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9781557531308

Inbound Customer Callcenter Design

by ; ;
  • ISBN13:

    9781557531308

  • ISBN10:

    1557531307

  • Format: Paperback
  • Copyright: 1998-07-01
  • Publisher: Purdue Univ Pr
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Table of Contents

Preface xi
PART ONE: Customer Information Systems
What is a Customer Information System?
3(14)
Customer Information Database Formation
17(14)
Systems that Listen to Your Customers
31(10)
PART TWO: Customer Response and Information Handling
Strategies for Customer Satisfaction Measurement
41(64)
Data Classification Methods
105(26)
A Tool Box of Statistical Techniques
131(34)
Calculating Market Damage
165(14)
Processing Customer Contact Data
179(18)
Tracking and Reporting Customer Satisfaction
197(26)
PART THREE: Systems Design and Implementation
Assessing your Technology Needs
223(8)
Documenting Your Technology Requirements
231(8)
Should We Build or Should We Buy?
239(8)
Selecting Technology Solutions and Services
247(8)
Calculating a Credible Return on Investment
255(10)
Contracting Issues that Ensure Minimum Risk
265(16)
``The Valley of Tears''
281(8)
Past, Present and Future of CIS
289(16)
Author Biographies 305

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