Overview
Every customer-facing corporation has at least one call center. In the United States, call centers handle a billion calls per year. Call Center Operation gives you complete coverage of the critical issues involved in the design, implementation, organization, and management of a customer call center. Sharp provides information on advanced technology tools for workforce management, workshop examples for training call center staff, and an analysis of the significance of the call center to overall corporate customer relationship strategies. A special feature of the book is its focus on call center case studies, describing a number of successful call center strategies and best practices, selected from various business sectors - financial, retail, healthcare, travel, technology, and others. These case studies provide useful guidelines based on successful corporate call centers that will guide you in establishing and maintaining the most effective call center operation for your enterprise.
Full Product Details
Author: Duane Sharp (President, SharpTech Associates, Toronto, Canada)
Publisher: Elsevier Science & Technology
Imprint: Digital Press
Dimensions:
Width: 17.80cm
, Height: 1.60cm
, Length: 23.50cm
Weight: 0.520kg
ISBN: 9781555582777
ISBN 10: 155558277
Pages: 320
Publication Date: 14 May 2003
Audience:
Professional and scholarly
,
Professional & Vocational
Format: Paperback
Publisher's Status: Active
Availability: In Print
This item will be ordered in for you from one of our suppliers. Upon receipt, we will promptly dispatch it out to you. For in store availability, please contact us.
Reviews
This book is educational, easy to understand, and not only a must for call center managers, but it will help CSRs understand the significant role they play in the overall operation of a call center, and in their organization's CRM strategies. -Janet Sutherland, Senior Consultant, Performance Measurement, Bell Contact Centre Solutions, Toronto, Ontario
This book is educational, easy to understand, and not only a must for call center managers, but it will help CSRs understand the significant role they play in the overall operation of a call center, and in their organization's CRM strategies. --Janet Sutherland, Senior Consultant, Performance Measurement, Bell Contact Centre Solutions, Toronto, Ontario
"""This book is educational, easy to understand, and not only a must for call center managers, but it will help CSRs understand the significant role they play in the overall operation of a call center, and in their organization's CRM strategies."" --Janet Sutherland, Senior Consultant, Performance Measurement, Bell Contact Centre Solutions, Toronto, Ontario"
Author Information
Duane Sharp, the President of SharpTech Associates, is an electronics engineer (B.Eng. (E.E.)), and registered professional engineer. He has been a corporate communications consultant in the IT sector for over 30 years. Duane is the author of numerous articles on technology published in trade professional publications and of two other books on technology topics. He is also active in the greater Toronto high-tech community.
