Call Center Operation

Design, Operation, and Maintenance

Duane Sharp (Autor)

Buch | Softcover

320 Seiten

2003
Digital Press (Verlag)
978-1-55558-277-7 (ISBN)

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In the US, call centers handle a billion calls per year. This book gives you the coverage of critical issues involved in the design, implementation, organization, and management of a customer call center. It presents key concepts and techniques, including a formal development process, and, stresses the importance of staff selection and training.

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.

Duane Sharp, the President of SharpTech Associates, is an electronics engineer (B.Eng. (E.E.)), and registered professional engineer. He has been a corporate communications consultant in the IT sector for over 30 years. Duane is the author of numerous articles on technology published in trade professional publications and of two other books on technology topics. He is also active in the greater Toronto high-tech community.

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

Erscheint lt. Verlag	14.5.2003
Zusatzinfo	Illustrated; Illustrations
Verlagsort	Oxford
Sprache	englisch
Maße	178 x 235 mm
Gewicht	520 g
Themenwelt	Mathematik / Informatik ► Informatik
	Sozialwissenschaften ► Kommunikation / Medien ► Journalistik
	Wirtschaft ► Betriebswirtschaft / Management ► Marketing / Vertrieb
ISBN-10	1-55558-277-X / 155558277X
ISBN-13	978-1-55558-277-7 / 9781555582777
Zustand	Neuware