The Call Center Handbook
The Complete Guide to Starting, Running, and Improving Your Call Center
4th Edition
Published on 20. November 2003
283 pages
978-1-040-16067-1 (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 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.
More details
Edition
4th edition
Language
English
Place of publication
London
United Kingdom
Publishing group
Taylor & Francis Ltd
Target group
Professional and scholarly
ISBN-13
978-1-040-16067-1 (9781040160671)
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
Additional editions
Keith Dawson
The Call Center Handbook
The Complete Guide to Starting, Running, and Improving Your Call Center
Book
11/2003
4th Edition
CMP Books
€69.70
Shipment within 3-4 weeks
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
Introduction, Part I: The Physical Center, Part II: Routing Calls: Switches & Hardware Systems, Part III: The Front End, Part IV: Making Sense of the Call, Part V: Critical Peripherals, Part VI: Management & Operations, Part VII: Outside the Center
