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

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9781578200474: Call Center Handbook: The Complete Guide to Starting, Running and Improving Your Call Center

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.

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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.

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Keith Dawson
Published by Cmp Books (1999)
ISBN 10: 1578200474 ISBN 13: 9781578200474
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Dawson, Keith
Published by Cmp Books (1999)
ISBN 10: 1578200474 ISBN 13: 9781578200474
New Paperback Quantity Available: 2
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Book Description Cmp Books, 1999. Paperback. Book Condition: New. Never used!. Bookseller Inventory # P111578200474

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