Multimedia Call Center Construction and CRM Strategy

Author: Wu Penghua
Publisher:
Publish Date: 2003-10-01
Features: The main content of this book is about the construction and operation management of multimedia call centers, as well as the implementation of CRM strategies. It consists of 7 chapters, discussing the following aspects: the value and functions of multimedia call centers, the establishment of multimedia call centers, basic systems, important peripheral equipment, user interfaces, transforming raw data into valuable information, and operation management. This book helps readers understand how to correctly select technical solutions and effectively utilize resources to create value, and more. It is suitable for call center management and technical personnel, as well as internal management and technical personnel of enterprises preparing to build call centers.