The Call Center Dictionary: The Complete Guide to Call Center and Customer Support Technology Solutions [Paperback]

Your company needs a call center to be competitive in the 21st century. This book is your guide to the technology, techniques, and trends in today's call centers. The Call Center Dictionary contains all the information you need to: Understand: Your boss,Your company needs a call center to be competitive in the 21st centuryMadeline Bodin has been writing about call centers for over 10 years. She is a former editor of Call Center Magazine. Her books have been translated into several languages and are read around the globe. Her most recent book is Maximizing Call Center Performance. Keith Dawson is one of the world's foremost authorities on call centers. He is currently Senior Editor at CommWeb and was founder of Call Center News Service, which is the industry's premier online source for industry information and analysis, an independent online source for industry information. He is also author of 'Call Center Savvy' and 'Call Center Handbook'.Numbers; 0345 Numbers; 0800 Numbers; 0891 and 0898 Numbers; 1+; 1A2; 1.544 MBPS; 2600 Tone; 30-Day Syndrome; 500 Set; 56 KBPS; 5ESS; 64 KBPS; 700 Service; 800 Portability; 800 Service; 877; 888 Service; 900 Megahertz; 900 Service; 9001; 958; 976; A; AA; AABS; Abandoned Call; Abandoned Call Cost; Above Hold Time; AC Power; AC to DC Converter; AC-DC Ringing; Access Method; Account Code (Voluntary or Enforced); ACD; ACD Application Bridge; ACD Application-Based Call Routing; ACD Call Back Messaging; ACD Caller Directed Call Routing; ACD Conditional Routing; ACD Data Directed Call Routing; ACD-DN; ACD Intelligent Call Processing; ACIS; ACM; Acoustic Coupler; ACS; Activity Codes; ADA; ADAD; Adaptive Learning; Adaptive Pulse Code Modulation; ADH; Adherence; Adherence Monitoring; Adjunct Processor; ADPCM; ADRMP; ADSI; ADSL; Advisory Tones; AEMIS; After-Call Work; After-Call Wrap-Up; AGC; Agent; Agent Callback Button; Agent ID; Agent Logon/Logoff; Agent Performance Report; Agent Sign On/Sign Off; Aggregator; AHT; AHT Distribution; AI; AINlS&