The call center handbook, (5th Ed.)
Langue : Anglais
Auteur : DAWSON Keith
This comprehensive book is a complete guide to starting, running, and improving a call center. The book covers everything from choosing the best site, to purchasing equipment and software suited to specific needs, monitoring agents, and measuring their productivity. The reader learns how to choose and use key products, it demonstrates which techniques and products work, and which do not. It guides the reader through operational problems such as managing people and technology.
Date de parution : 12-2003
Ouvrage de 358 p.
22.9x15.2 cm
Thèmes de The call center handbook, :
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