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AutoCAD 2000 Instant Reference is the perfect companion to Mastering AutoCAD 2000. Small enough to carry anywhere but big on content, this guide puts essential information at your fingertips, in an easy-to-use glossary format.
All the AutoCAD 2000 information you need to get your work done is condensed into this pocket-sized guide. When you're stuck or want to make quick use of an unfamiliar command, this book will get you on track right away.
Inside, the entries point you to related items, helping to answer all your specific questions while adding to your overall knowledge of AutoCAD.
Features new to AutoCAD 2000 are included to help you make the best possible use of the latest release.
Autocad 2000: Instant Reference
by Omura, GeorgeFormat: Paperback
Pub. Date: 1999-04-01
Publisher(s): John Wiley & Sons Inc
List Price: $19.99
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Summary
Author Biography
Aleksander Szlam, the founder, chairman and CEO of Melita International Corporation, has lead and guided the company from its startup to its becoming a world leader and provider of Call Center solutions. From the beginning, his personal vision has been to provide solutions that enhance communications and benefit people. Throughout Mr. Szlam's 20 year career, he has been a driving force behind establishing Call Center industry trends and standards and building solutions based on innovative technologies and human factors. The Customer Care Center philosophy that he first introduced in 1993 has gained worldwide momentum. Mr. Szlam owns over 30 world patents for his technological inventions and concepts. Those innovations cover the predictive dialer and the synchronized voice and data "screen pop." He is also credited as the first to introduce: personal computers as workstations for outbound Call Centers, local area networks for predictive dialing solutions, CTI for PBX/ACD integrated predictive dialing, and Dynamic Inbound/Outbound call management. He truly is the father of the predictive dialer. Ken Thatcher is Senior Vice President, Professional Services, Melita International. Throughout his 40-year career in the computer industry, Mr. Thatcher has held various senior level positions and acquired a broad knowledge base that relates to systems, solutions, design, implementation, and CTI technology.
Table of Contents
| Acknowledgment | |
| Foreword | |
| Preface | |
| Predictive Dialing Fundamentals | |
| New to the Industry | |
| Already Implementing a Predictive Dialer | |
| Familiar with Current Technologies | |
| An Overview of Predictive Dialers | p. 3 |
| The Origins of Predictive Dialing | p. 4 |
| The Need | p. 4 |
| The Solution | p. 4 |
| The Basics of Dialing | p. 6 |
| How an Outbound Telephone Call is Made | p. 6 |
| Automation of Call Processing | p. 9 |
| Why Automated Dialing | p. 9 |
| Need for Call Progress Detection and Voice Messaging | p. 10 |
| Need for Calling List Preparation and Management | p. 10 |
| Need for Managing Multiple Telephone Lines and Agents | p. 11 |
| Need for Predictability | p. 12 |
| Need for Information Access | p. 13 |
| Putting the Pieces Together | p. 13 |
| System Architecture | p. 13 |
| Components of a Predictive Dialer | p. 14 |
| System Manager | p. 15 |
| Voice Processor | p. 15 |
| Switch | p. 15 |
| Agent Workstation | p. 15 |
| System Capacity and Integration | p. 15 |
| Predictive Dialing -- How it Works | p. 15 |
| Seamless Integration | p. 18 |
| The Business Need | p. 19 |
| Financial Sector | p. 21 |
| So How Does the Predictive Dialer Help in Collection Efforts? | p. 21 |
| Solution | p. 22 |
| Costs | p. 22 |
| Benefits | p. 24 |
| Telesales/Telemarketing Sector | p. 25 |
| Only One Chance | p. 26 |
| Dynamic Scripting | p. 26 |
| User-Definable Scripts | p. 27 |
| Multiple Application/Multiple Product Support | p. 27 |
| Universal Accessibility | p. 27 |
| Making the Sale | p. 27 |
| Chapter Summary | p. 28 |
| Why and Where Use Predictive Dialers | p. 29 |
| More Effective Than Mail | p. 30 |
| The Business Life Cycle | p. 31 |
| Making Business-to-Consumer Contacts | p. 32 |
| Using Predictive Dialers in Collections | p. 33 |
| Short-Term Overdue | p. 34 |
| Long Term Overdue Customers | p. 35 |
| Using Predictive Dialers in Customer Service | p. 36 |
| Predictive Dialing Can Help | p. 38 |
| How About Some Other Ideas: | p. 39 |
| Using Predictive Dialers in Telesales | p. 40 |
| Business to Public | p. 40 |
| Using Predictive Dialers for Business-to-Business | p. 42 |
| Characteristics Positive to Predictive Dialing Use | p. 43 |
| Ensuring Company Policy | p. 44 |
| Chapter Summary | p. 45 |
| The State of Predictive Dialing Today | p. 47 |
| The Application of Predictive Dialing | p. 50 |
