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Table of Contents
Chapter 1: Introduction to Call Center Operations.
Chapter 2: Management, Business, and Marketing.
Chapter 3: Telecommunications and Network Facilities.
Chapter 4: Premise-Based Telephone Systems.
Chapter 5: Telecom Industry Perspective.
Chapter 6: Automatic and Predictive Dialing.
Chapter 7: Client/Server Technology.
Chapter 8: Graphical User Interface (GUI) and Legacy Hosts.
Chapter 9: Relational Database Management Systems (RDMS).
Chapter 10: Call Center Software Packages and Systems.
Chapter 11: Computer-Telephone Integration (CTI)
Chapter 12: Workload Management, Forecasting, and Staff Schedule Modeling.
Chapter 13: How Does Your Call Center Measure Up?
Chapter 14: Service Bureaus, Outsourcing, and Overflow.
Chapter 15: Reference Materials. Appendices.
Index.