Overview
The management of telecommunications and computer technologies presents businesses with opportunities to make their operations more efficient; and there are numerous examples of the functions being transformed by telecommunications technologies. This book teaches how to profit from them.
Full Product Details
Author: Charles Day
Publisher: McGraw-Hill Education - Europe
Imprint: McGraw-Hill Professional
Dimensions:
Width: 18.30cm
, Height: 3.40cm
, Length: 23.40cm
Weight: 0.851kg
ISBN: 9780070164307
ISBN 10: 0070164304
Pages: 528
Publication Date: 16 May 2000
Audience:
College/higher education
,
Professional and scholarly
,
Undergraduate
,
Postgraduate, Research & Scholarly
Format: Paperback
Publisher's Status: Out of Print
Availability: In Print
Limited stock is available. It will be ordered for you and shipped pending supplier's limited stock.
Reviews
From excerpts of review by Curt Kampmeier, Editor ...This book aims to increase our understanding of the subject of call center operations and help us, and our clients, conduct business more successfully. ...a very timely book for management consultants. Day cuts through the confusion and jargon. He deals with the related technology, process, and people aspects of call center operations in a clear, systematic manner that makes the technical aspects accessible to all. ...helps us cut through the jargon and grasp the underlying concepts. Free of gobbledygook, Day guides us on a step-by-step understanding of many of the developments within the teleservices industry. ...Day's knowledge and recommendations come from years of practice serving hundreds of clients and from his impressive synthesis of concepts and materials. In this 500-page book, he has produced an exceptional reference guide that is packed full of useful information on call-handling applications. His writing is lucid and eloquent. What's more, he has organized his framework, chapters, appendices, index, and glossary so that navigating is easy. He takes us from the general to the particular--so we can choose between a surface understanding and real submersion in the subject. He tells us the basics and also provides a context to make sense of new developments and shifts that are currently taking place.
From excerpts of review by Curt Kampmeier, Editor <p>...This book aims to increase our understanding of the subject of call center operations and help us, and our clients, conduct business more successfully. <p>...a very timely book for management consultants. Day cuts through the confusion and jargon. He deals with the related technology, process, and people aspects of call center operations in a clear, systematic manner that makes the technical aspects accessible to all. <p>...helps us cut through the jargon and grasp the underlying concepts. Free of gobbledygook, Day guides us on a step-by-step understanding of many of the developments within the teleservices industry. <p>...Day's knowledge and recommendations come from years of practice serving hundreds of clients and from his impressive synthesis of concepts and materials. In this 500-page book, he has produced an exceptional reference guide that is packed full of useful information on call-handling applications. His writing is lucid and eloquent. What's more, he has organized his framework, chapters, appendices, index, and glossary so that navigating is easy. He takes us from the general to the particular--so we can choose between a surface understanding and real submersion in the subject. He tells us the basics and also provides a context to make sense of new developments and shifts that are currently taking place.
Author Information
Charles E. Day is president of Charles E. Day and Associates, one of the country's leading consulting firms specializing in the application of integrated telephone and computer technologies. A contributor to many industry journals, he is also a Certified Management Consultant.
