Call Centers for Dummies
- ISBN-10
- 8126507101
- ISBN-13
- 9788126507108
- Pages
- 386
- Language
- English
- Published
- 2006-01-20
- Publisher
- John Wiley & Sons
- Author
- Réal Bergevin
Description
Call Centers for Dummies is the ideal resource for call center managers. Using Call Centers for Dummies, the manager is equipped with a guide that, working under the principals of revenue generation, efficiency, and customer satisfaction, will improve results measurably. Instead of viewing the call center only as a cost center, managers, equipped with new tools, will be able to affect the bottom line through continuous. Part I: From the Ground Up: An Overview of the Call Center.Part II: The Master Plan: Finance, Analysis, and Resource Management.Part III: Making Life Better With Technology.Part IV: Ensuring Continuous Improvement'.Part V: Handling the Calls: Where It All Comes TogetherPart VI: The Part of Tens
