Call Center Operation
Subtitle: Design, Operation and Maintenance
Publisher: Digital Press
Published: March 14, 2003
Language: eng
Format: Paperback
Number of pages: 352
ISBN-13: 9781555582777
Subjects: Customer services; Postal & telecommunications industries; Teleworking; Technology; Environmental Engineering & Technology; Business / Economics / Finance; Science/Mathematics; Life Sciences - Ecology; Business Software - General; Customer Service; Computers / Business Software / General
First sentence: "During the past decade in particular, the influence of technology on the relationships between organizations in both the public and private sectors has increased dramatically."
Table of contents: title: Introduction to call centers; title: Call center technology; title: Organizing and managing the call center; title: Selecting and training call center staff; title: Call center case studies; title: Building customer relationships with call centers; title: Appendixes.; title: Call center vendor resources : product and service offerings; title: Glossary of call center and CRM acronyms and definitions; title: References and bibliography