The Executive Guide to Call Center Metrics

The Executive Guide to Call Center Metrics
Author: James C. Abbott
Publisher: Robert Houston Smith Publishers
Total Pages: 200
Release: 2004
Genre: Business & Economics
ISBN: 1887355081

As the cost of doing business increases, call centers and help desks are frequently moving overseas. How can your center remain competitive? Is pooling the best way to slash your wait times? James Abbott concisely answers these questions as he leads you through the world of process-centered customer service. Strategic and tactical terms, how to choose metrics to measure, and the miracle of Queuing Science are covered thoroughly, using easy-to-grasp anecdotes to explain the key technical topics.

Call Center Optimization

Call Center Optimization
Author: Ger Koole
Publisher: Lulu.com
Total Pages: 159
Release: 2013
Genre: Business & Economics
ISBN: 9082017903

This book gives an accessible overview of the role and potential of mathematical optimization in call centers. It deals extensively with all aspects of workforce management, but also with topics such as call routing and the scheduling of multiple channels. It does so without going into the mathematics, but by focusing on understanding its consequences. This way the reader will get familiar with workload forecasting, the Erlang formulas, simulation, and so forth, and learn how to improve call center performance using it. The book is primarily meant for call center professionals involved in planning and business analytics, but also call center managers and researchers will find it useful. There is an accompanying website which contains several online calculators.

Asterisk: The Definitive Guide

Asterisk: The Definitive Guide
Author: Jim Van Meggelen
Publisher: O'Reilly Media
Total Pages: 415
Release: 2019-06-24
Genre: Technology & Engineering
ISBN: 1492031577

Design a complete Voice over IP (VoIP) or traditional PBX system with Asterisk, even if you have only basic telecommunications knowledge. This bestselling guide makes it easy with a detailed roadmap that shows you how to install and configure this open source software, whether you’re upgrading your existing phone system or starting from scratch. Ideal for Linux administrators, developers, and power users, this updated fifth edition shows you how to set up VoIP-based private telephone switching systems within the enterprise. You’ll get up to speed on the features in Asterisk 16, the latest long-term support release from Digium. This book also includes new chapters on WebRTC and the Asterisk Real-time Interface (ARI). Discover how WebRTC provides a new direction for Asterisk Gain the knowledge to build a simple but complete phone system Build an interactive dialplan, using best practices for Asterisk’s advanced features Learn how ARI has emerged as the API of choice for interfacing web development languages with Asterisk

Asterisk: The Definitive Guide

Asterisk: The Definitive Guide
Author: Leif Madsen
Publisher: "O'Reilly Media, Inc."
Total Pages: 732
Release: 2011-04-08
Genre: Computers
ISBN: 1449308309

Design a complete VoIP or analog PBX with Asterisk, even if you have no previous Asterisk experience and only basic telecommunications knowledge. This bestselling guide makes it easy, with a detailed roadmap to installing, configuring, and integrating this open source software into your existing phone system. Ideal for Linux administrators, developers, and power users, this book shows you how to write a basic dialplan step by step, and quickly brings you up to speed on the latest Asterisk features in version 1.8. Integrate Asterisk with analog, VoIP, and digital telephony systems Build a simple interactive dialplan, and dive into advanced concepts Use Asterisk’s voicemail options—including a standalone voicemail server Build a menuing system and add applications that act on caller input Incorporate a relational database with MySQL and Postgre SQL Connect to external services such as LDAP, calendars, XMPP, and Skype Use Automatic Call Distribution to build a call queuing system Learn how to use Asterisk’s security, call routing, and faxing features

Asterisk: The Definitive Guide

Asterisk: The Definitive Guide
Author: Russell Bryant
Publisher: "O'Reilly Media, Inc."
Total Pages: 845
Release: 2013-05-10
Genre: Computers
ISBN: 1449332463

Design a complete Voice over IP (VoIP) or traditional PBX system with Asterisk, even if you have only basic telecommunications knowledge. This bestselling guide makes it easy, with a detailed roadmap that shows you how to install and configure this open source software, whether you’re upgrading your existing phone system or starting from scratch. Ideal for Linux administrators, developers, and power users, this updated edition shows you how to write a basic dialplan step-by-step, and brings you up to speed on the features in Asterisk 11, the latest long-term support release from Digium. You’ll quickly gain working knowledge to build a simple yet inclusive system. Integrate Asterisk with analog, VoIP, and digital telephony systems Build an interactive dialplan, using best practices for more advanced features Delve into voicemail options, such as storing messages in a database Connect to external services including Google Talk, XMPP, and calendars Incorporate Asterisk features and functions into a relational database to facilitate information sharing Learn how to use Asterisk’s security, call routing, and faxing features Monitor and control your system with the Asterisk Manager Interface (AMI) Plan for expansion by learning tools for building distributed systems

Intelligent Natural Language Processing: Trends and Applications

Intelligent Natural Language Processing: Trends and Applications
Author: Khaled Shaalan
Publisher: Springer
Total Pages: 763
Release: 2017-11-17
Genre: Technology & Engineering
ISBN: 3319670565

