April 2003
Intermediate to advanced
303 pages
11h 36m
English
Content preview from Call Center Operation
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298 Index
Primary rate interface (PRI), 275
Primavera Systems, 194–197
Prioritizing rules, 175
Priority levels, 102
Privacy of personal information, 228
Private branch exchange (PBX), 3
adding to, 20
call handling features, 33
as core technology, 7
CTI implementation and, 38
CTI origination in, 34
customer premise model and, 30
defined, 275
Northern, 175
switch links and, 35
vendor contact and, 40
Productivity
CTI and call center, 24
service level and, 106
Productivity guidelines, 64–87
advanced workforce management systems
and, 67–68
measuring results, 83–84
for monitoring systems, 83
Web-driven interfaces, 86
workforce management cycle, 68–83
workforce management systems, ...
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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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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.