Designing the Best Call Center for Your Business

Brendan Read

364 pages, parution le 27/04/2005 (2^eme édition)

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Résumé

Designing the Best Call Center for Your Business examines all key aspects of opening and expanding a live agent call center, with in-depth coverage on facilities and workstation design; site selection, including communications and power backups; finding the right property; and staff recruiting, training, and retention. It covers domestic and international call centers and those that handle online as well as voice interactions. The book also explores what functions and value call centers can offer businesses, including outbound and inbound sales and customer service and help desk. It examines and suggests how to cope with hot issues that could affect the center such as customer hostility to outbound cold-calling and unsolicited emails.

This edition is revised throughout and expanded with two new chapters. Key topics in the second edition include offshoring as well as nearshoring, including the pros and cons as well as the how-tos of offshoring and nearshoring; hot issues involved with offshoring, such as cultural affinity, unique facilities and staffing issues, and consumer and political resistance; the impact of federal "Do Not Call" legislation; technology changes, including voice-over IP has come into its own; eLearning as a training alternative; ergonomic issues; and business continuity planning and disaster recovery.

L'auteur - Brendan Read

Brendan B. Read is a business editor, writer and consultant who writes about site selection, real estate, facilities, staffing, training, outsourcing and home working. Brendan served for many years as services editor of Call Center magazine. A frequent speaker at at industry conferences, he is the author of Home Workplace and co-author of The Complete Guide to Customer Support.

Sommaire

What are call centers ?
Call Center functions
Planning in the Call Center
Self-service
Home working
Outsourcing
Site selection
Onshorin, nearshoring, and offshoring
Serving Hispanics
Foreign markets
Property considerations
Design, ergonomics and security
Staffing your Call Center
Training and retention
Management issues
Resources guide

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Caractéristiques techniques

	PAPIER
Éditeur(s)	CMP Books
Auteur(s)	Brendan Read
Parution	27/04/2005
Édition	2^eme édition
Nb. de pages	364
Format	15,5 x 23
Couverture	Broché
Poids	610g
Intérieur	Noir et Blanc
EAN13	9781578203130
ISBN13	978-1-57820-313-0