Call Center Operation

vii

Contents

Preface xi

1 Introduction to Call Centers 1

1.1 Overview 1

1.2 Analyzing call center requirements 5

1.3 Vendor solutions 9

1.4 A 10-point call center development process 10

1.5 How to use this book 11

2 Call Center Technology 13

2.1 Computer telephony integration (CTI) 14

2.2 Network structures and CTI servers 25

2.3 Basic CTI services 31

2.4 CTI in the call center 34

2.5 CTI implementation guidelines 38

2.6 Automatic call distribution (ACD) 45

2.7 The Internet in the call center 54

2.8 Database management technology 57

2.9 Summary 60

3 Organizing and Managing the Call Center 61

3.1 Overview 61

3.2 Management guidelines for a productive call ...