| Producing and Delivering the Contact | p. 50 |
| Predicting Agent Availability | p. 51 |
| Getting a Hit | p. 52 |
| Eliminating Nonproductive Tasks | p. 53 |
| Utilization of Resources | p. 54 |
| Managing the System | p. 56 |
| Focus at the Desktop | p. 57 |
| The Technology of Predictive Dialing | p. 59 |
| Enterprise Computing | p. 60 |
| A State of Transformation | p. 61 |
| Chapter Summary | p. 61 |
| Case Studies | p. 63 |
| Hypothetical Company | p. 64 |
| Using a Predictive Dialer | p. 67 |
| Dialer Productivity Results | p. 68 |
| Case Studies | p. 70 |
| Case Study: Banking/Financial | p. 71 |
| Situation/Need: | p. 71 |
| Solution/Benefits: | p. 71 |
| Case Study: Cable (CATV) | p. 73 |
| Situation/Need: | p. 73 |
| Solution/Benefits: | p. 73 |
| Case Study: Health Care | p. 75 |
| Situation/Need: | p. 75 |
| Solution/Benefits: | p. 75 |
| Case Study: Health Care/Hospital | p. 77 |
| Situation/Need: | p. 77 |
| Solution/Benefits: | p. 77 |
| Case Study: Protective Service and Lawn Care | p. 79 |
| Situation/Need: | p. 79 |
| Solution/Benefits | p. 79 |
| Case Study: Utility | p. 81 |
| Situation/Need: | p. 81 |
| Solution/Benefits: | p. 82 |
| Chapter Summary | p. 83 |
| Final Note | p. 83 |
| What to Look for When Choosing a Predictive Dialer | p. 85 |
| What about the Purchase Price | p. 87 |
| Nuisance Calls | p. 88 |
| Basic Minimum Requirements | p. 87 |
| A Few Definitions | p. 90 |
| Hit Rate | p. 90 |
| Application | p. 90 |
| Calling List(s) | p. 91 |
| Pacing | p. 91 |
| Preview Dialing | p. 91 |
| The Basic Must Haves | p. 91 |
| Pacing Logic | p. 91 |
| Hit Rate Tracking Logic | p. 91 |
| Call Strategy Management | p. 91 |
| Full Utilization | p. 92 |
| Triggers-Based Rules | p. 92 |
| Time-Zone Control | p. 94 |
| Call-Back Date and Time | p. 94 |
| Retry for Non-Contact | p. 94 |
| Answering Machines | p. 94 |
| Preview Dialing (See Earlier Definition) | p. 95 |
| Help Transfer | p. 96 |
| Agent Monitoring | p. 96 |
| Telephony Connection | p. 96 |
| Connectivity Environment | p. 96 |
| Reporting | p. 96 |
| Operation | p. 97 |
| Telephone Agent Workstations | p. 97 |
| Advanced Features | p. 97 |
| Inbound Call Handling | p. 98 |
| Pacing Logic | p. 98 |
| Virtual Agent | p. 98 |
| CTI Integration | p. 99 |
| Record Keeping | p. 100 |
| Custom Reporting | p. 101 |
| The Workstations Again | p. 101 |
| Work from Home | p. 102 |
| Nuisance Call Control | p. 102 |
| Call Control Logistics | p. 102 |
| Special Case Handling | p. 103 |
| What to Avoid | p. 104 |
| Expandability/Flexibility | p. 104 |
| Upgradeability | p. 105 |
| Worldwide Availability and Support | p. 106 |
| Business Solution Know-How | p. 106 |
| Innovations and Patents | p. 107 |
| People | p. 107 |
| Chapter Summary | p. 107 |
| How to be Successful in Implementing a Predictive Dialer | p. 109 |
| Supplier/Customer Partnership | p. 111 |
| Project Team | p. 112 |
| The Customer Project Team | p. 112 |
| Supplier Project Team | p. 114 |
| Supplier Project Manager | p. 115 |
| Systems Engineer | p. 115 |
| Configuration Engineer | p. 116 |
| Field Services Engineer | p. 116 |
| Sales | p. 116 |
| Other Functional Areas | p. 117 |
| Purchasing/Production | p. 118 |
| Accountability | p. 118 |
| Role of Planning in Project Management | p. 118 |
| Escalation | p. 119 |
| Communication | p. 119 |
| Walk Before You Run | p. 120 |
| Chapter Summary | p. 122 |
| Selected References | p. 122 |
| Tomorrow's Customer Care Focused Business | p. 123 |
| Business in the Digital Age | p. 124 |
| The Digital Age | p. 124 |
| Why Digital Transmission is Important | p. 126 |
| The Customer Care Focus | p. 126 |
| Predictive Dialing's Role in Customer Care | p. 128 |
| How Businesses Will Change | p. 130 |
| The Future of Predictive Dialing | p. 135 |
| Single System Image View | p. 136 |
| Creating Simple Views of Pertinent Information | p. 137 |
| Application Generation in the Hands of the User | p. 137 |
| Mirroring Business Processes and Policies | p. 137 |
| Adapting to Change in Business Needs | p. 138 |
| Exploiting the Graphical User Interface | p. 138 |
| Agent Dialogue Management | p. 139 |
| Directing the Course of Dialogue | p. 139 |
| Response-Directed Navigation | p. 139 |
| Multiple Application Support | p. 140 |
| Seamless Integration | p. 140 |
| The Need for Better Switching (PBX/ACD) | p. 141 |
| Inbound/Outbound Call Management | p. 143 |
| Technology Trends | p. 145 |
| Future Switching Platforms | p. 145 |
| Tying Switching Platforms to Desktops | p. 146 |
| Back into the Future | p. 148 |
| Looking Forward | p. 150 |
| Final Remarks | p. 153 |
| Table of Contents provided by Syndetics. All Rights Reserved. |
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