The Call Center Handbook : The Complete Guide to Starting, Running, and Improving Your Call Center

Name: The Call Center Handbook:The Complete Guide to Starting, Running, and Improving Your Call Center
ISBN: 9780429082870

doi:10.1201/9781482295658

Book

ABSTRACT

Need to know how to buy a phone switch for your call center? How to measure the productivity of agents? How to choose from two cities that both want your center? No problem. The Call Center Handbook is a complete guide to starting, running, and im

The Call Center Handbook

ABSTRACT

TABLE OF CONTENTS

chapter |6 pages

part |2 pages

Part I - The Physical Center

chapter 1|6 pages

chapter 2|14 pages

chapter 3|10 pages

part |2 pages

Part II - Routing Calls: Switches & Hardware Systems

chapter 4|8 pages

chapter 5|12 pages

chapter 6|18 pages

chapter 7|18 pages

chapter 8|8 pages

part |2 pages

Part III - The Front End

chapter 9|8 pages

chapter 10|10 pages

chapter 11|10 pages

chapter 12|4 pages

chapter 13|4 pages

part |2 pages

Part IV - Making Sense of the Call

chapter 14|16 pages

chapter 15|6 pages

chapter 16|16 pages

chapter 17|6 pages

part |2 pages

Part V - Critical Peripherals

chapter 18|6 pages

chapter 19|4 pages

chapter 20|10 pages

part |2 pages

Part VI - Management & Operations

chapter 21|8 pages

chapter 22|8 pages

chapter 23|6 pages

chapter 24|6 pages

chapter 25|6 pages

part |2 pages

Part VII - Outside the Center

chapter 26|10 pages

chapter 27|10 pages

chapter 28|8 pages

chapter 29|4 pages