Call Center Operations: Profiting from Teleservices

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 Operations Profiting from Teleservices Charles E. Day, CMC In 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 depth Test-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