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Call Center operation : design, operation, and maintenance /

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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....

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Bibliographic Details
Main Author: Sharp, Duane E.
Format: eBook
Language:English
Published: Amsterdam ; Boston : Digital Press, [2003]
Subjects:
Call centers > Management.
Electronic books.
Online Access:Connect to the full text of this electronic book
Table of Contents:
  • Introduction to Call Centers; Call Center Technology; Organizing and Managing the Call Center; Selecting and Training Call Center Staff; Call Center Case Studies; Building Customer Relationships with Call Centers
  • Appendices: Call Center Vendor Resources-Product and Service Offerings;Glossary of Call Center and CRM Acronyms and Definitions.