Call Center Savvy: How to Position Your Call Center for the Business Challenges of the 21st Century [Paperback]

It's not just the technology, the people, or the customers. It's all three, and more: call centers are not just places where calls arrive. They are a strategic business asset, the core of your business's customer relationship strategy. Call Center Savvy is an exploration of how the call center works, and how it fits into the big picture. What the future holds. How new technologies will affect operations. How international expansion is changing things. What the role of the Internet will ultimately be. Call Center Savvy can help a smart call center manager position his or her center for long term success. It's about seeing beyond today's problems, to tomorrow's opportunities.It's not enough to know about call center technology; for your center to excel in the 21st Century, you need call center savvy. ;It's not just the technology, the people, or the customersKeith Dawson is one of the world's foremost authorities on call centers. He is currently senior editor for CommWeb and was founder of Call Center News Service, the industry's premier online source for information and independent analysis. He is also author of Call Center Savvy and co-author of Call Center Dictionary .Preface Part One: Introducing Your Call Center 1. Looking Forward, Looking Back 2. The Six-Stage Model of Call Center Development 3. Moving Your Center Forward Part Two: Technology 4. CTI &The Call Center: The 2% Solution 5. Component-Based Architecture 6. Sweet Suites: Inter-Application Automation 7. Forecasting, Simulating & Routing 8. Predictive Dialers Roll On 9. Inside the New ACD 10. A Dynamic Trio: 3 Technologies That Are Changing Call Centers 11. Speech Recognition: Ready For Prime Time 12. Virtual Is Real 13. Counting Customers Instead of Calls Part Three: The Internet Cometh 14. E-Commerce &The Internet: The Customers Are Ready 15. Is Internet Telephony Right For Call Centers? 16. Web-Call Centers 17. The Internet In The Call Center: A New Model Part Four: Call Center Ops 18. l#