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The Call Center Handbook1: The Complete Guide to Starting, Running, and Improving Your Call Center - Softcover
Synopsis
Need to know how to buy a phone switch for your call center? How to measure the productivity of agents? How to choose from two cities that both want your center? No problem. 'The Call Center Handbook' is a complete guide to starting, running and improving
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Synopsis
This is an authoritative guide to the essentials of establishing and operating an efficient call centre. It covers the full range of topics including buying the right equipment and software, monitoring agents, measuring productivity and enhancing customer relationships. It explains how to run an innovative centre effectively, including the successful use of interactive voice response, fax-on-demand, e-mail and Web sites.
About the Author
Keith Dawson is one of the world's foremost authorities on call centers. He is currently senior editor for CommWeb and was founder of Call Center News Service, the industry's premier online source for information and independent analysis. He is also author of Call Center Savvy and co-author of Call Center Dictionary.
"About this title" may belong to another edition of this title.
- PublisherCRC Press
- Publication date2001
- ISBN 10 1578200709
- ISBN 13 9781578200702
- BindingPaperback
- LanguageEnglish
- Edition number5
- Number of pages382
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