The Call Center Handbook

The Complete Guide to Starting, Running, and Improving Your Call Center
5th Auflage
ISBN: 978-1-57820-305-5
Verlag: CRC Press

Buch, Englisch, 283 Seiten, Format (B × H): 152 mm x 229 mm, Gewicht: 471 g

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, soft- ware, long distance and toll-free services, outsourcing, agent training, monitoring, the internet and disaster prevention.

Zielgruppe

Professional Practice & Development

Autoren/Hrsg.

Dawson, Keith

Fachgebiete

• Wirtschaftswissenschaften Betriebswirtschaft Bereichsspezifisches Management E-Commerce, E-Business, E-Marketing
• Wirtschaftswissenschaften Betriebswirtschaft Bereichsspezifisches Management Kundenbeziehungsmanagement, Kundenpflege
• Mathematik | Informatik EDV | Informatik Digital Lifestyle Internet, E-Mail, Social Media
• Wirtschaftswissenschaften Betriebswirtschaft Bereichsspezifisches Management Office Management, Büroorganisation
• Wirtschaftswissenschaften Betriebswirtschaft Bereichsspezifisches Management Arbeitsplatz, Arbeitsschutz, Gefahrstoffschutz
• Rechtswissenschaften Arbeitsrecht Arbeitsschutz- und Arbeitssicherheitsrecht

Inhaltsverzeichnis

Introduction, Part I: The Physical Center, Part II: Routing Calls: Switches & Hardware Systems, Part III: The Front End, Part IV: Making Sense of the Call, Part V: Critical Peripherals, Part VI: Management & Operations, Part VII: Outside the Center

Über Autor(innen)

Keith Dawson is one of the world's foremost authorities on call centers. He is currently senior editor for CommWeb and was founder of Call Center News Service, the industry's premier online source for information and independent analysis. He is also author of Call Center Savvy and co-author of Call Center Dictionary.