Rating: 
Summary: Clear, Compelling, Insightful
Review: "Call Center Technology Demystified" is exactly that. Bocklund and Bengtson deliver concrete advice about a rapidly changing environment, and provide a framework for thinking about and planning for technology change well into the future. This book is packed with intelligent analysis, yet is easy to read with graphics, good layout, and a refreshingly light tone. Their solid examples and insights, based on their consulting work with Vanguard Communications, really set this book apart. This isn't academic theory; this is what happens in the trenches. Excellent work!
Rating:
Summary: Clear, Compelling, Insightful
Review: "Call Center Technology Demystified" is exactly that. Bocklund and Bengtson deliver concrete advice about a rapidly changing environment, and provide a framework for thinking about and planning for technology change well into the future. This book is packed with intelligent analysis, yet is easy to read with graphics, good layout, and a refreshingly light tone. Their solid examples and insights, based on their consulting work with Vanguard Communications, really set this book apart. This isn't academic theory; this is what happens in the trenches. Excellent work!
Rating:
Summary: Comprehensive but concise; opinionated yet unbiased
Review: All of us interact with call centers on an almost daily basis, but few actually understand the complex, interrelated technologies that must be expertly managed to make a call center an asset to a business instead of a liability. Bocklund and Bengtson obviously understand this technology (and the underlying business imperatives) extremely well, and, most importantly, are able to explain it in a clear, down-to-earth manner. There were many times that I could almost hear myself making the same points with the same caveats. I am also impressed with the obvious pains that were taken to keep this guide unbiased--not an easy task when you consider the many vendor-influenced "forks in the road" that are encountered when creating a call center strategy and design. Of considerable value are the numerous tables, diagrams, and appendices--heck, it's worth the price of the book just to get the glossary and acronym decoder! I have yet to find an acronym or term that's not included.
Rating:
Summary: A Comprehensive Resource
Review: An extraordinarily clear and helpful work. The emphasis on strategy is key. The authors speak directly to their readers by asking them to assess their current and future technology plans within the context of achieving specific end results (lower cost per contact via self-service, greater serviceability reach, higher agent retention) that align with the strategic nature of the larger corporate entity (threshold for change, timelines, ability or willingness to invest significantly in call center operations, customer service philosophy). Dave and Lori hit home the idea that as each strategic variable changes so does the technology mix required. Use them and their expertise to navigate through the mechanics of telecom infrastructure, sophisticated application offerings, and emerging technologies. The discussion on technological transformation vs. automation is compelling in this context and worth the price of the book alone. Three cheers to you, my friends! Job well done.
Rating:
Summary: A Comprehensive Resource
Review: An extraordinarily clear and helpful work. The emphasis on strategy is key. The authors speak directly to their readers by asking them to assess their current and future technology plans within the context of achieving specific end results (lower cost per contact via self-service, greater serviceability reach, higher agent retention) that align with the strategic nature of the larger corporate entity (threshold for change, timelines, ability or willingness to invest significantly in call center operations, customer service philosophy). Dave and Lori hit home the idea that as each strategic variable changes so does the technology mix required. Use them and their expertise to navigate through the mechanics of telecom infrastructure, sophisticated application offerings, and emerging technologies. The discussion on technological transformation vs. automation is compelling in this context and worth the price of the book alone. Three cheers to you, my friends! Job well done.
Rating:
Summary: Technology that drives revenue!
Review: Bengston and Bocklund have delivered on this one. "Call Center Technology Demystified", is an outstanding resource
for Executives. It should be a pre-requisite for any company developing a CRM-Contact Center strategy!
Rating:
Summary: Terrific call center book!
Review: Call Center Technology Demystified is the best call center publication that I have ever read. It takes the reader from the planning stage all the way through implementation in an easy to read, common sense format. The authors also discuss future trends and technologies that the reader should consider when planning a call center. Anyone that manages, sells, or has any involvement with call center planning or implementation should read this book. It's a great reference tool that I will use on a regular basis.
Rating:
Summary: "Must-have" reading for IT managers who support Call Centers
Review: Coming from a applications management background, this book really helps me wrap my brain around the world of CTI. I especially appreciate the authors' pragmatic approach to "more is not necessarily better".
Rating: 
Summary: Practical guide to call center technology
Review: I have always been impressed with the fact that Lori and Dave view call center technology (and call centers in general) from a strategic viewpoint. Everything they do starts with asking overall business strategy questions. Call Center technology will only really be effective if it supports the overall business objectives. This is how Lori and Dave approach their consulting work, the seminars they conduct and how they approached writing this book. One of the great practical elements to this book, in each chapter there are numerous tables summarizing the strengths/weaknesses, pro/con, advantages/limitations for numerous elements of call center technology. I found these tables to be very useful, not only as a synopsis of what they just got done saying but also as a tool for a quick reference and a framework in formulating your decision making process. They also give examples of what the technology vendors will say about the technology so you as the technology buyer have a much better idea of how the vendors view and approach the technologies they are trying to sell you. Overall, this book is a great value for your money. You should be able to make better call center technology decisions after reading and using this book. This book is very practical and one you will want to reference over and over again.
Rating:
Summary: I was very impressed
Review: I have been in the call center world for a long time, and have seen the fads and the buzzwords and the technology come and go. The authors did a great job in covering the technology necessary to run an effective call center and get the most from your investment. I was particularly impressed how they wove the technology story within the context of the business need. Obviously in an economy where capital dollars are tight, they concentrated on the business need first, and then described the various technologies that could meet that business need. For someone considering an investment, this is a great reference book to have.
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