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8 books on Enterprise Communications [PDF]
October 30, 2024 | 29 |
These books are covering integration of enterprise communication tools, collaboration platforms, employee engagement practices, data privacy and security, remote communication techniques and best practices for managing cross-functional teams.
1. Call Center Optimization
2013 by Ger Koole
This book provides a reader-friendly overview of the potential of mathematical optimization in optimizing call center operations. It extensively covers various aspects of workforce management, including call routing and the scheduling of multiple channels, without delving deep into the mathematics but instead focusing on understanding the practical implications. Readers will gain insights into workload forecasting, Erlang formulas, simulation, and other relevant concepts, enabling them to enhance call center performance. While the primary audience is call center professionals engaged in planning and business analytics, this resource can also benefit call center managers and researchers. Additionally, the book is accompanied by a website featuring various online calculators for further assistance.
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2. VoIP and Unified Communications: Internet Telephony and the Future Voice Network
2012 by William A. Flanagan
This book demystifies complex technical terminology, offering practical business solutions for communication challenges. It guides readers from traditional voice, fax, video, and data services, each delivered separately, to a unified platform that seamlessly provides these services through the Internet. With clear and jargon-free explanations, the author empowers readers to comprehend and evaluate the expanding array of voice over Internet protocol (VoIP) and unified communications (UC) products and services available for businesses. Grounded in the author's thorough examination of standards, datasheets, web content, and more, this book begins by introducing IP technology and delves into topics such as packet transmission, VoIP signaling, the evolution of VoIP and UC, global service connections, and network management. The book also offers an entire chapter dedicated to cost analysis and payback calculations, ensuring readers can accurately assess the financial impact of transitioning to various VoIP and UC products and services. Featuring diagrams that illustrate the workings of VoIP and UC components and systems, this book equips readers, whether novices or experienced professionals, with a deep understanding of these technologies. It also arms them with insights into potential challenges and threats, helping them navigate the landscape of network engineering and management more effectively.
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3. Performance Analysis and Optimization of Inbound Call Centers
2012 by Raik Stolletz
This book is a product of extensive research conducted in the field of call center management between 1999 and 2002. It primarily focuses on enhancing the performance of inbound call centers, considering the inherent randomness in call arrivals and handling times. Utilizing queueing models, this work presents mathematical techniques and algorithms to establish the relationship between the number of agents, telephone trunks, and various technical and economic performance metrics within a given call center configuration. Acknowledged as a Ph.D. thesis in Business Administration at the Technical University of Clausthal, Germany, this book expresses gratitude to those who supported its development, particularly Prof. Dr. Stefan Helber, the advisor, whose motivation, guidance, and constructive feedback were invaluable in exploring the intersection of mathematical analysis and economic implications. The book also extends appreciation to Prof. Dr. Rolf Schwinn for serving as a referee for the thesis.
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4. Unified Communications For Dummies
2010 by Tony Bradley, Satish Shah
Explore the potential of Unified Communications (UC) for your business in an increasingly mobile and interconnected world. UC seamlessly integrates previously isolated services and features, enabling communication across multiple devices with anyone, anywhere. Unified Communications For Dummies simplifies this intricate subject matter, introducing the numerous benefits UC can offer your business and guiding you in devising a strategic plan for its implementation. It sheds light on how UC transforms communication, enhancing efficiency and collaboration. This book delves into the features within UC and their capacity to unlock new capabilities that enhance customer satisfaction. It spans across office and mobile phones, voicemail, instant messaging, fax, Internet phone calls, texting, and Web conferencing, providing a comprehensive guide for establishing a Unified Communications strategy. Along the way, you'll find tips for a smoother implementation process and real-world examples illustrating how UC is currently being used. Unified Communications For Dummies is your key to harnessing this innovative and transformative solution to meet your business needs effectively.
Download PDF
5. Call Centers For Dummies
2010 by Real Bergevin, Afshan Kinder, Winston Siegel, Bruce Simpson
For managers overseeing call center operations, this user-friendly guide presents practical advice on transforming your call center into a bona fide profit center. In a North American industry valued at $13 billion and employing 4 million individuals, this book emphasizes principles that focus on revenue generation, efficiency, and customer satisfaction to yield significant improvements. Addressing industry changes and evolving technology, this updated edition covers topics like the transformative impact of new technologies and the emergence of location-neutral call centers. It also assists readers in assessing the cost-effectiveness of outsourcing operations and understanding the changing role and requirements of call center agents. With the latest insights and strategies, Call Centers For Dummies equips managers with the tools to enhance the financial performance of their call center operations, regardless of their size or scale.
Download PDF
6. Enterprise Messaging Using JMS and IBM WebSphere
2004 by Kareem Yusuf
This comprehensive guide provides a practical, real-world approach to constructing messaging solutions using JMS in conjunction with the prominent messaging platform, IBM WebSphere Application Server. The book extensively delves into topics such as WebSphere MQ, Event Broker, JMS administration tasks, and typical usage scenarios. With a detailed focus on the JMS API, including the latest version 1.1, the guide also explores application development based on IBM WebSphere implementations.
