Call Center Operation: Design, Operation, and Maintenance
Original price was: $66.95.$41.54Current price is: $41.54.
Price: $66.95 - $41.54
(as of Nov 22, 2024 17:01:39 UTC – Details)
Every customer-facing corporation has at least one call center. In the United States, call centers handle a billion calls per year. Call Center Operation gives you complete coverage of the critical issues involved in the design, implementation, organization, and management of a customer call center. Sharp provides information on advanced technology tools for workforce management, workshop examples for training call center staff, and an analysis of the significance of the call center to overall corporate customer relationship strategies.
A special feature of the book is its focus on call center case studies, describing a number of successful call center strategies and best practices, selected from various business sectors – financial, retail, healthcare, travel, technology, and others. These case studies provide useful guidelines based on successful corporate call centers that will guide you in establishing and maintaining the most effective call center operation for your enterprise.
· Presents key concepts and techniques, including a formal development process, in a real-world context
· Provides extensive management guidelines
· Stresses the importance of staff selection and training
Publisher : Digital Press; 1st edition (April 28, 2003)
Language : English
Paperback : 320 pages
ISBN-10 : 155558277X
ISBN-13 : 978-1555582777
Item Weight : 1.34 pounds
Dimensions : 6.85 x 0.72 x 9.35 inches
2 reviews for Call Center Operation: Design, Operation, and Maintenance
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J P Sullivan –
dated information
Really in need of update, Windows NT / Token Ring. Provides basic info but dated.
ETL –
A must have!
For beginners its a great “User guide” on the know how of operating a call center. It gives you an in depth details on the design, IT and other technical issues.