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• Author: R‚al Bergevin
• Publisher: For Dummies (May 18, 2005)
• ISBN: 0470835494
• Pages: 384

Product Description

A fun and simple guide to improving call left management and response

Call Centers For Dummies serves as the ideal resource for call left managers. Concentrating on revenue generation, efficiency, and customer satisfaction, it helps managers improve their results and affect their company's bottom line. With new tools and tactics specifically designed for call left managers, Call Centers For Dummies helps put a value on customer relations efforts undertaken in call centers and helps managers implement new strategies for continual improvement of customer service.

From the Back Cover

"Provides a simple, straight forward, and proven formula for success that can help turn your call left into a true competitive advantage."

Eric Burton, VP Customer Care, Time Warner Cable "With this book as your road map the journey toward success will be made much easier."

Michael Hayes, Senior Vice President, Scotiabank The call left 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. From offshore options to "do not call" legislation to proven means of measuring agent performance, it’s all here. With invaluable information for managers on how to run an efficient, profitable left and expert call handling strategies and tools for agents, this is the ultimate call left book. Discover how to: Locate and set up your call left

Hire and retain the best people

Create work schedules that work

Get the newest and coolest technology

Turn call centers into profit centers

Rating:
2.5 out of 5 by Book123