Call center handbook 5e ed.

The complete guide to starting, running and improving your call center

Keith Dawson

284 pages, parution le 28/12/2003 (5^eme édition)

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Résumé

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 improving your call center. It explains it all: everything that goes into the connection between a company and its customers. From technology primers to details about choosing and using specific products, this handbook is an indispensible guide for the call center manager. Tips for what works and what doesn't. Help with operational problems, like managing people and technology, for without tools call centers fail to thrive. Includes information on switches, IVR, voice processing, call center peripherals, software, long distance and toll free services, outsourcing, agent training, monitoring, the internet and disaster prevention.

New and expanded topics in this edition include:

IP technology in small and mid-sized centers - what it means for the manager, and how to coordinate with the IT department
The impact of the economy on an industry once thought to be "recession-proof" - what it means for hiring, service levels, and technology development
What to do when your vendor goes belly up
The offshore revolution - India, Philippines, Australia and other low-labor cost areas that are altering the cost equations for service delivery and site selection

Introduction
The physical center
Routing calls : switches and hardware systems
The front end
Making sense of the call
Critical peripherals
Management and operations
Outside the center

Caractéristiques techniques

	PAPIER
Éditeur(s)	CMP Books
Auteur(s)	Keith Dawson
Parution	28/12/2003
Édition	5^eme édition
Nb. de pages	284
Format	15,5 x 23
Couverture	Broché
Poids	465g
Intérieur	Noir et Blanc
EAN13	9781578203055
ISBN13	978-1-57820-305-5