Navigating The Customer Contact Center In The 21st Century
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Navigating The Customer Contact Center In The 21st Century
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Author : William Durr
language : en
Publisher: Advanstar Marketing Services
Release Date : 2001
Navigating The Customer Contact Center In The 21st Century written by William Durr and has been published by Advanstar Marketing Services this book supported file pdf, txt, epub, kindle and other format this book has been release on 2001 with Call centers categories.
Navigating the Customer Contact Center in the 21st Century : A Technology and Management Guide is a must have book for any supervisor, manager or business executive who has responsibility for the creation and successful operation of modern, multi-media customer contact centers. This book guides you through the new forms of communication such as e-mail and the Internet and how it has altered the call center into the customer contact center. Features include: detailed instructions on how to use technology and manage the contact center using reports produced by nearly any system -- complex technology issues are written in easy-to-understand text; an entire dictionary of commonly used words, phrases, abbreviations and acronyms; why e-mail and website support are the two Internet, multi-media applications that will impact all call centers -- learn their technology and processes; new performance metrics associated with new multi-media transactions; how to transform difficult-to-understand ACD reports into motivational and informative charts/graphs; how the Internet and public switched network works; how wireless communications will impact the customer contact center; the importance of workforce management software in blended, multi-media environments; techniques to ensure that motivational contests and awards are the greatest benefit to the team; and much, much more! - Back cover.
Call Center Operation
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Author : Duane Sharp
language : en
Publisher: Digital Press
Release Date : 2003-04-14
Call Center Operation written by Duane Sharp and has been published by Digital Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2003-04-14 with Business & Economics categories.
Complete coverage of the critical issues to set up, manage and efficiently maintain a call center.
A Practical Guide To Call Center Technology
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Author : Andrew Waite
language : en
Publisher: CRC Press
Release Date : 2002-01-02
A Practical Guide To Call Center Technology written by Andrew Waite and has been published by CRC Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2002-01-02 with Computers categories.
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
Position Navigation And Timing Technologies In The 21st Century
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Author : Y. Jade Morton
language : en
Publisher: John Wiley & Sons
Release Date : 2021-01-13
Position Navigation And Timing Technologies In The 21st Century written by Y. Jade Morton and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2021-01-13 with Science categories.
Covers the latest developments in PNT technologies, including integrated satellite navigation, sensor systems, and civil applications Featuring sixty-four chapters that are divided into six parts, this two-volume work provides comprehensive coverage of the state-of-the-art in satellite-based position, navigation, and timing (PNT) technologies and civilian applications. It also examines alternative navigation technologies based on other signals-of-opportunity and sensors and offers a comprehensive treatment on integrated PNT systems for consumer and commercial applications. Volume 1 of Position, Navigation, and Timing Technologies in the 21st Century: Integrated Satellite Navigation, Sensor Systems, and Civil Applications contains three parts and focuses on the satellite navigation systems, technologies, and engineering and scientific applications. It starts with a historical perspective of GPS development and other related PNT development. Current global and regional navigation satellite systems (GNSS and RNSS), their inter-operability, signal quality monitoring, satellite orbit and time synchronization, and ground- and satellite-based augmentation systems are examined. Recent progresses in satellite navigation receiver technologies and challenges for operations in multipath-rich urban environment, in handling spoofing and interference, and in ensuring PNT integrity are addressed. A section on satellite navigation for engineering and scientific applications finishes off the volume. Volume 2 of Position, Navigation, and Timing Technologies in the 21st Century: Integrated Satellite Navigation, Sensor Systems, and Civil Applications consists of three parts and addresses PNT using alternative signals and sensors and integrated PNT technologies for consumer and commercial applications. It looks at PNT using various radio signals-of-opportunity, atomic clock, optical, laser, magnetic field, celestial, MEMS and inertial sensors, as well as the concept of navigation from Low-Earth Orbiting (LEO) satellites. GNSS-INS integration, neuroscience of navigation, and animal navigation are also covered. The volume finishes off with a collection of work on contemporary PNT applications such as survey and mobile mapping, precision agriculture, wearable systems, automated driving, train control, commercial unmanned aircraft systems, aviation, and navigation in the unique Arctic environment. In addition, this text: Serves as a complete reference and handbook for professionals and students interested in the broad range of PNT subjects Includes chapters that focus on the latest developments in GNSS and other navigation sensors, techniques, and applications Illustrates interconnecting relationships between various types of technologies in order to assure more protected, tough, and accurate PNT Position, Navigation, and Timing Technologies in the 21st Century: Integrated Satellite Navigation, Sensor Systems, and Civil Applications will appeal to all industry professionals, researchers, and academics involved with the science, engineering, and applications of position, navigation, and timing technologies. pnt21book.com
Cases In Call Center Management
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Author : Richard Feinberg
language : en
Publisher: Purdue University Press
Release Date : 2005
Cases In Call Center Management written by Richard Feinberg and has been published by Purdue University Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2005 with Business & Economics categories.
