文档介绍：Call Center Operation: Design, Operation, and Maintenance
by Duane Sharp ISBN:155558277x
Digital Press © 2003 (303 pages)
plete coverage of the critical issues involved in the design, implementation,
organization, and management of a customer call center.
Table of Contents
Call Center Operation—Design, Operation, and Maintenance
Preface
Chapter 1 - Introduction to Call Centers
Chapter 2 - Call Center Technology
Chapter 3 - Organizing and Managing the Call Center
Chapter 4 - Selecting and Training Call Center Staff
Chapter 5 - Call Center Case Studies
Chapter 6 - Building Customer Relationships with Call Centers
Appendix A - Call Center Vendor Resources—Product and Service Offerings
Appendix B - Glossary of Call Center and CRM Acronyms and Definitions
Appendix C - References and Bibliography
Index
List of Figures
List of Exhibits
List of Sidebars
Call Center Operation: Design, Operation, and Maintenance
Back Cover
ISBN:155558277x
Every customer-facingby Duane corporation Sharp has at least one call center. In the United States, call centers handle a billion
calls per year. Call CenterDigital PressOperation © 2003 gives (303 pages)you plete coverage of the critical issues involved in the
design, implementation,plete coverage and management of the critical of issues a customer involved call in center. the design, Sharp implementation, provides information
on advanced anization, tools for and workforce management management, of a customer workshop call examplescenter. 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 this book is its focus on call center case studies, describing a number of essful call center
strategies and best practices, selected from various business sectors—financial, retail, healthcare, travel,
Tabletechnology, of Contents and others. These case studies provide useful guidelines