The Executive Guide To Call Center Metrics
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The Executive Guide to Call Center Metrics
Author: James C. Abbott
language: en
Publisher: Robert Houston Smith Publishers
Release Date: 2004
As the cost of doing business increases, call centers and help desks are frequently moving overseas. How can your center remain competitive? Is pooling the best way to slash your wait times? James Abbott concisely answers these questions as he leads you through the world of process-centered customer service. Strategic and tactical terms, how to choose metrics to measure, and the miracle of Queuing Science are covered thoroughly, using easy-to-grasp anecdotes to explain the key technical topics.
Asterisk: The Definitive Guide
Design a complete Voice over IP (VoIP) or traditional PBX system with Asterisk, even if you have only basic telecommunications knowledge. This bestselling guide makes it easy with a detailed roadmap that shows you how to install and configure this open source software, whether you’re upgrading your existing phone system or starting from scratch. Ideal for Linux administrators, developers, and power users, this updated fifth edition shows you how to set up VoIP-based private telephone switching systems within the enterprise. You’ll get up to speed on the features in Asterisk 16, the latest long-term support release from Digium. This book also includes new chapters on WebRTC and the Asterisk Real-time Interface (ARI). Discover how WebRTC provides a new direction for Asterisk Gain the knowledge to build a simple but complete phone system Build an interactive dialplan, using best practices for Asterisk’s advanced features Learn how ARI has emerged as the API of choice for interfacing web development languages with Asterisk
Asterisk: The Definitive Guide
Author: Leif Madsen
language: en
Publisher: "O'Reilly Media, Inc."
Release Date: 2011-04-08
Design a complete VoIP or analog PBX with Asterisk, even if you have no previous Asterisk experience and only basic telecommunications knowledge. This bestselling guide makes it easy, with a detailed roadmap to installing, configuring, and integrating this open source software into your existing phone system. Ideal for Linux administrators, developers, and power users, this book shows you how to write a basic dialplan step by step, and quickly brings you up to speed on the latest Asterisk features in version 1.8. Integrate Asterisk with analog, VoIP, and digital telephony systems Build a simple interactive dialplan, and dive into advanced concepts Use Asterisk’s voicemail options—including a standalone voicemail server Build a menuing system and add applications that act on caller input Incorporate a relational database with MySQL and Postgre SQL Connect to external services such as LDAP, calendars, XMPP, and Skype Use Automatic Call Distribution to build a call queuing system Learn how to use Asterisk’s security, call routing, and faxing features