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Title: Call Center Technology Demystified: The No-Nonsense Guide to Bridging Customer Contact Technology, Operations and Strategy by Lori Bocklund, Dave Bengtson ISBN: 0-9709507-8-0 Publisher: Call Center Press Pub. Date: June, 2002 Format: Paperback Volumes: 1 List Price(USD): $39.95 |
Average Customer Rating: 4.86 (21 reviews)
Rating: 4
Summary: Technology Demystified and Explained
Comment: One of the best call center books on the market, Call Center Technology Demystified gives a practical explanation of call center technologies in language a non-techie person can understand. We have found it valuable in our call center in helping our management team understand what to purchase and how to get the most out of their technology investment. Good work!
Rating: 5
Summary: Essential book for Contact Center leaders!
Comment: I have what I feel is a pretty extensive contact center reference library that I have accumulated over the past 15 years, ranging from call center design, CRM, CTI, speech recognition, benchmarking, telecom, etc. By far, the Call Center Technology Demystified book is THE book that I find myself referring to most often. Besides the holistic view of the contact center technologies, I have found the sections on Building a Customer Contact Technology Strategy and Information and Applications Bring CRM Strategies to Life sections to be valuable every day, every project. Great diagrams and charts add tremendous value to the clear and concise writing. This is also a book that will stand the test of time; the principles surrounding business drivers and the realistic expectations regarding CRM will provide value to contact center strategists for many years.
Rating: 4
Summary: Practical guide to call center technology
Comment: I have always been impressed with the fact that Lori and Dave view call center technology (and call centers in general) from a strategic viewpoint. Everything they do starts with asking overall business strategy questions. Call Center technology will only really be effective if it supports the overall business objectives. This is how Lori and Dave approach their consulting work, the seminars they conduct and how they approached writing this book. One of the great practical elements to this book, in each chapter there are numerous tables summarizing the strengths/weaknesses, pro/con, advantages/limitations for numerous elements of call center technology. I found these tables to be very useful, not only as a synopsis of what they just got done saying but also as a tool for a quick reference and a framework in formulating your decision making process. They also give examples of what the technology vendors will say about the technology so you as the technology buyer have a much better idea of how the vendors view and approach the technologies they are trying to sell you.
Overall, this book is a great value for your money. You should be able to make better call center technology decisions after reading and using this book. This book is very practical and one you will want to reference over and over again.
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