April 2003
Intermediate to advanced
303 pages
11h 36m
English
Content preview from Call Center Operation
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.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.I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.
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, ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
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.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.