A Practical Guide to Call Center Technology: Select the Right Systems for Total Customer Satisfaction

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ISBN: 9781578200948 | 1578200946
Cover: Nonspecific Binding
Copyright: 1/2/2002

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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 'A Practical Guide to Call Center Technology shows how to navigate the business, technical, and financial issues in building and managing a customer contact center. It shows how to get the most out of ACDs (automatic call distributors) and other complex systems in order to boost customer satisfaction and increase sales.

PREFACE

(6)

The chief customer officer

(1)

The influence of the internet

(1)

Serving the customer

(1)

The evolution

(1)

Winning and keeping customers

(1)

INTRODUCTION

(344)

Why use a customer contact center

(1)

A seismic shift in call center ``plumbing'' technology

(5)

The cost of a contact

(3)

The equipment

(2)

Response center

(1)

A bit of history

(1)

Broad process reengineering

(2)

The traditional Call Center

(12)

Winning or protecting revenue

(3)

Cutting an organization's costs

(4)

Good service assures future sales

(4)

The role of the customer contact center

(12)

Adequate facilities

(5)

Death of the Automatic Telephone Call Distributor?

(2)

The Parts and principles of the typical customer contact center

(20)

A bird's eye view

(4)

System elements and responsibility

(1)

The telephone circuits and services

(5)

Telephone instruments

(1)

Management tools

(1)

Staff and workstations

(1)

The internet

(1)

The fulfillment interface

(1)

Customer contact center sizes

(2)

Planning a customer contact center

(1)

Ordinary & extraordinary customer call centers growth issues

(2)

Computer telephony integration

(3)

Connection to the outside world

(24)

The network hierarchy

(17)

The players

(1)

Voice telephone traffic

(1)

Forecasting caller behavior

(2)

Incoming customer call center traffic Engineering

(2)

Staffing issues

(16)

Maintaining Economy of scale with a decentralized staff

(1)

Hyper-drive to automate

(1)

Staffing to caller demand: demand forecasting

(3)

Customer demand forecasting and staff scheduling systems

(6)

Incentive and at risk compensation components

105

(1)

Staffing challenge for the customer contact center

105

(1)

Customer experience mapping and management

105

(2)

The budget: building a business case

107

(20)

Putting costs into perspective

108

(1)

Customer contact center costs

109

(7)

Capital investments versus operating costs

116

(1)

Mission critical versus technical and administrative roles

117

(1)

Strategic buying

118

(3)

Automatic call sequencers

121

(1)

The Universal customer contact center platform

122

(1)

Finding ACD bargains - secondary market alternatives

122

(5)

Managing telephony workflow

127

(10)

Inbound customer call flow

129

(2)

The uniform call distribution (UCD) system

131

(1)

The ACD

132

(5)

The typical switching system

137

(24)

The internal switching network of the system

140

(2)

Ports into and resources attached to the system

142

(15)

Backplane and signal distribution subsystem

157

(4)

The advantages of a purpose built ACD system

161

(20)

Architecture and capacities

162

(9)

System reliability and failure resistance

171

(6)

High visibility into the system

177

(1)

Ease of use

177

(1)

Interface with other customer contact center resources

178

(1)

A lesson to be learned

179

(2)

ACD Basics

181

(24)

Customer contact center size

181

(5)

The ACD - features and definitions

186

(3)

Strategic considerations

189

(3)

Analog or digital

192

(2)

Call answering process

194

(7)

Workflow

201

(1)

Special call processing treatments

202

(3)

The ACD as a customer workflow manager

205

(14)

Call processing - the basic steps

208

(6)

Other call processing steps

214

(3)

VoIP ACD feature maturity

217

(2)

Bullet-proofing the customer contact center

219

(10)

Disaster recovery and business resumption plans

220

(1)

A business continuity strategy

220

(9)

Telephone terminals and workstations

229

(28)

Plain old telephone or 2500 set

229

(2)

The proprietary PBX instrument

231

(1)

ACD instruments

232

(1)

Terminal displays

233

(2)

The PC telephone connection

235

(1)

The PC revolution

236

(2)

The integrated desktop

238

(2)

The ACD Agent instrument

240

(17)

Data gathering and reporting

257

(28)

Management goals

259

(2)

ACD systems

261

(6)

The human resource and legal implications

267

(1)

Reporting capability

268

(2)

Report development and presentation

270

(2)

The call center reports

272

(11)

In summary

283

(2)

Customer Experience: mapping and management

285

(28)

Second generation logging and recording technologies

288

(2)

It's all in the name

290

(1)

Recording and monitoring goals

291

(1)

Regulatory background

292

(1)

Call recording

293

(2)

The Process: service observation becomes quality monitoring

295

(9)

Limitations within the second generation architectures

304

(1)

Tactical applications for call recording

305

(2)

Customer experience Management: the next stage in the contact recording evolution?

307

(4)

In summary

311

(2)

CRM within the customer contact center environment

313

(12)

Call sourcing

314

(3)

Interactive voice response

317

(2)

Databases and systems integration

319

(3)

Intelligent networking

322

(3)

Integrating the internet into a traditional call center

325

(10)

Call analysis

326

(1)

Relative transaction costs

326

(2)

Self-service

328

(2)

Universal service

330

(2)

Video

332

(3)

The technology acquisition process

335

(8)

Strategic buying

335

(1)

The politics of purchase

336

(3)

There are two sides to every story

339

(2)

Winning concepts

341

(1)

Justifying a business specific solution

341

(2)

The trends

343

(8)

Evolution of the customer service industry

343

(1)

Customer-facing

344

(4)

Market drivers

348

(1)

The challenges

349

(2)

EPILOGUE

351

(4)

``Move a register, forget history''

351

(1)

The customer is king

352

(1)

Costs of sales continue to rise

353

(2)

Appendix I: Request for Information: Computer Telephony

355

(66)

Appendix II: Request for Proposal: ACD System

421

(28)

Appendix III: RFP: Recording and Analysis Solution

449

(18)

Glossary

467

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A Practical Guide to Call Center Technology: Select the Right Systems for Total Customer Satisfaction

Summary

Table of Contents

Supplemental Materials

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A Practical Guide to Call Center Technology: Select the Right Systems for Total Customer Satisfaction

Summary

Table of Contents

Supplemental Materials

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