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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.
-Presents key concepts and techniques, including a formal
development process, in a real-world context
-Provides extensive management guidelines
-Stresses the importance of staff selection and training
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