Call Center Operation: Design, Operation, and Maintenance
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B
Bandwidth, of trunk interfaces, 31
Bargain Network, 187–188
Basic rate interface, 268
Bell Canada, 186
Bell Contact Centre Solutions, 144
Benchmarking
competitive, 109–110
Purdue study, 62–63
service goals, 112
Bibliography, 283–285
Blue Pumpkin software, 188–189, 191, 197
Borders Group, 188–189
Browser-based interface, 197
Browser-based publishing tools, 86
B2B communications companies, CRM gains for, 222
Budget
for building call center, 5
call center management and, 91–92
finalizing, 11
Business drivers, 279
Business-focused CRM, 241–242
Business sectors, CRM gains for different, 222
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