Description
The call center handbook, (5th Ed.)
Author: DAWSON Keith
Language: EnglishSubjects for The call center handbook, :
Approximative price 36.13 €
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Publication date: 12-2003
358 p. · 22.9x15.2 cm · Paperback
358 p. · 22.9x15.2 cm · Paperback
Description
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This comprehensive book is a complete guide to starting, running, and improving a call center. The book covers everything from choosing the best site, to purchasing equipment and software suited to specific needs, monitoring agents, and measuring their productivity. The reader learns how to choose and use key products, it demonstrates which techniques and products work, and which do not. It guides the reader through operational problems such as managing people and technology.
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