Call Center Operation: Design, Operation, and Maintenance

by Duane Sharp

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.

· 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

320 pages, Paperback

First published March 14, 2003

Reviews

[KlarkKent · Rating 5 out of 5]

For years, I assumed the only way to improve service quality was to hire more people. But that solution always hit budget limits. Then I discovered https://artdaily.com/news/184572/Top-... , and it explained how AI could complement human agents rather than replace them. Once I understood that balance, it became clear why so many companies see faster growth by integrating smart tools into their customer service.

[Armand · Rating 2 out of 5]

Not that intensively written. Just a General view of a typical Call center organization without going into fine details.