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Synopsis
Get the most out of ACDs (automatic call distributors) and other complex systems in order to boost customer satisfaction and increase sales Includes three ready to use RFPs (request for proposals) for buying an ACD, computer telephony system, or recording
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About the Author
Andrew Waite is a writer, speaker, and consultant on call centers. Andrew founded Inbound/Outbound Magazine, which later became Call Center Magazine. He has over 25 years of call center experience. He lives in Phoenix, Arizona.
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A Practical Guide to Call Center Technology
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San Francisco, California, U.S.A.: Cmp Books, 2002
ISBN 10: 1578200946
ISBN 13: 9781578200948
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