Call Center Operation
Design, Operation, and MaintenanceBy
- Duane Sharp
Management and technical personnel with responsibility for development, implementation and operation of call centers.
Paperback, 303 Pages
Published: April 2003
Imprint: Digital Press
"This book is educational, easy to understand, and not only a must for call center managers, but it will help CSRs understand the significant role they play in the overall operation of a call center, and in their organization's CRM strategies."âJanet Sutherland, Senior Consultant, Performance Measurement, Bell Contact Centre Solutions, Toronto, Ontario