Call Centers Made Easy by Stephen Medcroft

Contents:

Introduction
Section I - Background and Basics
Chapter 1 - Phone System
Chapter 2 - Improving Your Business Telephone System
Chapter 3 - Telephone Line
Section II - Technology Runs the Show
Chapter 4 - Telemarketing Call Centers
Chapter 5 - Customer Service Call Centers
Application - Reservations Desk
Application - Appointment Setter
Chapter 6 - Automatic Call Distribution
Application - Inbound Sales Office
Chapter 7 - Handling Voice Calls
Application - Technical Support
Chapter 8 - Multimedia Call Centers
Application - Internal Help Desk
Application - Credit Management
Chapter 9 - Keeping Track of Everything
Section III - Building and Implementing Your Call Center
Chapter 10 - Putting All the Elements Together
Chapter 11 - A Primer on Purchasing
Chapter 12 - Managing A Successful Cut Over
Appendix A - Call Center Ogranizations
Appendix B - Call Center Publications
Glossary
Index