Call Center Operation: Design, Operation, and Maintenance

RDBMS. See Relational database management systems

Real estate companies, case studies about, 185-187

Real-time reporting, 174

Recency, 281

Recording

calls, 173

on-line storage-based, 175

technology, selecting, 83

References, 283

Relational database management systems (RDBMS), 57-59

Relational databases, disparate, 7

Relationship technologies, 227-228

Remedy, CRM application, 171

Reporting

cradle-to-grave, 175, 193

real-time, 174

Request for proposal (RFP), 40

Response time, 100. See also Speed of reply

Retail companies, case studies about, 187-190

Return on investment (ROI), 281

RFP. See Request for proposal

RJ-11, 275

ROI. See Return on investment

Router, 275

Routing

conditional transaction, 269

data-directed, 270

intelligent, 177

skills-based, 49, 177

systems, 52-53

in telephone network, 28

universal, 74