Call Center Operations Profiting from Teleservices

9780070164307

0070164304

Call centers have revolutionized the way business gets done. This book dissects this explosively growing phenomenon, revealing new efficiency-boosting techniques, gainful technologies and applications, and profit-increasing management stratagems.Call Center OperationsProfiting from TeleservicesCharles E. Day, CMCIn this expert guide, one of the leading computer-telecom integration (CTI) consultants in the United States shows you call center deployment and operation from the inside out. Exposing new uses, cost-cutting technologies, efficiency-boosting strategies, and assessment methods with superior accuracy, famed authority Charles E. Day makes it clear why call center operations increased by more than 700% between 1983 and 1997, and continue to grow.The heartbeats of many of today's businesses--serving functions as diverse as telemarketing, customer ordering and service, help desks, inside sales, reservations, and financial services by phone--call centers offer one of the best paradigms for coaxing every bit of efficiency-boosting power from new communications and computing technologies.In these pages, Charles E. Day, an expert who has helped hundreds of well-known businesses deploy and improve call centers, demonstrates how to maximize call center efficiency, yields, and cost savings in your business. Inside, you'll find page after page of ways to:Analyze the gains possible from call centers.Fill a variety of business needs with integrated telephone and computing technologies.Integrate telephone services and computing with efficient, effective technologies.Link databases, call handling, workstations, GUIs, legacy systems, software packages, and networks for a better bottom line.Explore practical, profitable applications of CTI in depthTest-run a call center with out-of-house resources.Get new ideas for call center uses from examples throughout the book.Expand your customer base and improve relationships with existing customers.Boost employee performance.Design a state-of-the-art call center that optimizes use of available resources and potential return.Packed with detailed strategies that translate technology into business solutions, this guide is clear enough for a novice to use. Charles E. Day's Call Center Operations is a resource likely to pay for itself by several orders of magnitude.