Cover for Call Center Operation

Call Center Operation

Design, Operation, and Maintenance

Book2003

Author:

Duane E. Sharp

Call Center Operation

Design, Operation, and Maintenance

Book2003

 

Cover for Call Center Operation

Author:

Duane E. Sharp

About the book

Browse this book

Book description

Every customer-facing corporation has at least one call center. In the United States, call centers handle a billion calls per year. Call Center Operation gives you complete coverag ... read full description

Browse content

Table of contents

Actions for selected chapters

Select all / Deselect all

  1. Full text access
  2. Book chapterAbstract only

    1 - Introduction to call centers

    Pages 1-12

  3. Book chapterAbstract only

    2 - Call center technology

    Pages 13-60

  4. Book chapterAbstract only

    3 - Organizing and managing the call center

    Pages 61-135

  5. Book chapterAbstract only

    4 - Selecting and training call center staff

    Pages 137-163

  6. Book chapterAbstract only

    5 - Call center case studies

    Pages 165-198

  7. Book chapterAbstract only

    6 - Building customer relationships with call centers

    Pages 199-243

  8. Book chapterNo access

    Appendix A - Call center vendor resources —product and service offerings

    Pages 245-265

  9. Book chapterNo access

    Appendix B - Glossary of call center and CRM acronyms and definitions

    Pages 267-282

  10. Book chapterNo access

    Appendix C - References and bibliography

    Pages 283-285

  11. Book chapterNo access

    Index

    Pages 287-303

About the book

Description

Every customer-facing corporation has at least one call center. In the United States, call centers handle a billion calls per year. Call Center Operation gives you complete coverage of the critical issues involved in the design, implementation, organization, and management of a customer call center. Sharp provides information on advanced technology tools for workforce management, workshop examples for training call center staff, and an analysis of the significance of the call center to overall corporate customer relationship strategies.
A special feature of the book is its focus on call center case studies, describing a number of successful call center strategies and best practices, selected from various business sectors - financial, retail, healthcare, travel, technology, and others. These case studies provide useful guidelines based on successful corporate call centers that will guide you in establishing and maintaining the most effective call center operation for your enterprise.

Every customer-facing corporation has at least one call center. In the United States, call centers handle a billion calls per year. Call Center Operation gives you complete coverage of the critical issues involved in the design, implementation, organization, and management of a customer call center. Sharp provides information on advanced technology tools for workforce management, workshop examples for training call center staff, and an analysis of the significance of the call center to overall corporate customer relationship strategies.
A special feature of the book is its focus on call center case studies, describing a number of successful call center strategies and best practices, selected from various business sectors - financial, retail, healthcare, travel, technology, and others. These case studies provide useful guidelines based on successful corporate call centers that will guide you in establishing and maintaining the most effective call center operation for your enterprise.

Key Features

· Presents key concepts and techniques, including a formal development process, in a real-world context
· Provides extensive management guidelines
· Stresses the importance of staff selection and training

· Presents key concepts and techniques, including a formal development process, in a real-world context
· Provides extensive management guidelines
· Stresses the importance of staff selection and training

Details

ISBN

978-1-55558-277-7

Language

English

Published

2003

Copyright

Copyright © 2003 Elsevier Inc. All rights reserved

Imprint

Digital Press

Authors

Duane E. Sharp