Description
The Call Center Handbook is a comprehensive guide to running a successful call center. It covers everything from technology to employee management. It is an essential resource for call center managers.
Need to know how to buy a switch? How to measure the productivity of agents? How to choose from two cities that both want your center? No problem. The Call Center Handbook explains it all. From technology primers to details about choosing and using specific products, the handbook is an indispensible guide for the call center manager. Tips about what works, and what doesn't. Checklists and worksheets. Help with operational problems, like managing people and technology. It's all in this book. Including info on switches, IVR, voice processing, call center peripherals, software, long distance and toll free services, outsourcing, agent training, monitoring, benchmarking, the Internet, disaster prevention and advanced call center networking. And that just scratches the surface.
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