Table of Contents:

Definition and Overview

1. An Environment without a Customer Care System

2. Develop or Buy

3. Needs of Consumers

4. Needs of Service Providers

5. Technology for Customer Care

6. Functional Requirements of a Customer Care System

7. Customer Service

8. Telemarketing

9. Repair

10. Implementation

Self-Test

Glossary

PDF of this tutorial

ACD
automated call distribution

CORBA
common object request broker architecture

CSR
customer service representative

CTI
computer telephony interface

DCE
distributed computing environment

GUI
graphical user interface

IVR
interactive voice response

PC
personal computer

RAD
rapid application development