Call Center Operation: Design, Operation, and Maintenance

E-CRM, 280

800 network, long-distance charges and, 129

800 telephone lines

profitability of, for telcos, 129

savings in charges for, 22

80/20 law, 109, 281

E-mail

advertising via, 74

application at Nokia, 172

automated response process, 230, 271

as CRM tool, 206

defined, 271

as response category, 101

for technical support, 55

workforce management cycle and, 73

workforce management systems and, 67

Emergency situations, coping with, 119–120

Employee environment

empowerment and, 113–114

optimization and, 112–115

recognition and, 113–114

response to employee needs, 114–115

training and, 113–114

Employees

absenteeism and, 63

categorical knowledge of, 116

environment of. See Employee environment

managing telecommuting, 92–93

motivating, 138–139

as primary assets, 117, 117–118

rising staff costs, 63

training issues, 139–140. See also Training

turnover among, 62–63, 114–115

See also Customer service representatives; Human resources; Staff

Employment law, compliance with, 80

Energy company, case study about, 173

Enterprise application integration (EAI) game plan, 235

Enterprise level, CTI implementation at, 38

Erlang, A. K., 98

Erlang B, 271

Erlang C, 95–96, 98, 102, 271

Escalation rules, 175

Ethernet, 25, 271

European Union, Working Time Directive in, 72

Event code, 271

Event-driven campaigns, 281

Exact transaction analysis, 227