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This book is for people who work in a call center and common traits
the call center location must offer. It contains practical
observations about how to use particular technologies, and ideas
about how to run the call center, which has become its own
corporate discipline.
Need to know how to buy a phone switch for your call center? How to
measure the productivity of agents? How to choose from two cities
that both want your center? No problem. "The Call Center Handbook"
is a complete guide to starting, running, and im Establish and
operate an efficient call center with this authoritative guide that
covers everything from choosing the best site and buying the right
equipment to managing agents, monitoring productivity, and
enhancing customer relationships.
It's not just the technology, the people, or the customers. It's
all three, and more: call centers are not just places where calls
arrive. They are a strategic business asset, the core of your
business's customer relationship strategy. Call Center Savvy is an
exploration of how the call center works, and how it fits into the
big picture. What the future holds. How new technologies will
affect operations. How international expansion is changing things.
What the role of the Internet will ultimately be. Call Center Savvy
can help a smart call center manager position his or her center for
long term success. It's about seeing beyond today's problems, to
tomorrow's opportunities.It's not enough to know about call center
technology; for your center to excel in the 21st Century, you need
call center savvy. ;
It's not just the technology, the people, or the customers. It's
all three, and more: call centers are not just places where calls
arrive. They are a strategic business asset, the core of your
business's customer relationship strategy. Call Center Savvy is an
exploration of how the call center works, and how it fits into the
big picture. What the future holds. How new technologies will
affect operations. How international expansion is changing things.
What the role of the Internet will ultimately be. Call Center Savvy
can help a smart call center manager position his or her center for
long term success. It's about seeing beyond today's problems, to
tomorrow's opportunities.It's not enough to know about call center
technology; for your center to excel in the 21st Century, you need
call center savvy.;
A call center is not just the technology, or the people, or the
customers; it's all three, and more. It's the core of a business's
customer relationship strategy. This book can help the smart call
center manager position his center for long-term success
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