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Call Centers for Dummies
In North America, call centres are a $13 billion business, employing 4 million people. For managers in charge of a call centre 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 centre 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.
Authors: Réal Bergevin, Afshan Kinder, Winston Siegel, and Bruce Simpson
ISBN: 978-0470677438, Paperback, 408 Pages
Not available for Next Working Day Dispatch.