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Call Centers for Dummies
Tips on making your call center a genuine profit centerIn North America, call centers are a $13 billion business, employing 4 million people. For managers in charge of a call center operation, this practical, user-friendly guide outlines how to improve results measurably, following its principles of revenue generation, efficiency, and customer satisfaction. In addition, th ...more
ebook, 384 pages
Published March 25th 2010 by For Dummies
(first published May 18th 2005)
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A great overview of the philosophies of call centre management, thoroughly updated and revised from the original edition. Although I had the opportunity to contribute to the original, it was a great experience to serve as the Technical Editor on this edition.
Jan 04, 2011 JoPaul rated it really liked it · review of another edition
You'll learn easily and quickly with this guide. It aids you in the management, selection of applications, and the technical aspects. More than that, it is really interesting to read!