Does Your Call Center Measure Up?

Chapter 14: Service Bureaus, Outsourcing, and Overflow.

Chapter 15: Reference Materials.

Appendices.

Index.

From Our Editors

 Call centres have emerged as ubiquitous fixtures in this new high tech age of communication. Now in Call Center Operations, author and acclaimed call centre consultant Charles E. Day shows you the ins and outs of turning this vital organ in any   business into a huge source of revenue. Inside this invaluable guide you’ll find tips on, merging call centre services with the most innovative communications technology, expanding your client base through effective call centre relationships, improving employee performance and accurately assessing current and future gains.   

Editorial Reviews

From excerpts of review by Curt Kampmeier, Editor ...This book aims to increase our understandingof the subject of call center operations and help us, and our clients, conduct business more successfully. ...a very timely book for management consultants. Day cuts through the confusion and jargon. He deals with the related technology, process, and people aspects of call center operations in a clear, systematic manner that makes the technical aspects accessible to all....helps us cut through the jargon and grasp the underlying concepts. Free of gobbledygook, Day guides us on a step-by-step understanding of many of the developments within the teleservices industry. ...Day’s knowledge and recommendations come from years of practice serving hundreds of clients and from his impressive synthesis of concepts and materials. In this 500-page book, he has produced an exceptional reference guide that is packed full of useful information on call-handling applications. His writing is lucid and eloquent. What's more, he has organized his framework, chapters, appendices, index, and glossary so that navigating is easy. He takes us from the general to the particular—so we can choose betweena surface understanding and real submersion in the subject. He tells us the basics and also provides a context to make sense of new developments and shifts that are currently taking place.