Call Center Operation

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