April 2003
Intermediate to advanced
303 pages
11h 36m
English
Content preview from Call Center Operation
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2.2 Network structures and CTI servers 25
Chapter 2
that passes through the agent’s screen during the call. A company record of
every transaction can be kept indefinitely, providing an audit trail and a
training aid.
Call center productivity improvements resulting from CTI include the
following:
Reduces operating costs through staff reductions—more calls can be
handled by fewer staff
Enables smaller companies to look like big ones—without sacrificing
the personal touch
Enables companies to present an image of greater capability than they
may possess—providing automated 24/7 response
A more detailed analysis of performance measurement techniques is ...
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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.