Index 299
Index
Router, 275
Routing
conditional transaction, 269
data-directed, 270
intelligent, 177
skills-based, 49, 177
systems, 52–53
in telephone network, 28
universal, 74
Saddletree Research, 115
Sales-focused call centers, 74
Sampling rate, 275
Schedule-adherence policy, 182
Schedules
adjusting, 76
for incoming call center, 96
workforce management cycle and, 69–70,
79
Screen pop, 275
Script, 275
SCSA. See Signal computing
system architecture
Secondary data sources, 224
Segmentation, 281
Server, 276
Server platform, 25
Service control point (SCP), 276
Service level, 276
abandoned calls and, 102
ACDs and, 104–105
awareness of, 95
call blockage and, 103
call center management and, 99–100
defining, 100–101
as limited measure, 105
minimizing abandonment, 108–110
objectives, 95, 106–108
optimizing, 105–106
other response categories and, 101
other response criteria and, 101
poor, 106
priority of inbound transactions, 102
quality of service and, 105
rationale for, 102–103
as time dependent, 103
unanswered calls and, 102
WFC and information about, 77
Service-level agreement (SLA), 11, 107
Service standard, 100. See also Service level
Shrinkage, 96
Signal computing system architecture (SCSA),
276
Signaling system 7 (SS7), 276
Silicon Graphics, Inc. (SGI), 191–192
Skills-based routing, 49, 177
SLA. See Service-level agreement
Snail mail, as response category, 101
Software
Blue Pumpkin, 188–189, 191, 197
call center, 2–3
contact management, 224
core recording systems and, 83
as core technology, 7
customer contact, 206
database management, 57
industry standards, 19–20
operating system, 30
selecting, 10
workforce management, 65
Spam, 276
Specialization, pooling resources and,
90–91
Special-purpose resource card, 36
Speech recognition, 37
Speed of reply, 100. See also Response time
SPX/IPX, 25
SS7. See Signaling system 7
Staff
determining base requirement, 95–96
hiring and retaining, 11
rising costs, 63

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