Download PDF
7. Call Center Operation: Design, Operation, and Maintenance
2003 by Duane Sharp
Call centers are a ubiquitous feature of customer service in modern corporations, fielding an impressive one billion calls annually in the United States alone. "Call Center Operation" delivers comprehensive insights into the vital components encompassing the design, deployment, organization, and management of customer call centers. Author Susan J. Sharp offers valuable information regarding cutting-edge technological resources for workforce management, outlines training strategies through practical workshop examples, and emphasizes the pivotal role of call centers within broader corporate customer relationship strategies. The book showcases a distinctive feature with its collection of call center case studies, featuring successful strategies and best practices derived from diverse industry sectors, including finance, retail, healthcare, travel, and technology. These case studies provide actionable guidelines rooted in the success stories of corporate call centers, aiding in the establishment and sustained operation of an efficient call center operation tailored to your organization. The book further explores key concepts and techniques within the context of real-world applications, furnishing a structured development process and comprehensive management recommendations, while underscoring the importance of effective staff selection and training.
Download PDF
8. PBX Systems for IP Telephony: IP Telephony for Customer Premises
2001 by Allan Sulkin
This comprehensive guide is authored by a renowned expert in telephony systems and provides invaluable solutions. Whether you're seeking to enable IP for a small business's PBX system, navigating intricate choices for an advanced call center, or looking to acquire the knowledge necessary to seamlessly integrate various communication systems into a cutting-edge foundation for your e-business aspirations, PBX Systems for IP Telephony should be your primary reference. Here's why: * The author boasts unparalleled expertise in PBX systems and markets, offering unrivaled clarity in explanation * This extensive resource delivers pragmatic insights on costs, performance, risks, and other practical considerations that can be challenging to research * You'll gain deep insights into the potential advantages and drawbacks of next-generation PBX systems * This book serves as your direct consultation with system designers, offering valuable advice on systems that align with your current and future needs * There's no more business-savvy or user-friendly guide available for merging your voice systems with IP-based data systems. When it comes to the question of who's responsible for the PBX, this guide equips you to take charge and receive the recognition you deserve.
Download PDF
How to download PDF:
1. Install Google Books Downloader
2. Enter Book ID to the search box and press Enter
3. Click "Download Book" icon and select PDF*
* - note that for yellow books only preview pages are downloaded
1. Call Center Optimization
2013 by Ger Koole
This book provides a reader-friendly overview of the potential of mathematical optimization in optimizing call center operations. It extensively covers various aspects of workforce management, including call routing and the scheduling of multiple channels, without delving deep into the mathematics but instead focusing on understanding the practical implications. Readers will gain insights into workload forecasting, Erlang formulas, simulation, and other relevant concepts, enabling them to enhance call center performance. While the primary audience is call center professionals engaged in planning and business analytics, this resource can also benefit call center managers and researchers. Additionally, the book is accompanied by a website featuring various online calculators for further assistance.
Download PDF
2. VoIP and Unified Communications: Internet Telephony and the Future Voice Network
2012 by William A. Flanagan
This book demystifies complex technical terminology, offering practical business solutions for communication challenges. It guides readers from traditional voice, fax, video, and data services, each delivered separately, to a unified platform that seamlessly provides these services through the Internet. With clear and jargon-free explanations, the author empowers readers to comprehend and evaluate the expanding array of voice over Internet protocol (VoIP) and unified communications (UC) products and services available for businesses. Grounded in the author's thorough examination of standards, datasheets, web content, and more, this book begins by introducing IP technology and delves into topics such as packet transmission, VoIP signaling, the evolution of VoIP and UC, global service connections, and network management. The book also offers an entire chapter dedicated to cost analysis and payback calculations, ensuring readers can accurately assess the financial impact of transitioning to various VoIP and UC products and services. Featuring diagrams that illustrate the workings of VoIP and UC components and systems, this book equips readers, whether novices or experienced professionals, with a deep understanding of these technologies. It also arms them with insights into potential challenges and threats, helping them navigate the landscape of network engineering and management more effectively.
Download PDF
3. Performance Analysis and Optimization of Inbound Call Centers
2012 by Raik Stolletz
This book is a product of extensive research conducted in the field of call center management between 1999 and 2002. It primarily focuses on enhancing the performance of inbound call centers, considering the inherent randomness in call arrivals and handling times. Utilizing queueing models, this work presents mathematical techniques and algorithms to establish the relationship between the number of agents, telephone trunks, and various technical and economic performance metrics within a given call center configuration. Acknowledged as a Ph.D. thesis in Business Administration at the Technical University of Clausthal, Germany, this book expresses gratitude to those who supported its development, particularly Prof. Dr. Stefan Helber, the advisor, whose motivation, guidance, and constructive feedback were invaluable in exploring the intersection of mathematical analysis and economic implications. The book also extends appreciation to Prof. Dr. Rolf Schwinn for serving as a referee for the thesis.
