This book takes an in-depth look at the design and management of an inbound call center and its principle tool, the Automatic Call Distributor (ACD). The text outlines a coherent corporate philosophy that approaches the subject from all levels: the network, the equipment, personnel, and management reports. Considerable attention is given to the ongoing management of the call center, both for changing business trends and for disaster recovery.
The Call Center. The Network Layer. 800 Services. Private Lines. Central Office Lines. 900 Services. Advanced Digital Services. Documenting Customer Needs and Corporate Needs. Budgetary Considerations. Traffic Engineering. Managerial Considerations. The Equipment Layer. Basic Telephone Systems. Distribution System. ACD Features. The Personnel Layer. Adjusting to the ACD Environment. Staffing Issues. Management Issues. The Report Layer. Realtime Reports. Historical Reports.
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Robert A. Gable
Robert A. Gable is Senior Product Manager of Voice Services for Adelphia Business Solutions. He has also served as Senior Consultant for Ernst & Whinney (now Ernst & Young).