This book brings together scientists, researchers, practitioners, and students from academia and industry to present recent and ongoing research activities concerning the latest advances, techniques, and applications of natural language processing systems, and to promote the exchange of new ideas and lessons learned. Taken together, the chapters of this book provide a collection of high-quality research works that address broad challenges in both theoretical and applied aspects of intelligent natural language processing. The book presents the state-of-the-art in research on natural language processing, computational linguistics, applied Arabic linguistics and related areas. New trends in natural language processing systems are rapidly emerging – and finding application in various domains including education, travel and tourism, and healthcare, among others. Many issues encountered during the development of these applications can be resolved by incorporating language technology solutions. The topics covered by the book include: Character and Speech Recognition; Morphological, Syntactic, and Semantic Processing; Information Extraction; Information Retrieval and Question Answering; Text Classification and Text Mining; Text Summarization; Sentiment Analysis; Machine Translation Building and Evaluating Linguistic Resources; and Intelligent Language Tutoring Systems.

The Executive's Guide to Information Technology

The Executive's Guide to Information Technology
Author: John Baschab
Publisher: John Wiley & Sons
Total Pages: 673
Release: 2007-07-13
Genre: Business & Economics
ISBN: 0470135913

Praise for the The Executive's Guide to Information Technology "This book is important reading. It offers practical, real-world insight and pragmatic no-nonsense approaches for people who have a stake in corporate IT. " --Lynda Applegate, Henry R. Byers Professor of Business Administration, Harvard Business School "Information systems and processes are very important parts of our due diligence assessment of a company--yet the jargon is often more difficult to understand than many foreign languages. Baschab and Piot effectively translate IT into words and concepts that businesspeople can easily understand and act upon. This book is a helpful reference guide for corporate executives and private equity groups of all types." --Neal Aronson, Managing Partner, Roark Capital Group "Business success increasingly depends on effective use of IT. Effective use of IT depends on the kind of in-depth, practical insight in this book. Baschab and Piot provide a pragmatic approach to information systems investment that should be required reading for senior executives and CIOs alike." --Erik Brynjolfsson, Schussel Professor of Management, Director of the Center for Digital Business, MIT "This book should provide valuable guidance for management and technology consultants. The Executive's Guide to Information Technology provides field-proven insight on all important aspects of IT planning and execution, from governance to applications to operations and infrastructure." --Gary J. Fernandes, former vice chairman, EDS, member of the Board of Directors, Computer Associates "Baschab and Piot do a great job of laying out the fundamental issues and challenges that every IT organization faces. More often than not, the issues are not technical in nature, but are a reflection of how the IT and business teams work together to define, execute, and implement new business tools. The threshold issue is leadership. Often it is difficult for business leaders to feel that they have the skills and perspective to provide that leadership on technical projects. The Executive's Guide to Information Technology provides non-technical business leaders a solid framework for engaging with their IT peers." --Tom Nealon, Chief Information Officer, J.C. Penney

The Executive Guide to Integrated Talent Management

The Executive Guide to Integrated Talent Management
Author: Pat Galagan
Publisher: Association for Talent Development
Total Pages: 273
Release: 2011-06-01
Genre: Business & Economics
ISBN: 1607287943

Nineteen experts examine research-based theories and current practices in highly successful enterprises, and explain how you can adopt effective, state-of-the-art methods to integrate your talent management functions. People are the most important asset in any organization, yet managing talent as a cohesive strategy is surprisingly rare. Far too many organizations are stuck in the tradition of letting human resource "silos" separate the components of talent management, rather than encouraging communication, cooperation, and effective integration of these functions. The Executive Guide to Integrated Talent Management paves the way to integrated talent management by assembling the collective experience and insight of 19 experts who examine research-based theories and current practices in highly successful enterprises. These contributors (including Marshall Goldsmith, Peter Cappelli, Leslie Joyce, and Edward E. Lawler, among others) provide practical advice about how you can adopt effective, state-of-the-art methods in your own organization. You'll benefit from the different perspectives of these world-renowned thought leaders and practitioners as they explain how to develop a comprehensive strategy that aligns big-picture organizational goals with the challenges of finding and keeping talent. You'll also learn firsthand about the best practices of corporations like 3M, Agilent, GE, Hertz, Cisco, and others who have pioneered efforts to make their organizations perform better through people.

Call Centers For Dummies

Call Centers For Dummies
Author: Real Bergevin
Publisher: John Wiley & Sons
Total Pages: 391
Release: 2010-04-16
Genre: Business & Economics
ISBN: 0470677430

Tips on making your call center a genuine profit center In North America, call centers are a $13 billion business, employing 4 million people. For managers in charge of a call center operation, this practical, user-friendly guide outlines how to improve results measurably, following its principles of revenue generation, efficiency, and customer satisfaction. In addition, this new edition addresses many industry changes, such as the new technology that's transforming today's call center and the location-neutral call center. It also helps readers determine whether it's cost-efficient to outsource operations and looks at the changing role and requirements of agents. The ultimate call center guide, now revised and updated The authors have helped over 60 companies improve the efficiency and effectiveness of their call center operations Offers comprehensive guidance for call centers of all sizes, from 20-person operations to multinational businesses With the latest edition of Call Centers For Dummies, managers will have an improved arsenal of techniques to boost their center's bottom line.