TY  - BOOK
AU  - Dawson,Keith
TI  - The call center handbook
SN  - 1578200709
U1  - 658.812 22
PY  - 2001///]
CY  - New York, NY, Gilroy, CA
PB  - CMP Books
KW  - Call centers
KW  - Management
KW  - BUEsh
KW  - Customer services
KW  - Management information systems
KW  - GGEN
KW  - March2020
KW  - Reading book
N1  - Includes appendices
N2  - 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
UR  - http://www.loc.gov/catdir/enhancements/fy1211/2001281919-b.html
UR  - http://www.loc.gov/catdir/enhancements/fy1214/2001281919-d.html
ER  -