Call Center Operation e-bog
366,80 DKK
(inkl. moms 458,50 DKK)
Every customer-facing corporation has at least one call center. In the United States, call centers handle a billion calls per year. Call Center Operation gives you complete coverage of the critical issues involved in the design, implementation, organization, and management of a customer call center. Sharp provides information on advanced technology tools for workforce management, workshop examp...
E-bog
366,80 DKK
Forlag
Digital Press
Udgivet
14 maj 2003
Længde
303 sider
Genrer
Computing and Information Technology
Sprog
English
Format
pdf
Beskyttelse
LCP
ISBN
9780080490618
Every customer-facing corporation has at least one call center. In the United States, call centers handle a billion calls per year. Call Center Operation gives you complete coverage of the critical issues involved in the design, implementation, organization, and management of a customer call center. Sharp provides information on advanced technology tools for workforce management, workshop examples for training call center staff, and an analysis of the significance of the call center to overall corporate customer relationship strategies. A special feature of the book is its focus on call center case studies, describing a number of successful call center strategies and best practices, selected from various business sectors - financial, retail, healthcare, travel, technology, and others. These case studies provide useful guidelines based on successful corporate call centers that will guide you in establishing and maintaining the most effective call center operation for your enterprise.* Presents key concepts and techniques, including a formal development process, in a real-world context* Provides extensive management guidelines* Stresses the importance of staff selection and training