Designing the Best Call Center for Your Business
2nd Edition
Published on 2. January 2005
300 pages
978-1-4822-8090-6 (ISBN)
Description
Designing the Best Call Center for Your Business examines all key aspects of opening and expanding a live agent call center, with in-depth coverage on facilities and workstation design; site selection, including communications and power backups.
More details
Edition
2nd edition
Language
English
Place of publication
London
United Kingdom
Publishing group
Taylor & Francis Ltd
Target group
Professional and scholarly
ISBN-13
978-1-4822-8090-6 (9781482280906)
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
Brendan Read
Designing the Best Call Center for Your Business
Book
07/2017
2nd Edition
CRC Press
€275.09
Shipment within 10-20 days
Brendan Read
Designing the Best Call Center for Your Business
Book
01/2005
2nd Edition
CMP Books
€73.40
Shipment within 3-4 weeks
Person
Brendan B. Read is a business editor, writer and consultant who writes about site selection, real estate, facilities, staffing, training, outsourcing and home working. Brendan served for many years as services editor of Call Center magazine. A frequent speaker at at industry conferences, he is the author of Home Workplace and co-author of The Complete Guide to Customer Support.
Content
Preface Chapter 1: What Are Call Centres? Chapter 2: Call Center Downsides Chapter 3 Planning a Call Center Chapter 4: Self-Service Chapter 5: Home Working Chapter 6: Outsourcing Enabling Offshoring and Nearshoring Chapter 7: Site Selection Chapter 8: Onshoring, Nearshoring. and Offshoring Chapter 9: Serving Hispanics Chapter 10: Foreign Markets Chapter 11: Property Recruiting Channels Chapter 12: Design, Chapter 14: Training Chapter 13: Staffing your Call Centre Chapter 15: Management Ergonomics, and Security Chapter 16: Resource s Guide
