The Call Center Handbook, Fourth Edition
This book discusses in detail various types of major system implementations at a broad range of organizations.
TABLE OF CONTENTS The Call Center Handbook, Fourth Edition
List of Quick Tips
Chapter 2: Destination Call Center
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Chapter 3: Facilities & Design
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Chapter 4: Toll Free & Long Distance Services
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Chapter 5: The ACD
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Chapter 6: Outdialing Systems
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Chapter 7: Computer Telephony
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Chapter 9: Interactive Voice Response
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Chapter 15: More on Computer Telephony
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Chapter 16: The Absolute Last Chapter on CTI
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Chapter 22: Order Processing
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Chapter 25: Headsets
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Chapter 26: On-Hold Messaging
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Chapter 28: Workforce Management Software
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Copyright Keith Dawson 2001 under license agreement with Books24x7
