by Mike Applegarth
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by Andrew Waite
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by Keith Dawson
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Call Center Management on Fast Forward: Succeeding in Today's Dynamic Inbound Environment by Gordon F., Jr. MacPherson |
by R al Bergevin
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Product Description
Product Description
This book covers the broad range of call center terminology. The book explains relevant terms simply enough for newcomers to grasp, but with enough depth to give insight to seasoned professionals. Call centres have become the crucial front line for managing customer relationships. A well-run call center can foster customer loyalty. Conversely, a poorly run call center can drive customers away to competitors. This book provides the call center manager with a quick reference that covers all the complex technology and operational issues that come up in running and improving a call center.
About the Author
Keith Dawson and Madeline Bodin are leading writers and experts on call centres. They have written several books. Keith is currently senior editor of COMMWEB, a one-stop web portal that guides business and service-provider organisations in evaluating, purchasing and implementing advanced communications systems and networks. Madeline is currently running Editorial Services, a company she founded.
This book covers the broad range of call center terminology. The book explains relevant terms simply enough for newcomers to grasp, but with enough depth to give insight to seasoned professionals. Call centres have become the crucial front line for managing customer relationships. A well-run call center can foster customer loyalty. Conversely, a poorly run call center can drive customers away to competitors. This book provides the call center manager with a quick reference that covers all the complex technology and operational issues that come up in running and improving a call center.
About the Author
Keith Dawson and Madeline Bodin are leading writers and experts on call centres. They have written several books. Keith is currently senior editor of COMMWEB, a one-stop web portal that guides business and service-provider organisations in evaluating, purchasing and implementing advanced communications systems and networks. Madeline is currently running Editorial Services, a company she founded.
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