Research Catalog

Call center operations : profiting from teleservices

Title

Call center operations : profiting from teleservices / Charles E. Day.

Author

Day, Charles E. (Charles Elliott), 1944-

Publication

New York : McGraw-Hill, c2000.

Supplementary Content

Available Online

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Status	Format	Access	Call Number	Item Location
Request for On-site Use Request Scan Available - Can be used on site. Please visit New York Public Library - Schwarzman Building to submit a request in person.	Text	Use in library	JBE 12-331	Schwarzman Building - General Research Room 315

Details

Description

xxv, 486 p. : ill.; 24 cm.

Summary

Annotation

Alternative Title

Profiting from teleservices
Teleservices

Subjects

Bibliography (note)

Includes bibliographical references and index.

Contents

Introduction to Call Center Operations. -- Management, Business, and Marketing. -- Telecommunications and Network Facilities. -- Premise-Based Telephone Systems. -- Telecom Industry Perspective. -- Automatic and Predictive Dialing. -- Client/Server Technology. -- Graphical User Interface (GUI) and Legacy Hosts. -- Relational Database Management Systems (RDMS). -- Call Center Software Packages and Systems. -- Computer-Telephone Integration (CTI). -- Workload Management, Forecasting, and Staff Schedule Modeling. -- How Does Your Call Center Measure Up? -- Service Bureaus, Outsourcing, and Overflow. -- Reference Materials. -- Appendices. -- Index.

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