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The call center handbook / Keith Dawson

By: Material type: TextTextPublication details: [San Francisco, Calif.] : CMP ; [2004]Edition: 5th edDescription: 283 p. ; 23 cmISBN:
  • 9781578203055
  • 9781578203055
Other title:
  • The call center handbook:the complete guide to starting, running and improving your customer contact center
Subject(s):
Partial contents:
The physical center -- Routing calls: switches & hardware systems -- The front end -- Making sense of the call -- Critical peripherals -- Management & operations -- Outside the center
Scope and content: This comprehensive book is a complete guide to starting, running, and improving a call center. The book covers everything from choosing the best site, to purchasing equipment and software suited to specific needs, monitoring agents, and measuring their productivity. The reader learns how to choose and use key products; it demonstrates which techniques and products work, and which do not. It guides the reader through operational problems such as managing people and technology
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Holdings
Item type Current library Call number Status Date due Barcode
General General ATU Dublin Road General Shelves 658.812 DAW (Browse shelf(Opens below)) Available J130193

Includes index

The physical center -- Routing calls: switches & hardware systems -- The front end -- Making sense of the call -- Critical peripherals -- Management & operations -- Outside the center

This comprehensive book is a complete guide to starting, running, and improving a call center. The book covers everything from choosing the best site, to purchasing equipment and software suited to specific needs, monitoring agents, and measuring their productivity. The reader learns how to choose and use key products; it demonstrates which techniques and products work, and which do not. It guides the reader through operational problems such as managing people and technology

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