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Design, Operation, and Maintenance
To order this title, and for more information, click here
By
Duane Sharp, President, SharpTech Associates, Toronto, Canada
Description
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.
Audience
Management and technical personnel with responsibility for development, implementation and operation of call centers.
Contents
Introduction to Call Centers; Call Center Technology; Organizing and Managing the Call Center; Selecting and Training Call Center Staff;
Call Center Case Studies; Building Customer Relationships with Call Centers
Appendices: Call Center Vendor Resources-Product and Service
Offerings;Glossary of Call Center and CRM Acronyms and Definitions
| Bibliographic details |
Paperback, 303 pages, publication date: APR-2003
ISBN-13: 978-1-55558-277-7
ISBN-10: 1-55558-277-X
Imprint: DIGITAL PRESS
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| Price and Ordering |
Price:
EUR 43.95
USD 55.95
GBP 37
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Books and book related electronic products are priced in US dollars (USD), euro (EUR), and Great Britain Pounds (GBP). USD prices apply to the Americas and Asia Pacific. EUR prices apply in Europe and the Middle East. GBP prices apply to the UK and all other countries.
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077/763
Last update: 7 Sep 2009
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