ABSTRACT
You have invested considerable sums in your call center. How you get the most of it fro m beginning to end depends on how well you manage it .
This book is not abou t managemen t pe r se. There are many fine tomes like Call Center Management on Fast Forward by Brad Cleveland and Julia Mayben. What this chapter will do is touch o n the key issues that affect you r center's performanc e and how to maximize your returns.
