DESIGNING THE BEST CALL CENTER FOR YOUR BUSINESS READ B. Księgarnia

Designing the best Call Center for your Business

A complete Guide for Location Services Staffing and Outsourcing

Examines all key aspects of opening and expanding a live agent call center, with in depth coverage on facilities and workstation design, site selection, including communications and power backups, finding the right property and staff recruiting, training and retention. It covers domes tic and international call centers and those that 'I handle online as well as voice interactions. It also looks at technology- only, outsourcing, and teleworking call center alternatives and call demand managing adjuncts.

The book also explores what functions and value call centers can offer businesses, including outbound and inbound sales and customer service and help desk. It examines and suggests how to,. cope with hot issues that could affect the center . such as the CRM trend and growing consumer hostility to outbound cold-calling and unsolicited e-mail

Brendan Read is Call Center Magazine's Services Editor and its resident locations expert. He writes about site selection, real estate, facilities, and staffing, training and outsourcing. In 1990 became a trade magazine reporter and editor, covering the electrical and later the metals, transportation and travel industries for US, UK and Canadian publications. He joined Call Center as a writer in March 1997.

278 pages

Po otrzymaniu zamówienia poinformujemy,
czy wybrany tytuł polskojęzyczny lub anglojęzyczny jest aktualnie na półce księgarni.