Designing the best call center for your business
Subtitle: a complete guide for location, services, staffing, and outsourcing
By: by Brendan Read.
Edition: 2nd ed.
Publisher: CMP Books
Published: 2005
Place of publication: San Francisco
Language: eng
Number of pages: 362
Subjects: Call centers.; Customer relations.; Customer services -- Management.
Description: Brendan B. Read&rsquo;s Designing the Best Call Center for Your Business is an invaluable resource for anyone involved in planning, managing, or optimizing a call center. The second edition is particularly timely, as it addresses the evolving landscape of customer service with updated insights into outsourcing, technology integration, and global trends.<br />What I appreciated most was how comprehensive yet accessible the book is. Read doesn&rsquo;t just skim the surface&mdash;he dives deep into the operational, financial, and human aspects of setting up a call center. From selecting the right location and service model to building a strong team and evaluating outsourcing options, every chapter provides practical guidance backed by real-world examples.<br />If you're exploring outsourcing options, I highly recommend checking out services like <a href="https://supportyourapp.com/call-center-outsourcing/">call center services</a>, which align well with many of the strategies and considerations the book discusses.<br />Whether you're a startup founder, operations manager, or simply someone curious about the inner workings of customer support systems, this guide is well worth your time. It&rsquo;s clear that Read brings a wealth of experience to the table, and his advice can help businesses of all sizes design smarter, more efficient customer service operations.
Notes: Includes bibliographical references (p. 349).