He has gone from a call center agent to a shift supervisor to a call center MIS and PBX manager. He has held positions as computer-telephony engineer, operations manager, and senior account manager, either operating call centers or selling call center systems and technology to small and medium sized businesses. Medcroft writes with the authority of someone who has held every position inside a call center, while also selling call center systems to others, having designed and implemented numerous successful small business call centers. He resides in Phoenix, Arizona. Call centers aren't always huge stadium-style affairs.
Every business has a call center of some sort.
This book brings you the tools you need to plan, budget, and execute the right call center technology to achieve your goals and increase your profits. Small businesses can present the same sophisticated image as their biggest competitors. This book shows you how. Incorporate the latest and best technology to get the most out of your call center and optimize customer service.