Call Center Operation: Design, Operation, and Maintenance
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M
Mainframe architecture, 16
Mainframe computer, CTI and, 38
Management. See Call center management
Management information system (MIS), 273
Managers
knowledge requirements for, 99
performance criteria for, 118
personal development topics for, 155-156
professional skills for, 98-99
selection criteria for, 143
training, 154-162. See also Supervisory and management training
Manual work procedures, 120-121
Marketing
new paradigm, 207
outbound, 224
Marketing campaign programs, 74, 206
Market research, 224
M-commerce, 273
Measuring performance, 8, 11, 91
Measuring results, 83-84
Media conversion, 37
MetLife Investors Group, 176-177
Microsoft
operating systems standards by, 19-20
Windows NT, 26
Middleware products, 41, 207
MIS. See Management information system
Modem, as terminal device, 29
Monitoring
guidelines for, 161-162
performance, 8
at Primavera Systems, 196
Monitoring systems, 80-82
excesses in, 81-82
guidelines for using, 83
pros and cons of, 81
selecting, installing and using, 82
Multimedia board, as terminal device, 29
Multimedia centers, workforce management systems for, 66-68
Multimedia channels, benefits of, 85
Multimedia queue, 174
Multisite support, WMC and, 71-72, 80
Multi-vendor integration protocol (MVIP), 273
MVIP. See Multi-vendor integration protocol
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