The digital call center
Subtitle: gateway to technical intimacy
By: Paul Anderson and Art Rosenberg.
Contributors: Rosenberg, Arthur D.
Publisher: Doyle Publishing Co., Inc.
Published: 1999
Place of publication: Houston, Tex.
Language: eng
Format: Paperback
Number of pages: 168
Subjects: Call centers -- Computer network resources.; Internet.; World Wide Web.; Internet telephony.; Customer services.
Table of contents: title: Embrace the changing edge; title: The decade, demographics and devices of call centers; title: A paradigm shift : new call center strategies for web callers; title: The call center meets "webmail" : get ready to deal with email processing; title: Technical intimacy and the art of customer loyalty; title: Call center humanware : white collar slave or gold collar worker?; title: Y2k the big bug : apocalypse or annoyance