By Keith Dawson

This publication covers the gamut from procuring the perfect apparatus and software program to tracking brokers, measuring their productiveness, bettering client relationships, and operating an cutting edge and effective heart. It comprises use of fax-on-demand, interactive voice reaction, e mail, and websites.

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Additional info for Call Center Handbook: The Complete Guide to Starting, Running and Improving Your Call Center

Example text

People used to stay away from cities like New York and Los Angeles because the cost of office space was so prohibitively high (as are the taxes). In recent years, though, cities (and their near suburbs) are more popular for some industries despite the high real estate costs. Some financial services businesses, for example, want their call centers closer to their trading desks and corporate headquarters, particularly when the call center is used to respond to Internet inquiries as well as voice calls.

A company that's bringing jobs and high-tech facilities into a city is worth incentives. If two or more locations are competing on an even playing field with regard to telecom, labor and amenities, then incentives are a critical lureand something a call center planner should insist on. International Marketing Customers in Canada and Europe are just as likely to call you for service as their American counterparts. In fact, some sectors of American industrytravel reservations and high tech, for examplehave been setting up call centers outside the US for some time.

Toll Free & Long Distance Services 4. The ACD 5. Outdialing Systems 6. CTI 7. Voice Processing Fundamentals Part IIIThe Front End 8. Interactive Voice Response 9. Speech Recognition 10. The Web and Call Centers 11. Video In The Center Part IVMaking Sense of the Call 12. More Computer Telephony 13. Telemarketing & Scripting Software Page iv 14. Skills-Based Routing 15. Customer Relationship Management 16. Help Desk/Customer Service Software 17. Dispatch Systems 18. Order Processing 19. Interactive Fax Part VCritical Peripherals 20.

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