Index 301
Index
Telephone handset, 28–29
Telephone queues, self-managing, 73
Telephone service factor (TSF), 100
Telephone systems, lightning strikes and,
120
Telephony server, 19, 25
Telephony Services Application Programming
Interface (TSAPI), 276
Television, interactive digital, 74
10 base T, 25
Test program, for CTI, 43
Text-based interaction, 56–57
Text-chat, 83–84, 276
Text-to-speech technology, 37
Third-party call control, 32–33
Third-party CTI, 276
Thomas Cook Direct, 197–198
3COM Corporation, 190–191
Tip & ring, 276
Token ring, 25, 276–277
Tool kits, 140, 152–153
Toronto Community Housing Corporation
(TCHC), 179–181
Touch/point. See Point of interaction
Training
advanced CSR, 153–154
for call center managers, 98–99
CSR, 7, 11, 113–114, 143–144
general issues, 139–140
headset models for, 80–81
leadership skills, 155
at Oxford Properties Group, 186
personal development, 155–156
staffing and, 7–8
strategies, 140–141
supervisory and management staff,
154–162. See also Supervisory and
management training
tool kits, 152–153
Transaction history, 282
Transaction systems, 224
Transmission control protocol (TCP), 277
Trunk, calculating, 96
Trunk card
analog, 36
digital, 36
Trunk interface, 31
Trunk side interfaces, 30
TSAPI standards, 34. See Telephone
Services Application Programming
Interface
TSF. See Telephone service factor
Turnover
average annual, 115
controllable, 114
12-stage CRM strategy, 219–224
building in stages, 220–221
business objectives, 219
corporate culture, 220
customer-driven development process,
221–222
integrated business design, 221
organizational abilities of team members,
222
plan of action, 219–220
self-funding process, 223
senior management support, 220
strong leadership, 220
two-way communication flow,
223–224
24/7 response, 25
Unanswered calls, 102
Uninterruptible power supply (UPS), 120,
122–123
Union regulations, 72, 80
Universal queue, 74, 179
Universal routing, 74
University of Calgary study (employee
training), 116
UPS. See Uninterruptible power supply
USA Networks Inc., 189

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