Business & Economics, Customer Service

The Call Center Dictionary

Name: The Call Center Dictionary
Author: Madeline Bodin
ISBN: 9781578200955

by Madeline Bodin, Keith Dawson

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Synopsis

With over 1,200 entries covering telemarketing, voice processing, software, and training, this book shows how to write better RFPs, identify new sales opportunities, and discover which technologies can improve the contact center. The new edition features expanded coverage of the complex world of CRM (customer relationship management).

About the Author, Madeline Bodin

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'.