Description
Unlock the full potential of your call center with 'Call Centers For Dummies.' This invaluable resource empowers call center managers to transform their operations into profit centers by enhancing revenue generation, efficiency, and customer satisfaction. With the North American call center industry valued at $13 billion and employing approximately 4 million people, understanding industry nuances is critical. This practical guide covers essential techniques on optimizing call center performance and addresses technological advancements revolutionizing the industry. It also explores the pros and cons of outsourcing call center operations and details the evolving roles of agents in modern environments. Whether you run a small 20-person team or manage a multinational operation, this book offers tailored insights to meet your needs. Expert authors with a proven track record of assisting over 60 companies share their strategies to refine call center efficiency and effectiveness. With its comprehensive coverage, the latest edition of 'Call Centers For Dummies' is your go-to tool for securing a competitive edge in the ever-evolving call center landscape.
Shipping for this item is free. Please allow up to 6 weeks for delivery. Once your order is placed, it cannot be cancelled. Condition: BRAND NEW. ISBN: 9780470677438. Year: 2010. Publisher: John Wiley & Sons Canada. Pages: 384.
Note: Shipping for this item is free. Please allow up to 6 weeks for delivery. Once your order is placed, it cannot be cancelled.
Condition: BRAND NEW
ISBN: 9780470677438
Year: 2010
Publisher: John Wiley & Sons Canada
Pages: 384
Description:
Tips on making your call center a genuine profit center
In North America, call centers are a $13 billion business,
employing 4 million people. For managers in charge of a call center
operation, this practical, user-friendly guide outlines how to
improve results measurably, following its principles of revenue
generation, efficiency, and customer satisfaction. In addition,
this new edition addresses many industry changes, such as the new
technology that's transforming today's call center and the
location-neutral call center. It also helps readers determine
whether it's cost-efficient to outsource operations and looks at
the changing role and requirements of agents.
The ultimate call center guide, now revised and updated
The authors have helped over 60 companies improve the
efficiency and effectiveness of their call center operations
Offers comprehensive guidance for call centers of all sizes,
from 20-person operations to multinational businesses
With the latest edition of Call Centers For Dummies,
managers will have an improved arsenal of techniques to boost their
center's bottom line.
Shipping for this item is free. Please allow up to 6 weeks for delivery. Once your order is placed, it cannot be cancelled. Condition: BRAND NEW. ISBN: 9780470677438. Year: 2010. Publisher: John Wiley & Sons Canada. Pages: 384.
Note: Shipping for this item is free. Please allow up to 6 weeks for delivery. Once your order is placed, it cannot be cancelled.
Condition: BRAND NEW
ISBN: 9780470677438
Year: 2010
Publisher: John Wiley & Sons Canada
Pages: 384
Description:
Tips on making your call center a genuine profit center
In North America, call centers are a $13 billion business,
employing 4 million people. For managers in charge of a call center
operation, this practical, user-friendly guide outlines how to
improve results measurably, following its principles of revenue
generation, efficiency, and customer satisfaction. In addition,
this new edition addresses many industry changes, such as the new
technology that's transforming today's call center and the
location-neutral call center. It also helps readers determine
whether it's cost-efficient to outsource operations and looks at
the changing role and requirements of agents.
The ultimate call center guide, now revised and updated
The authors have helped over 60 companies improve the
efficiency and effectiveness of their call center operations
Offers comprehensive guidance for call centers of all sizes,
from 20-person operations to multinational businesses
With the latest edition of Call Centers For Dummies,
managers will have an improved arsenal of techniques to boost their
center's bottom line.