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
TABLE OF CONTENTS
part |2 pages
Part I - The Physical Center
part |2 pages
Part II - Routing Calls: Switches & Hardware Systems
part |2 pages
Part III - The Front End
part |2 pages
Part IV - Making Sense of the Call
part |2 pages
Part V - Critical Peripherals
part |2 pages
Part VI - Management & Operations
part |2 pages
Part VII - Outside the Center