A01=Keith Dawson
ACD Vendor
advanced call center management techniques
agent performance metrics
agents
Ani
Author_Keith Dawson
business process outsourcing
Call Center
Call Center Industry
Call Center Managers
Call Center Reps
Call Center Systems
Category=KJE
Category=KJSU
Category=KJWX
Category=UDB
Computer Telephony
Computer Telephony Integration
contact center technology
CRM Company
CRM Product
CRM Tool
CTI
customer service operations
desktop
eq_bestseller
eq_business-finance-law
eq_computing
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eq_non-fiction
industry
ivr
IVR System
LAN
Live Text Chat
manager
operational efficiency strategies
Phone System
Predictive Dialers
recognition
ROI
routing
skills-based
Speaker Independent Recognition
speech
Stand Alone ACD
system
telecommunications management
Telemarketing Software
Toll Free Services
Voice Processing Systems
Workforce Management Software
Product details
- ISBN 9781578203055
- Weight: 530g
- Dimensions: 152 x 229mm
- Publication Date: 20 Nov 2003
- Publisher: Taylor & Francis Ltd
- Publication City/Country: GB
- Product Form: Paperback
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Need to know how to buy a phone switch for your call center? How to measure the productivity of agents? How to choose from two cities that both want your center? No problem. The Call Center Handbook is a complete guide to starting, running and improving your call center. It explains it all: everything that goes into the connection between a company and its customers. From technology primers to details about choosing and using specific products, this handbook is an indispensible guide for the call center manager. Tips for what works and what doesn’t. Help with operational problems, like managing people and technology, for without tools call centers fail to thrive. Includes information on switches, IVR, voice processing, call center peripherals, soft- ware, long distance and toll-free services, outsourcing, agent training, monitoring, the internet and disaster prevention.
Keith Dawson is one of the world's foremost authorities on call centers. He is currently senior editor for CommWeb and was founder of Call Center News Service, the industry's premier online source for information and independent analysis. He is also author of Call Center Savvy and co-author of Call Center Dictionary.
