April 2003
Intermediate to advanced
303 pages
11h 36m
English
Content preview from Call Center Operation
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5.9 Travel 197
Chapter 5
Improved real-time visibility and in-depth historical reporting
functionality
Improved data quality, allowing management to compare agent-
recorded interaction metrics and notes found in their CRM applica-
tion to reality
Increased customer service with intelligent call distribution, provid-
ing more control over call routing and distributing customer calls to
the most appropriate agent in a quicker and more efficient manner
5.9 Travel
Company: Thomas Cook Direct
Profile
Thomas Cook Direct has a mission to become a major travel service for
holiday and flight bookings. To succeed in this goal, customer care must be
second to none. ...
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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.
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