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Real Bergevin | Afshan Kinder | Winston Siegel | Bruce Simpson

Call Centers For Dummies

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€23.99
Call Centers For Dummies
A01=Afshan Kinder
A01=Bruce Simpson
A01=Real Bergevin
A01=Winston Siegel
agents
Author_Afshan Kinder
Author_Bruce Simpson
Author_Real Bergevin
Author_Winston Siegel
call center
call center agents
call center guide
call centers
call centre
call centres
Category=KJ
Category=KJSU
contact center
data center
eq_bestseller
eq_business-finance-law
eq_isMigrated=1
eq_isMigrated=2
eq_nobargain
eq_non-fiction
managers of call centers
managers of call centres
Real Bergevin

Product details

  • ISBN 9780470677438
  • Weight: 522g
  • Dimensions: 185 x 231mm
  • Publication Date: 17 Sep 2010
  • Publisher: John Wiley & Sons Inc
  • Publication City/Country: US
  • Product Form: Paperback
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Description
Tips on making your call center a genuine profit center

In North America, call centers are a $13 billion business, employing 4 million people. For managers in charge of a call center operation, this practical, user-friendly guide outlines how to improve results measurably, following its principles of revenue generation, efficiency, and customer satisfaction. In addition, this new edition addresses many industry changes, such as the new technology that's transforming today's call center and the location-neutral call center. It also helps readers determine whether it's cost-efficient to outsource operations and looks at the changing role and requirements of agents.

  • The ultimate call center guide, now revised and updated
  • The authors have helped over 60 companies improve the efficiency and effectiveness of their call center operations
  • Offers comprehensive guidance for call centers of all sizes, from 20-person operations to multinational businesses

With the latest edition of Call Centers For Dummies, managers will have an improved arsenal of techniques to boost their center's bottom line.
About Afshan Kinder | Bruce Simpson | Real Bergevin | Winston Siegel

Réal Bergevin is executive vice president of Transcom Worldwide. Afshan Kinder, Winston Siegel, and Bruce Simpson are partners in SwitchGear Consulting, a company specializing in call centers and change management. SwitchGear's clients include companies such as Scotiabank, TELUS, and Ceridian.