Index 293
Index
individual experiences, 225–226
input to CRM, 229–233
inputs to multimedia call/contact center,
107
interactions with, data sources and, 57
multidimensional contact with, 54
Customer satisfaction, call duration and, 83
Customer service
effects of improving, 167
enhancing, 205, 208
staffing and, 111–112
Customer service representatives (CSRs)
advanced training, 153–154
availability of, 55
call volume and, 85
changing the priorities of, 182
competencies of, 73
CTI training for, 44
in early call centers, 3
empowering, 77, 113–114
evaluation criteria for, 44
as key to success, 87
monitoring systems and, 81–82
recognition of, 113–114
selection criteria for, 142
skills experience levels, 111
training, 7, 11, 113–114, 143–144
transition to supervisor, 138
workforce management system and, 65
workshops for. See CSR workshops
Customer touch points, 208
Customer value
growing, 223
transforming customer knowledge into,
213
Custom local area signaling service (CLASS),
270
Data, collecting incoming-call, 95
Database
centralized, 181
CRM tool, 206
customer, 23
customer relationship management, at
Crystal Decisions, 193
Onyx, 183, 195
See also Database management technology
Database management technology, 57–60
database alternatives, 58–59
data clustering, 60
data mining, 59
data standards and, 59–60
integrating customer data and, 59
See also Database
Data cleansing, 280
Data clustering, 60
Data communication standards, 20
Data-directed routing, 270
Data mart, 280
Data mining, 57–59
analytical, 237–238
as CRM tool, 206
defined, 280
elements and processes of, 238
Data model, 280
Data sources, secondary, 224
Data standards, 59–60
Data warehousing, 206, 280
Delta Dental Plan of Kentucky, 182–183
Delta updating, 280
Dense wavelength division multiplexing
(DWDM), 270
Depository Trust Company, The (DTC),
174–175
Dialed number identification service (DNIS),
270
Dialed number information service (DNIS),
29
diAx, 168–169
Digital device, 270
Digital line card, 36
Digital signal processor (DSP), 271

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