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The Call Center Handbook: 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 your call center. It explains it all: everything that goes into the connection between a company and its customers. From technology primers to details about choosing and using specific products, this handbook is an indispensible guide for the call center manager. Tips for what works and what doesn’t. Help with operational problems, like managing people and technology, for without tools call centers fail to thrive. Includes information on switches, IVR, voice processing, call center peripherals, soft- ware, long distance and toll-free services, outsourcing, agent training, monitoring, the internet and disaster prevention.
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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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The Call Center Handbook
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Condition: Good. : La guía completa para iniciar, administrar y mejorar su centro de llamadas. Esta quinta edición ofrece una visión detallada sobre la gestión de centros de llamadas, abarcando desde la planificación inicial hasta la optimización continua. Incluye información sobre servicio al cliente, aspectos económicos y tecnológicos, así como la interacción humano-computadora en el entorno empresarial. EAN: 9781578203055 Tipo: Libros Categoría: Negocios y Economía|Tecnología Título: The Call Center Handbook Autor: Keith Dawson Editorial: CMP Idioma: eng Páginas: 280 Formato: tapa blanda. Seller Inventory # Happ-2026-01-27-b9d1b2cc
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Call Center Handbook : The Complete Guide to Starting, Running, and Improving Your Call Center
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The Call Center Handbook, 5e
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Flatiron Publishing, Incorporated, 2003
ISBN 10: 1578203058
ISBN 13: 9781578203055
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