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Overview
Get the most out of ACDs (automatic call distributors) and other complex systems in order to boost customer satisfaction and increase sales Includes three ready to use RFPs (request for proposals) for buying an ACD, computer telephony system, or recording
Synopsis
Phone calls and emails from customers are not just "events" — they are significant milestones in customer relationships. This book presents a roadmap to improving customer relationships, whether by phone, mail, fax, email, or website as well as through interactive voice response, voice-mail systems, and automated information lines. This book bridges the technical, strategic, and financial issues in building and managing a customer contact center. The author focuses on how to choose and use automatic call distributors, the most important and complex piece of equipment in the call center. He also explores in depth how ebusiness has boosted the importance of traditional call center facilities.
Booknews
Explores the business, technical, and financial aspects of building and managing a customer contact center. The author overviews staffing issues, the advantages of an automatic call distributor, the types of telephone terminals and workstations available, the generation of workflow and sales reports, and integrating the Internet into a traditional call center. No index. Annotation c. Book News, Inc., Portland, OR (booknews.com)