Call center handbook
Subtitle: the complete guide to starting, running and improving your call center
By: Keith Dawson
Edition: Third edition.
Publisher: Telecom
Published: 1999
Place of publication: New York
Language: eng
Number of pages: 325
ISBN-13: 9781929629220
Subjects: Call centers; Handbooks, manuals; Development; Evaluation; Management; BUSINESS & ECONOMICS; Industrial Management; Management Science; Organizational Behavior
Notes: Includes resources (p. 259-325).
Table of contents: title: Part I; title: The Physical Center -- -- Part II; title: Routing Calls: Switches & Core Hardware Systems -- -- Part III; title: The Front End -- -- Part IV; title: Making Sense of the Call -- -- Part V; title: Critical Peripherals -- -- Part VI; title: Management & Operations -- -- Part VII; title: Outside the Center.