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The Call Center Dictionary

Keith Dawson; Madeline Bodin

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ISBN 10: 0936648791 / ISBN 13: 9780936648798
Published by CMP Books, 1996
Used Condition: Used: Very Good Soft cover
From R&R Books (Reno, NV, U.S.A.)

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covers clean and crisp,interior is clean and bright,binding is tight,a very nice copy throughout. Bookseller Inventory # 0710150086

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Bibliographic Details

Title: The Call Center Dictionary

Publisher: CMP Books

Publication Date: 1996

Binding: Paperback

Book Condition:Used: Very Good

About this title


This book is the key to understanding how call centers work. The language of the call center comes from many fields such as telecommunications, engineering, and computer programming, B marking, customer service and quality assurance terms loom large. The Call Center Dictionary explains them all in a way that is simple enough for a newcomer to grasp, but with enough depth to give insight to an old pro. It's a guide for everyone whose company does business by telephone. It not only tells you what a particular technology is, it tells you how using that technology can improve your relationship with your customers. (Or it warns you about bad techniques that can alienate customers.) It's for every call center manager or supervisor who doesn't always understand the techies' jargon. It's for all the call center technical personnel who can't always follow the managerial mumbo-jumbo.

About the Author:

Madeline Bodin has been writing about call centers for over 10 years. She is a former editor of Call Center Magazine. Her books have been translated into several languages and are read around the globe. Her most recent book is Maximizing Call Center Performance. Keith Dawson is one of the world's foremost authorities on call centers. He is currently Senior Editor at CommWeb and was founder of Call Center News Service, which is the industry's premier online source for industry information and analysis, an independent online source for industry information. He is also author of 'Call Center Savvy' and 'Call Center Handbook'.

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