||2 of 2 people found the following review helpful.| At the top of my Top 5 Recommended Call Center Books|By RODERICK E JONES|This is quite possibly the best all-round book on call centers that I have come across anywhere in the world. If you are a call center professional in any of the disciplines or an aspiring call center manager this book should be on your desk at all times. It will become thumb-marked and dog-eared from da|From the Back Cover||Learn to:
Locate, design, and build a call center
Measure productivity and quality and set appropriate goals
Gain efficiency through scheduling and technology
Build and retain high-performa
Tips on making your call center a genuine profit center
In North America, call centers are a $13 billion business, employing 4 million people. For managers in charge of a call center operation, this practical, user-friendly guide outlines how to improve results measurably, following its principles of revenue generation, efficiency, and customer satisfaction. In addition, this new edition addresses many industry changes, such as the new technology that's transforming ...
[PDF.wj68] Call Centers For Dummies Rating: 4.70 (578 Votes)
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