Call Center Operation

Call Center Operation

by Duane Sharp
Released April 2003
Publisher(s): Digital Press
ISBN: 9780080490618

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Book description

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

Table of contents

  1. Front Cover
  2. Call Center Operation Design, Operation, and Maintenance
  3. Copyright Page
  4. Contents
  5. Preface
  6. Chapter 1. Introduction to Call Centers
    1. 1.1 Overview
    2. 1.2 Analyzing call center requirements
    3. 1.3 Vendor solutions
    4. 1.4 A 10-point call center development process
    5. 1.5 How to use this book
  7. Chapter 2. Call Center Technology
    1. 2.1 Computer telephony integration (CTI) (1/3)
    2. 2.1 Computer telephony integration (CTI) (2/3)
    3. 2.1 Computer telephony integration (CTI) (3/3)
    4. 2.2 Network structures and CTI servers (1/2)
    5. 2.2 Network structures and CTI servers (2/2)
    6. 2.3 Basic CTI services (1/2)
    7. 2.3 Basic CTI services (2/2)
    8. 2.5 CTI implementation guidelines (1/2)
    9. 2.5 CTI implementation guidelines (2/2)
    10. 2.6 Automatic call distribution (ACD) (1/2)
    11. 2.6 Automatic call distribution (ACD) (2/2)
    12. 2.7 The Internet in the call center
    13. 2.8 Database management technology
    14. 2.9 Summary
  8. Chaper 3. Organizing and Managing the Call Center
    1. 3.1 Overview
    2. 3.2 Management guidelines for a productive call center (1/5)
    3. 3.2 Management guidelines for a productive call center (2/5)
    4. 3.2 Management guidelines for a productive call center (3/5)
    5. 3.2 Management guidelines for a productive call center (4/5)
    6. 3.2 Management guidelines for a productive call center (5/5)
    7. 3.3 Twelve characteristics of the best-managed call centers (1/2)
    8. 3.3 Twelve characteristics of the best-managed call centers (2/2)
    9. 3.4 The incoming call center
    10. 3.5 Call centers—corporate business hubs
    11. 3.6 Service level—a core value (1/3)
    12. 3.6 Service level—a core value (2/3)
    13. 3.6 Service level—a core value (3/3)
    14. 3.7 Creating value through workforce optimization (1/2)
    15. 3.7 Creating value through workforce optimization (2/2)
    16. 3.8 Disaster and contingency planning in call centers
    17. 3.9 Outsourcing the call center (1/3)
    18. 3.9 Outsourcing the call center (2/3)
    19. 3.9 Outsourcing the call center (3/3)
  9. Chapter 4. Selecting and Training Call Center Staff
    1. 4.1 Overview
    2. 4.2 Staff selection criteria
    3. 4.3 Training CSR staff
    4. 4.4 Recommended topics for CSR workshops (1/2)
    5. 4.4 Recommended topics for CSR workshops (2/2)
    6. 4.5 Tool kits
    7. 4.6 Advanced CSR training
    8. 4.7 Training supervisory and management staff (1/2)
    9. 4.7 Training supervisory and management staff (2/2)
    10. 4.8 Summary: meeting objectives
  10. Chapter 5. Call Center Case Studies
    1. 5.1 Communications (1/2)
    2. 5.1 Communications (2/2)
    3. 5.2 Energy
    4. 5.3 Financial services
    5. 5.4 Government
    6. 5.5 Health care
    7. 5.6 Real estate
    8. 5.7 Retail
    9. 5.8 Technology (1/2)
    10. 5.8 Technology (2/2)
    11. 5.9 Travel
  11. Chapter 6. Building Customer Relationships with Call Centers
    1. 6.1 A rationale and methodology for CRM
    2. 6.2 Strategies for managing customer information
    3. 6.3 Technology and business tools to support CRM (1/2)
    4. 6.3 Technology and business tools to support CRM (2/2)
    5. 6.4 The CRM planning phase
    6. 6.5 A 12-stage CRM strategy (1/2)
    7. 6.5 A 12-stage CRM strategy (2/2)
    8. 6.6 Applying the CRM strategy
    9. 6.7 CRM issues and tactics
    10. 6.8 Customer input to CRM
    11. 6.9 Managing the CRM program
    12. 6.10 CRM solution: the value to the business
    13. 6.11 Call/Contact center: driving force behind CRM
  12. Appendix A. Call Center Vendor Resources—Product and Service Offerings (1/5)
  13. Appendix A. Call Center Vendor Resources—Product and Service Offerings (2/5)
  14. Appendix A. Call Center Vendor Resources—Product and Service Offerings (3/5)
  15. Appendix A. Call Center Vendor Resources—Product and Service Offerings (4/5)
  16. Appendix A. Call Center Vendor Resources—Product and Service Offerings (5/5)
  17. Appendix B. Glossary of Call Center and CRM Acronyms and Definitions (1/4)
  18. Appendix B. Glossary of Call Center and CRM Acronyms and Definitions (2/4)
  19. Appendix B. Glossary of Call Center and CRM Acronyms and Definitions (3/4)
  20. Appendix B. Glossary of Call Center and CRM Acronyms and Definitions (4/4)
  21. Appendix C. References and Bibliography (1/5)
  22. Appendix C. References and Bibliography (2/5)
  23. Appendix C. References and Bibliography (3/5)
  24. Appendix C. References and Bibliography (4/5)
  25. Appendix C. References and Bibliography (5/5)

Product information

  • Title: Call Center Operation
  • Author(s): Duane Sharp
  • Release date: April 2003
  • Publisher(s): Digital Press
  • ISBN: 9780080490618