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This is an authoritative guide to the essentials of establishing and operating an efficient call centre. It covers the full range of topics including buying the right equipment and software, monitoring agents, measuring productivity and enhancing customer relationships. It explains how to run an innovative centre effectively, including the successful use of interactive voice response, fax-on-demand, e-mail and web sites.
Nákup knihy
The Call Center Handbook, Keith Dawson
- Jazyk
- Rok vydání
- 1999
- product-detail.submit-box.info.binding
- (měkká)
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- Titul
- The Call Center Handbook
- Jazyk
- anglicky
- Autoři
- Keith Dawson
- Vydavatel
- Telecom Books
- Rok vydání
- 1999
- Vazba
- měkká
- Počet stran
- 325
- ISBN10
- 1578200474
- ISBN13
- 9781578200474
- Série
- Hodnocení
- 3,55 z 5
- Anotace
- This is an authoritative guide to the essentials of establishing and operating an efficient call centre. It covers the full range of topics including buying the right equipment and software, monitoring agents, measuring productivity and enhancing customer relationships. It explains how to run an innovative centre effectively, including the successful use of interactive voice response, fax-on-demand, e-mail and web sites.