Written by authorities on the call center industry, this book brings to light the strategic importance of call centers in today's business world. As interactions with customers move away from person-to-person the call center is becoming a vital force for corporate marketing and communication.
The 21st Century Pharmacy Technician With Navigate Course Manager
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Author :
language : en
Publisher: Jones & Bartlett Publishers
Release Date :
The 21st Century Pharmacy Technician With Navigate Course Manager written by and has been published by Jones & Bartlett Publishers this book supported file pdf, txt, epub, kindle and other format this book has been release on with categories.
Introduction To Service Engineering
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Author : Waldemar Karwowski
language : en
Publisher: John Wiley & Sons
Release Date : 2010-01-12
Introduction To Service Engineering written by Waldemar Karwowski and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010-01-12 with Technology & Engineering categories.
What you need to know to engineer the global service economy. As customers and service providers create new value through globally interconnected service enterprises, service engineers are finding new opportunities to innovate, design, and manage the service operations and processes of the new service-based economy. Introduction to Service Engineering provides the tools and information a service engineer needs to fulfill this critical new role. The book introduces engineers as well as students to the fundamentals of the theory and practice of service engineering, covering the characteristics of service enterprises, service design and operations, customer service and service quality, web-based services, and innovations in service systems. Readers explore such key aspects of service engineering as: The role of service science in developing a smarter planet Service enterprises, including: enterprise value creation, architecture of service organizations, service enterprise modeling, and the application of methods of systems engineering to services Service design, including collaborative e-service systems and the new service development process Service operations and management, including service call centers Service quality, from design operations to customer relations Web-based services and technology in the global e-organization Innovation in service systems from service engineering to integrative solutions, service-oriented architecture solutions, and technology transfer streams With chapters written by fifty-seven specialists and edited by bestselling authors Gavriel Salvendy and Waldemar Karwowski, Introduction to Service Engineering uses numerous examples, problems, and real-world case studies to help readers master the knowledge and the skills required to succeed in service engineering.
Call Center Savvy
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Author : Keith Dawson
language : en
Publisher: CRC Press
Release Date : 2017-06-29
Call Center Savvy written by Keith Dawson and has been published by CRC Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017-06-29 with categories.
It's not just the technology, the people, or the customers. It's all three, and more: call centers are not just places where calls arrive. They are a strategic business asset, the core of your business's customer relationship strategy. Call Center Savvy is an exploration of how the call center works, and how it fits into the big picture. What the future holds. How new technologies will affect operations. How international expansion is changing things. What the role of the Internet will ultimately be. Call Center Savvy can help a smart call center manager position his or her center for long term success. It's about seeing beyond today's problems, to tomorrow's opportunities.It's not enough to know about call center technology; for your center to excel in the 21st Century, you need call center savvy. ;
The Publishers Weekly
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Author :
language : en
Publisher:
Release Date : 2001
The Publishers Weekly written by and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2001 with American literature categories.
A Career For The 21st Century
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Author : Clifford Guin Hurst
language : en
Publisher: ICMI Press (International Customer Management Institute)
Release Date : 2006-04-01
A Career For The 21st Century written by Clifford Guin Hurst and has been published by ICMI Press (International Customer Management Institute) this book supported file pdf, txt, epub, kindle and other format this book has been release on 2006-04-01 with Call centers categories.
The call center profession is one of the fastest-growing jo categories in the world. In this first volume in the Call Center Agent Handbook Series, author Cliff Hurst introduces the reader to the basic terms and best practices used in call centers today. With his easy-to-read style, Cliff offers the insights needed to answer questions like: ? Are you ready to turn your job into a career? ? Have you ever wanted to get more out of your job than just a paycheck? ? Do you wonder about your call center operation's bigger picture?and where you fit in? ? How can you tell when you?re doing an excellent job? ? How can you become more competent and confident in your new career as quickly as possible? Other books in this series include voice quality and conversational skills, and frontline leadership in the call center.