Gower Handbook Of Call And Contact Centre Management (Hardcover, New Ed)

Call centres and contact centres form an important and rapidly growing part of today's business world. They present a range of management challenges, from strategic decisions about how to develop a customer strategy, business planning, through to detailed considerations of staffing levels and appropriate technology. This new handbook, the first of its kind, provides a unique insight giving expert opinions on how to get the most out of your contact centre operations. Natalie Calvert, a specialist in the field, has brought together a team of 35 experienced practitioners who provide invaluable knowledge, share their experiences and draw on real-life examples to suggest practical solutions on a wide range of topics. This handbook is an indispensible guide and reference for call and contact centre managers, HR specialists and senior executives responsible for marketing, sales or customer services. The handbook is divided into six parts: I The business plan II The people factor III Contact centre technology IV Standards, processes, and outsourcing V Building profitable customer relationships VI The future.

General

Imprint:	Gower Publishing Limited
Country of origin:	United Kingdom
Release date:	November 2004
First published:	2004
Editors:	Natalie Calvert
Dimensions:	246 x 174 x 30mm (L x W x T)
Format:	Hardcover
Pages:	340
Edition:	New Ed
ISBN-13:	978-0-566-08510-9
Categories:	Books > Business & Economics > Business & management > Sales & marketing > Customer services Promotions
LSN:	0-566-08510-0
Barcode:	9780566085109

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