Call Centers for Dummies

Réal Bergevin - Collection For Dummies

362 pages, parution le 16/08/2005

Ajouter à une liste

Indisponible

Résumé

Ensure continuous improvement for your call center

"With this book as your road map the journey toward success will be much easier."
Michael Hayes, Senior Vice President, Scotiabank

The call center industry is one of the world's most rapidly growing and fastest changing. For those involved in call centers or anyone who just wants the inside scoop on this exciting field, Call Centers For Dummies is a must-read. With invaluable information for managers on how to run an efficient, profitable center, and expert call handling strategies for agents, this is the ultimate call center book.

Discover how to:

Locate and set up your callcenter

Hire and retain the best people

Create work schedules that work

Get the newest and coolest technology

Turn call centers into profit centers

The Dummies Way

Explanations in plain English

"Get in, get out" information

Icons and other navigational aids

Tear-out cheat sheet

Top ten lists

A dash of humor and fun

L'auteur - Réal Bergevin

Real Bergevin is the founder and CEO of The NuComm Corporation, which helps corporations communicate and do business with their customers. NuComm has offices throughout Canada and the Philippines.

Sommaire

Introduction
From The Ground Up: An Overview Of The Call Center
The Master Plan: Finance, Analysis, And Resource Management
Making Life Better With Technology
Ensuring continuous improvement'
Handling The Calls: Where It All Comes Together
The Part Of Tens
Appendix 1: Glossary of Key Call Center Definitions and Concepts
Appendix 2: Call Center Support Services
Index

Voir tout

Replier

Caractéristiques techniques

	PAPIER
Éditeur(s)	Wiley
Auteur(s)	Réal Bergevin
Collection	For Dummies
Parution	16/08/2005
Nb. de pages	362
Format	18,5 x 23,5
Couverture	Broché
Poids	651g
Intérieur	Noir et Blanc
EAN13	9780470835494
ISBN13	978-0-470-83549-4