Call Center Operation: Design, Operation, and Maintenance

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Digital Press, May 14, 2003 - Computers - 303 pages
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Every customer-facing corporation has at least one call center. In the United States, call centers handle a billion calls per year. Call Center Operation gives you complete coverage of the critical issues involved in the design, implementation, organization, and management of a customer call center. Sharp provides information on advanced technology tools for workforce management, workshop examples for training call center staff, and an analysis of the significance of the call center to overall corporate customer relationship strategies.
A special feature of the book is its focus on call center case studies, describing a number of successful call center strategies and best practices, selected from various business sectors - financial, retail, healthcare, travel, technology, and others. These case studies provide useful guidelines based on successful corporate call centers that will guide you in establishing and maintaining the most effective call center operation for your enterprise.

· Presents key concepts and techniques, including a formal development process, in a real-world context
· Provides extensive management guidelines
· Stresses the importance of staff selection and training
 

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Contents

Chapter 1 Introduction to Call Centers
1
Chapter 2 Call Center Technology
13
Chaper 3 Organizing and Managing the Call Center
61
Chapter 4 Selecting and Training Call Center Staff
137
Chapter 5 Call Center Case Studies
165
Chapter 6 Building Customer Relationships with Call Centers
199
Appendix A Call Center Vendor ResourcesProduct and Service Offerings
245
Appendix B Glossary of Call Center and CRM Acronyms and Definitions
267
Appendix C References and Bibliography
283
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About the author (2003)

Duane Sharp, the President of SharpTech Associates, is an electronics engineer (B.Eng. (E.E.)), and registered professional engineer. He has been a corporate communications consultant in the IT sector for over 30 years. Duane is the author of numerous articles on technology published in trade professional publications and of two other books on technology topics. He is also active in the greater Toronto high-tech community.

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