Call Center Handbook
About this book
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 improving your call center. It explains it all: everything that goes into the connection between a company and its customers. From technology primers to details about choosing and using specific products, this handbook is an indispensible guide for the call center manager. Tips for what works and what doesn’t. Help with operational problems, like managing people and technology, for without tools call centers fail to thrive. Includes information on switches, IVR, voice processing, call center peripherals, soft- ware, long distance and toll-free services, outsourcing, agent training, monitoring, the internet and disaster prevention.
Reader Profile
· 283 pages · ≈ 5 h 14 m · Moderate
How long does it take to read Call Center Handbook?
About ≈ 5 h 14 m — 283 pages, assuming roughly 250 words per page at 225 words per minute.
How many pages is Call Center Handbook?
283 pages in its most-read edition.
What genre is Call Center Handbook?
It sits on the Business shelves.
Is Call Center Handbook in the public domain?
No — it is still under copyright.
Who wrote Call Center Handbook?
Keith Dawson.