April 2003
Intermediate to advanced
303 pages
11h 36m
English
Content preview from Call Center Operation
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24 2.1 Computer telephony integration (CTI)
More sales opportunities
Capability to cross sell or upsell while building loyalty
Better use of staff
Enabling Internet or company intranet connections, offering a range
of multimedia sales and service tools
A call center that uses computer telephony knows who its customers are
and why they are calling. It knows what they like, what they dislike, and
how much they are worth to the company. CTI lets a company respond
faster to changing market conditions, but it must be implemented correctly
with clear and ongoing support from upper management and a clear-eyed
view of the company’s goals for the technology. ...
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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.