Designing the Best Call Center for Your Business 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; f

chapter 1|16 pages

What Are Call Centers?

chapter 2|14 pages

Call Center Functions

chapter 3|16 pages

Planninging the Call Center

chapter 4|12 pages


chapter 5|22 pages

Home Working

chapter 6|24 pages


chapter 7|32 pages

Site Selection

chapter 8|34 pages

Onshoring, Nearshoring, and Offshoring

chapter 9|10 pages

Serving Hispanics

chapter 10|28 pages

Foreign market

chapter 11|38 pages

Property Considerations

chapter 12|32 pages

Design, Ergonomics, and Security

chapter 13|24 pages

Staffing Your Call Center

chapter 14|22 pages

Training and Retention

chapter 15|24 pages

Management lssues

chapter 16|6 pages

Resources Guide