The Call Center Handbook: The Complete Guide to Starting, Running, and Improving Your Call Center (Call Center Handbook)

The Call Center Handbook: The Complete Guide to Starting, Running, and Improving Your Call Center (Call Center Handbook)

Editorial Reviews
Book Description
Providing comprehensive information on the business of customer call centers, this guide covers everything from choosing the best site to purchasing equipment to monitoring agents and measuring their productivity. New topics for this edition include integrating IP technology, coping with a down economy, and the "offshore revolution" of India, the Philippines, and other low-cost labor areas. It's all pulled together in a concise, easy-to-read format.

Book Info
Essential handbook for the call center manager, explaining the technologies, products, and procedures that are best for creating a winning call center. Covers IVR, voice processing, long distance and toll free services, outsourcing, agent training, monitoring, the Internet, disaster prevention, and switches. Previous edition not cited. Softcover. --This text refers to an out of print or unavailable edition of this title.

The Call Center Handbook: The Complete Guide to Starting, Running, and Improving Your Call Center (Call Center Handbook),Keith Dawson,CMP Books,1578203058,Business & Economics,Business/Economics,Call centers,Computer Bks - General Information,Customer Service,Customer services,General,Management,Management Information Systems,Office Automation,Social Aspects - Human-Computer Interaction

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