The Call Center Handbook: The Complete Guide to Starting, Running, and Improving Your Call Center (Call Center Handbook)
Keith DawsonISBN: 1578203058;
Providing comprehensive information on the business of customer call centers, this guide covers everything from choosing the best site to purchasing equipment to monitoring agents and measuring their productivity. New topics for this edition include integrating IP technology, coping with a down economy, and the "offshore revolution" of India, the Philippines, and other low-cost labor areas. It's all pulled together in a concise, easy-to-read format.
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