The call center handbook /
Dawson, Keith,
The call center handbook / Complete guide to starting, running and improving your call center [by Keith Dawson] - Fourth edition. - 382 pages : illustrations ; 23 cm
Includes appendices.
This is a guide to the essentials of establishing and operating an efficient call centre. It covers a range of topics including buying the right equipment and software, monitoring agents, measuring productivity and enhancing customer relationships, and explains how to run an efficient centre.
1578200709 9781578200702
Call centers--Management.
Customer services--Management.
Management information systems.
--Reading book
658.812 / DAW
The call center handbook / Complete guide to starting, running and improving your call center [by Keith Dawson] - Fourth edition. - 382 pages : illustrations ; 23 cm
Includes appendices.
This is a guide to the essentials of establishing and operating an efficient call centre. It covers a range of topics including buying the right equipment and software, monitoring agents, measuring productivity and enhancing customer relationships, and explains how to run an efficient centre.
1578200709 9781578200702
Call centers--Management.
Customer services--Management.
Management information systems.
--Reading book
658.812 / DAW