Download PDF
4. Unified Communications For Dummies
2010 by Tony Bradley, Satish Shah
Explore the potential of Unified Communications (UC) for your business in an increasingly mobile and interconnected world. UC seamlessly integrates previously isolated services and features, enabling communication across multiple devices with anyone, anywhere. Unified Communications For Dummies simplifies this intricate subject matter, introducing the numerous benefits UC can offer your business and guiding you in devising a strategic plan for its implementation. It sheds light on how UC transforms communication, enhancing efficiency and collaboration. This book delves into the features within UC and their capacity to unlock new capabilities that enhance customer satisfaction. It spans across office and mobile phones, voicemail, instant messaging, fax, Internet phone calls, texting, and Web conferencing, providing a comprehensive guide for establishing a Unified Communications strategy. Along the way, you'll find tips for a smoother implementation process and real-world examples illustrating how UC is currently being used. Unified Communications For Dummies is your key to harnessing this innovative and transformative solution to meet your business needs effectively.
Download PDF
5. Call Centers For Dummies
2010 by Real Bergevin, Afshan Kinder, Winston Siegel, Bruce Simpson
For managers overseeing call center operations, this user-friendly guide presents practical advice on transforming your call center into a bona fide profit center. In a North American industry valued at $13 billion and employing 4 million individuals, this book emphasizes principles that focus on revenue generation, efficiency, and customer satisfaction to yield significant improvements. Addressing industry changes and evolving technology, this updated edition covers topics like the transformative impact of new technologies and the emergence of location-neutral call centers. It also assists readers in assessing the cost-effectiveness of outsourcing operations and understanding the changing role and requirements of call center agents. With the latest insights and strategies, Call Centers For Dummies equips managers with the tools to enhance the financial performance of their call center operations, regardless of their size or scale.
Download PDF
6. Enterprise Messaging Using JMS and IBM WebSphere
2004 by Kareem Yusuf
This comprehensive guide provides a practical, real-world approach to constructing messaging solutions using JMS in conjunction with the prominent messaging platform, IBM WebSphere Application Server. The book extensively delves into topics such as WebSphere MQ, Event Broker, JMS administration tasks, and typical usage scenarios. With a detailed focus on the JMS API, including the latest version 1.1, the guide also explores application development based on IBM WebSphere implementations.
Download PDF
7. Call Center Operation: Design, Operation, and Maintenance
2003 by Duane Sharp
Call centers are a ubiquitous feature of customer service in modern corporations, fielding an impressive one billion calls annually in the United States alone. "Call Center Operation" delivers comprehensive insights into the vital components encompassing the design, deployment, organization, and management of customer call centers. Author Susan J. Sharp offers valuable information regarding cutting-edge technological resources for workforce management, outlines training strategies through practical workshop examples, and emphasizes the pivotal role of call centers within broader corporate customer relationship strategies. The book showcases a distinctive feature with its collection of call center case studies, featuring successful strategies and best practices derived from diverse industry sectors, including finance, retail, healthcare, travel, and technology. These case studies provide actionable guidelines rooted in the success stories of corporate call centers, aiding in the establishment and sustained operation of an efficient call center operation tailored to your organization. The book further explores key concepts and techniques within the context of real-world applications, furnishing a structured development process and comprehensive management recommendations, while underscoring the importance of effective staff selection and training.
Download PDF
8. PBX Systems for IP Telephony: IP Telephony for Customer Premises
2001 by Allan Sulkin
This comprehensive guide is authored by a renowned expert in telephony systems and provides invaluable solutions. Whether you're seeking to enable IP for a small business's PBX system, navigating intricate choices for an advanced call center, or looking to acquire the knowledge necessary to seamlessly integrate various communication systems into a cutting-edge foundation for your e-business aspirations, PBX Systems for IP Telephony should be your primary reference. Here's why: * The author boasts unparalleled expertise in PBX systems and markets, offering unrivaled clarity in explanation * This extensive resource delivers pragmatic insights on costs, performance, risks, and other practical considerations that can be challenging to research * You'll gain deep insights into the potential advantages and drawbacks of next-generation PBX systems * This book serves as your direct consultation with system designers, offering valuable advice on systems that align with your current and future needs * There's no more business-savvy or user-friendly guide available for merging your voice systems with IP-based data systems. When it comes to the question of who's responsible for the PBX, this guide equips you to take charge and receive the recognition you deserve.
Download PDF
How to download PDF:
1. Install Google Books Downloader
2. Enter Book ID to the search box and press Enter
3. Click "Download Book" icon and select PDF*
* - note that for yellow books only preview pages are downloaded
