April 2003
Intermediate to advanced
303 pages
11h 36m
English
Content preview from Call Center Operation
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14 2.1 Computer telephony integration (CTI)
Prerecorded CSR introductory greetings, with digital clarity
Enhanced fax-handling capabilities, including presorting and gener-
ating faxes automatically from the CSR terminal during talk time,
automated fax-back, and fax on demand
Capability to monitor and blend calls, switching CSRs automatically
from inbound to outbound calls when traffic permits
Call selection techniques using a PC control window that enables
CSRs to point to a call to answer from a list of calls in a queue
The technologies that are required to support an effective, high-productivity
call center operation can be classified under ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.