Management Information Systems (MIS), Utilities - Telephone Systems, Business Technology - Information Systems, Customer Service, Management - Technology

The Call Center Handbook, 5e

Name: The Call Center Handbook, 5e
Author: Keith Dawson
ISBN: 9781578203055

by Keith Dawson

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Overview

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 im

Establish and operate an efficient call center with this authoritative guide that covers everything from choosing the best site and buying the right equipment to managing agents, monitoring productivity, and enhancing customer relationships.

Synopsis

A complete and authoritative guide, this book covers everything from buying the right equipment and software to managing agents and enhancing customer relationships. The author explains effective use of interactive voice response, email, and Web interaction.

About the Author, Keith Dawson

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.