Call Center Operation

Design, Operation, and Maintenance
Erscheinungsjahr 2003
ISBN: 978-1-55558-277-7
Verlag: Digital Press

Buch, Englisch, 320 Seiten, Format (B × H): 178 mm x 235 mm, Gewicht: 517 g

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. Sharp provides information on advanced technology tools for workforce management, workshop examples for training call center staff, and an analysis of the significance of the call center to overall corporate customer relationship strategies.
A special feature of the book is its focus on call center case studies, describing a number of successful call center strategies and best practices, selected from various business sectors - financial, retail, healthcare, travel, technology, and others. These case studies provide useful guidelines based on successful corporate call centers that will guide you in establishing and maintaining the most effective call center operation for your enterprise.

Zielgruppe

Management and technical personnel with responsibility for development, implementation and operation of call centers.

Autoren/Hrsg.

Sharp, Duane

Fachgebiete

• Wirtschaftswissenschaften Wirtschaftssektoren & Branchen Medien-, Informations und Kommunikationswirtschaft Telekommunikationswirtschaft, Post
• Wirtschaftswissenschaften Betriebswirtschaft Bereichsspezifisches Management Office Management, Büroorganisation
• Wirtschaftswissenschaften Betriebswirtschaft Bereichsspezifisches Management Kundenbeziehungsmanagement, Kundenpflege
• Rechtswissenschaften Arbeitsrecht Arbeitsschutz- und Arbeitssicherheitsrecht
• Wirtschaftswissenschaften Betriebswirtschaft Bereichsspezifisches Management Arbeitsplatz, Arbeitsschutz, Gefahrstoffschutz
• Mathematik | Informatik EDV | Informatik Informatik

Inhaltsverzeichnis

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

Über Autor(innen)

Sharp, Duane
Duane Sharp, the President of SharpTech Associates, is an electronics engineer (B.Eng. (E.E.)), and registered professional engineer. He has been a corporate communications consultant in the IT sector for over 30 years. Duane is the author of numerous articles on technology published in trade professional publications and of two other books on technology topics. He is also active in the greater Toronto high-tech community.