Call Center Handbook: The Complete Guide to Starting, Running and Improving Your Call Center - Couverture souple

Dawson, Keith

Couverture souple

ISBN 10 : 1578200474 ISBN 13 : 9781578200474

Editeur : R & D, 1999

Synopsis

This is an authoritative guide to the essentials of establishing and operating an efficient call centre. It covers the full range of topics including buying the right equipment and software, monitoring agents, measuring productivity and enhancing customer relationships. It explains how to run an innovative centre effectively, including the successful use of interactive voice response, fax-on-demand, e-mail and web sites.

A propos du livre

Présentation de l'éditeur

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.

Biographie de l'auteur

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.

Détails de l'édition

• Éditeur: R & D
• Date d'édition: 1999
• Langue: anglais
• ISBN 10: 1578200474
• ISBN 13: 9781578200474
• Reliure: Broché
• Numéro d'édition: 3
• Nombre de pages: 300
• Coordonnées du fabricant: non disponible
• Personne responsable: non disponible