Call Center Handbook
The Complete Guide to Starting, Running, and Improving Your Call Center
By Keith Dawson
"Call Center Handbook" was published by Taylor & Francis Group in 2003 - Boca Raton, it has 283 pages and the language of the book is English.
“Call Center Handbook” Metadata:
- Title: Call Center Handbook
- Author: Keith Dawson
- Language: English
- Number of Pages: 283
- Publisher: Taylor & Francis Group
- Publish Date: 2003
- Publish Location: Boca Raton
“Call Center Handbook” Subjects and Themes:
- Subjects: ➤ Call centers - Customer services - Management - Management information systems - Telecommunication - Telecommunications - Télécommunications - Business - Communication systems - Telephone systems - Telecommunication systems - Marketing - Centres d'appels (Affaires) - Affaires - Systèmes de communication - Téléphonie - Systèmes de télécommunications - Systèmes d'information de gestion - Service à la clientèle - BUSINESS & ECONOMICS - Industrial Management - Management Science - Organizational Behavior
Edition Identifiers:
- The Open Library ID: OL33486073M - OL5749995W
- ISBN-13: 9781482295658
- All ISBNs: 9781482295658
AI-generated Review of “Call Center Handbook”:
"Call Center Handbook" Description:
Open Data:
Cover -- Title Page -- Copyright Page -- Table of Contents -- Introduction -- Part I: The Physical Center -- Chapter 1: How Call Centers Evolve, Or, How To Start Putting Your Center Into Perspective -- Chapter 2: Destination Call Center -- Chapter 3: Facilities & Design -- Part II: Routing Calls: Switches & Hardware Systems -- Chapter 4: Toll Free & Long Distance Services -- Chapter 5: The ACD -- Chapter 6: Outdialing Systems -- Chapter 7: Computer Telephony -- Chapter 8: Voice Processing Fundamentals -- Part III: The Front End -- Chapter 9: Interactive Voice Response -- Chapter 10: Speech Recognition -- Chapter 11: The Web & Call Centers -- Chapter 12: The Fallacy of Email -- Chapter 13: Giving Video a Second Look -- Part IV: Making Sense of the Call -- Chapter 14: More on Computer Telephony -- Chapter 15: Skills-Based Routing -- Chapter 16: Customer Relationship Management -- Chapter 17: Order Processing -- Part V: Critical Peripherals -- Chapter 18: Readerboards and Display Technologies -- Chapter 19: Headsets -- Chapter 20: On-Hold Messaging -- Part VI: Management & Operations -- Chapter 21: Workforce Management Software -- Chapter 22: Monitoring Systems -- Chapter 23: Making Call Center Careers Meaningful -- Chapter 24: Surefire Ways to Motivate Your Reps -- Chapter 25: Realizing The Value on the Front Line -- Part VII: Outside the Center -- Chapter 26: Outsourcing -- Chapter 27: Disaster & Contingency Planning -- Chapter 28: Telecommuting Agents -- Chapter 29: Self-Service and Self-Delusion: A Final Word
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