Business/Investing The Call Center Handbook: The Complete Guide to Starting, Running, and Improving Your Call Center (1578203058)

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Author: Keith Dawson
Publisher: CMP; 5 edition (November 20, 2003)
ISBN: 1578203058
Pages: 280

Product Description

Providing comprehensive information on the business of customer call centers, this guide covers everything from choosing the best site to purchasing equipment to monitoring agents and measuring their productivity. New topics for this edition include integrating IP technology, coping with a down economy, and the "offshore revolution" of India, the Philippines, and other low-cost labor areas. It's all pulled together in a concise, easy-to-read format.

About the Author

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 left News Service, the industry's premier online source for information and independent analysis. He is also author of Call left Savvy and co-author of Call left Dictionary.

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