294 Index
Digital trunk card, 36
Direct inward dialing (DID), 271
Disaster and contingency planning,
119–124
auditing plans, 123–124
cabling/wiring/power assessment, 120
downtime and, 119
emergency situations and, 119–120
key personnel and, 121
manual work procedures and, 120
power protection and, 121–122
secondary operating sites and, 121
uninterruptible power supply, 120,
122–123
Distributed call centers, 92
DNIS. See Dialed number identification
service
DNIS. See Dialed number information
service
Drucker, Peter, 114
DS-0, 271
DS-1/T-1, 271
DSP. See Digital signal processor
Dual-tone multifrequency (DTMF), 271
Dumb switch, 271
DWDM. See Dense wavelength division
multiplexing
E1 line, 271
E-CRM, 280
800 network, long-distance charges and, 129
800 telephone lines
profitability of, for telcos, 129
savings in charges for, 22
80/20 law, 109, 281
E-mail
advertising via, 74
application at Nokia, 172
automated response process, 230, 271
as CRM tool, 206
defined, 271
as response category, 101
for technical support, 55
workforce management cycle and, 73
workforce management systems and, 67
Emergency situations, coping with,
119–120
Employee environment
empowerment and, 113–114
optimization and, 112–115
recognition and, 113–114
response to employee needs, 114–115
training and, 113–114
Employees
absenteeism and, 63
categorical knowledge of, 116
environment of. See Employee
environment
managing telecommuting, 92–93
motivating, 138–139
as primary assets, 117, 117–118
rising staff costs, 63
training issues, 139–140. See also
Training
turnover among, 62–63, 114–115
See also Customer service representatives;
Human resources; Staff
Employment law, compliance with, 80
Energy company, case study about, 173
Enterprise application integration (EAI) game
plan, 235
Enterprise level, CTI implementation at, 38
Erlang, A. K., 98
Erlang B, 271
Erlang C, 95–96, 98, 102, 271
Escalation rules, 175
Ethernet, 25, 271
European Union, Working Time Directive
in, 72
Event code, 271
Event-driven campaigns, 281
Exact transaction analysis, 227

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