Maximizing Call Center Performance

CRC Press

This text gives examples of how companies can leverage call centre technology to serve their unique needs, and how at the same time they can create a positive experience for customers. Solutions from leading call centres are provided for the problems behind basic call centre functions. > Ever wish you could find out how North America's biggest and most advanced call centers are really using call center technology? Want to know how successful call centers have solved the problems behind basic call center functions such as order handling, h > INTRODUCTION CHAPTER I BILLING AND CREDIT CHAPTER 2 MEDIA BLENDING CHAPTER 3 COLLECTIONS CHAPTER 4 COMPUTER TELEPHONE INTEGRATION CHAPTER 5 FUNDRAISING CHAPTER 6 HELP DESK CHAPTER 7 INFORMATION SERVICES CHAPTER 8 THE INTERNET CHAPTER 9 KIOSKS CHAPTER 10 MONITORING AND AGENT EVALUATION CHAPTER 11 ORDER HANDLING CHAPTER 12 SALES CHAPTER 13 CUSTOMER SERVICE CHAPTER 14 STAFFING CHAPTER 15 HIGH TECH PRODUCT SUPPORT CHAPTER 16 VIRTUAL CALL CENTERS.