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

en Limba Engleză Paperback – 20 noi 2003

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 im

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Specificații

ISBN-13: 9781578203055
ISBN-10: 1578203058
Pagini: 283
Ilustrații: 1, black & white illustrations
Dimensiuni: 152 x 229 x 16 mm
Greutate: 0.53 kg
Ediția:Revizuită
Editura: CRC Press
Colecția CRC Press

Public țintă

Professional Practice & Development

Notă biografică

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.

Cuprins

Introduction, Part I: The Physical Center, Part II: Routing Calls: Switches & Hardware Systems, Part III: The Front End, Part IV: Making Sense of the Call, Part V: Critical Peripherals, Part VI: Management & Operations, Part VII: Outside the Center

Descriere

A guide to starting, running, and improving your call center, this guide covers various things from choosing the best site and buying the right equipment to managing agents, monitoring productivity, and enhancing customer relationships.

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