Call Centers Made Easy

This title includes: Introduction; Section I: Background and Basics: Chapter 1 - Phone System, Chapter 2 - Improving Your Business Telephone System, and Chapter 3 - Telephone Line; Section II: Technology Runs the Show: Chapter 4 - Telemarketing Call Centers, Chapter 5 - Customer Service Call Centers, Application - Reservations Desk, Application - Appointment Setter, Chapter 6 - Automatic Call Distribution, Application - Inbound Sales Office, Chapter 7 - Handling Voice Calls, Application - Technical Support, Chapter 8 - Multimedia Call Centers, Application - Internal Help Desk, Application - Credit Management, and Chapter 9 - Keeping Track of Everything; Section III: Building and Implementing Your Call Center: Chapter 10 - Putting All the Elements Together, Chapter 11 - A Primer on Purchasing, and Chapter 12 - Managing A Successful Cut Over; Appendix A - Call Center Ogranizations; Appendix B - Call Center Publications; Glossary; and, Index.