Call Center Operation: Design, Operation, and Maintenance
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O
Occupancy, 274
One-to-one CRM, 207, 217
On-Hook/Off-hook, 274
On-line knowledge base, 8
On-line transaction processing, 58
Onyx customer database, 183, 195
Open systems, 34–38, 53, 274
Operating system software, 30
Operational CRM, 281
Operational data warehouse, 58
Optical character recognition (OCR), 38
Outbound marketing programs, 224
Outsourcer
future of traditional, 133–134
high-tech, 132
managing relationship with, 126
moving to, 127
pointers for, 127–128
specialty niches and, 132–133
telephone companies as, 128–130
See also Outsourcing
Outsourcing, 124–135
benefits to companies, x, 135
benefits to customers, 130–132
CRM applications, 235
customer relationships and, 125–126
dangers in, 125–126
network-based call center services and, 132
Web integration services and, 131
See also Outsourcers
Oxford Properties Group, 185–187
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