Telecom Management for Call Centers
Telecom Management for Call Centers

Author: Luiz Augusto de Carvalho

Publisher: iUniverse

Published: 2011-11-02

Total Pages: 221

ISBN-13: 1462056849

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Telecom Management for Call Centers offers a practical guide to addressing the most common issues faced by telecom management in large call-centers. This handbook was written primarily for the telecom manager; the techniques described here are practical and easily applicable, focusing on the issues the telecom manager faces in his or her daily operational work. The lessons learned by the professionals in this growing field are not often documented and shared. This guide provides documentation of this practical knowledge in a single volume, presented by telecom professionals Luiz Augusto de Carvalho and Olavo Alves Jr. It offers a general view of how telecom infrastructures in large call-centers should be planned, priced, negotiated and managed. It examines call-center operations and provides guidelines for cost management; traffic management; call-center infrastructure; transport networks; GSM gateways deployment; billing systems and auditing; dialer deployment. Carvalho and Alves also explore how to do the necessary calculations, prepare and use traffic matrixes, and map and analyze call-center traffic, including relevant case studies for all issues. Put your call center on the path to success using the advice and methods offered in Telecom Management for Call Centers.

The ComSoc Guide to Managing Telecommunications Projects
The ComSoc Guide to Managing Telecommunications Projects

Author: Celia Desmond

Publisher: John Wiley & Sons

Published: 2011-02-14

Total Pages: 212

ISBN-13: 1118062965

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This pocket guide provides an overview of the telecommunications environment as it has evolved over the past few years, illustrating the need for project management, the significance of project success to the companies, and the application of key project management processes within the telecom environment. Topics covered include: scope management, time management, cost management, procurement management, risk management, communications, quality, human resources, and Integration. It offers professionals a brief and accessible guide to managing telecommunication projects in the 21st century.

Plunkett's Telecommunications Industry Almanac 2007
Plunkett's Telecommunications Industry Almanac 2007

Author: Jack W. Plunkett

Publisher: Plunkett Research, Ltd.

Published: 2006-08

Total Pages: 648

ISBN-13: 1593920571

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Presents a market research guide to the telecommunications industry - a tool for strategic planning, competitive intelligence or financial research. This title includes a chapter of trends, statistical tables, and an industry-specific glossary. It provides profiles of the 500 companies in various facets of the telecommunications industry.

The Call Center Dictionary
The Call Center Dictionary

Author: Madeline Bodin

Publisher: CRC Press

Published: 2002-01-03

Total Pages: 232

ISBN-13: 148229558X

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Call centres have become the crucial front line for managing customer relationships. This book covers a range of call center terminology. It explains relevant terms, and provides the call center manager with a quick reference that covers the technology and operational issues that come up in running and improving a call center.

A Practical Guide to Call Center Technology
A Practical Guide to Call Center Technology

Author: Andrew Waite

Publisher: CRC Press

Published: 2002-01-02

Total Pages: 504

ISBN-13: 1482280752

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Get the most out of ACDs (automatic call distributors) and other complex systems in order to boost customer satisfaction and increase sales Includes three ready to use RFPs (request for proposals) for buying an ACD, computer telephony system, or recording

Plunkett's Outsourcing & Offshoring Industry Almanac
Plunkett's Outsourcing & Offshoring Industry Almanac

Author: Jack W. Plunkett

Publisher: Plunkett Research, Ltd.

Published: 2008-06

Total Pages: 465

ISBN-13: 1593921365

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Market research guide to the outsourcing and offshoring industry a tool for strategic planning, competitive intelligence, employment searches or financial research. Contains trends, statistical tables, and an industry glossary. Over 300 one page profiles of Outsourcing Offshoring Industry Firms - includes addresses, phone numbers, executive names.

Call Center Operation
Call Center Operation

Author: Duane Sharp

Publisher: Elsevier

Published: 2003-05-14

Total Pages: 320

ISBN-13: 0080490611

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Every customer-facing corporation has at least one call center. In the United States, call centers handle a billion calls per year. Call Center Operation gives you complete coverage of the critical issues involved in the design, implementation, organization, and management of a customer call center. Sharp provides information on advanced technology tools for workforce management, workshop examples for training call center staff, and an analysis of the significance of the call center to overall corporate customer relationship strategies. A special feature of the book is its focus on call center case studies, describing a number of successful call center strategies and best practices, selected from various business sectors - financial, retail, healthcare, travel, technology, and others. These case studies provide useful guidelines based on successful corporate call centers that will guide you in establishing and maintaining the most effective call center operation for your enterprise.·Presents key concepts and techniques, including a formal development process, in a real-world context·Provides extensive management guidelines·Stresses the importance of staff selection and training

Plunkett's Telecommunications Industry Almanac 2008: Telecommunications Industry Market Research, Statistics, Trends & Leading Companies
Plunkett's Telecommunications Industry Almanac 2008: Telecommunications Industry Market Research, Statistics, Trends & Leading Companies

Author: Jack W. Plunkett

Publisher: Plunkett Research, Ltd.

Published: 2007-08

Total Pages: 664

ISBN-13: 1593920865

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A market research guide to the telecommunications industry - a tool for strategic planning, competitive intelligence, employment searches or financial research. It includes a chapter of trends, statistical tables, and an industry-specific glossary. It also provides profiles of the 500 successful companies in telecommunications.

Network World
Network World

Author:

Publisher:

Published: 1991-09-09

Total Pages: 68

ISBN-13:

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For more than 20 years, Network World has been the premier provider of information, intelligence and insight for network and IT executives responsible for the digital nervous systems of large organizations. Readers are responsible for designing, implementing and managing the voice, data and video systems their companies use to support everything from business critical applications to employee collaboration and electronic commerce.