The Call Center Handbook1
The Complete Guide to Starting, Running, and Improving Your Call Center
5th Edition
Published on 15. April 2001
Book
Paperback/Softback
382 pages
978-1-57820-070-2 (ISBN)
Description
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
More details
Edition
5th New edition
Language
English
Place of publication
Lawrence
United Kingdom
Publishing group
Taylor & Francis Ltd
Target group
College/higher education
Edition type
New edition
Dimensions
Height: 229 mm
Width: 152 mm
ISBN-13
978-1-57820-070-2 (9781578200702)
Copyright in bibliographic data and cover images is held by Nielsen Book Services Limited or by the publishers or by their respective licensors: all rights reserved.
Schweitzer Classification
Other editions
Previous edition
Keith Dawson
Call Center Handbook
The Complete Guide to Starting, Running and Improving Your Call Center
Book
01/1999
3rd Edition
R & D
€55.89
Article exhausted; check for reprint
Person
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.
Content
Where it starts - finding the best site for your call centre; how to design a successful centre; ACDS - call crunching powerhouses; how to manage skills-based routing; what you need to know about predictive dialers; IVR - the best front door to any centre; everything starts with voice processing; the benefits of fax-on-demand; computer telephony integration - the advent of an open call centre; buying the best headset; readerboards - a feast for the eyes; saving money with refurbished equipment; choosing workforce management software; telemarketing software - not just for scripting anymore; choosing help desk/customer service software; dispatch systems - the perfect complement to the help desk; systems for fast, flexible order-taking; why you still need call accounting; handling telemanagement; toll-free services - the lifeline into your centre; when should you go outside for help?; getting the freshest, cleanest lists; using messages on hold - silence is not golden; can agents work from home?; monitoring - why it's important and how to do it right; small solutions for big results; add check processing to your repertoire; the immense value of ANI; preparing for the worst - so it never happens; ISDN - the ultimate connection for call centres; how the web is changing call centre; the benfits of a virtual call centre; the new role of the call centre.