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The Call Center Handbook : The Complete Guide To Starting Running And Improving Your Call Center
Paperback Edition: 4
This is a complete guide to starting, running and improving a call centre. It covers everything from choosing the best site to purchasing equipment and software suited to specific needs, monitoring agents, and measuring their productivity.This edition features expanded coverage of the operational spread of:
IP technology in small and mid-sized centres; the impact of the economy on an industry once thought to be "recession-proof"; what to do when your vendor goes out of business; and the offshore, low labour cost revolution.
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Pages : 283
Publisher : CRC Press
Publication date : 2003-11-20
Subjects: Non-fiction, Business / Law