The Call Center Handbook: The Complete Guide to Starting, Running, and Improving Your Call Center (CMP Telecom & Networks) Ebooks, PDF, ePub

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The Call Center Handbook: The Complete Guide to Starting ~ The Call Center Handbook: The Complete Guide to Starting, Running, and Improving Your Call Center [Dawson, Keith] on . *FREE* shipping on qualifying offers. The Call Center Handbook: The Complete Guide to Starting, Running, and Improving Your Call Center

Call Center Handbook by Keith Dawson ~ Overview. While many call center guides take a soup-to-nuts approach to help desk issues, this edition stands out from the crowd. Keith Dawson's Call Center Handbook presents the most comprehensive coverage of call center technology that we've seen yet. Just glance through the table of contents and you'll see what we mean: skill-based routing, ACD's, the Web, speech recognition, CRM tools .

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Organizing and Managing the Call Center ~ call centers, estimated to be between 3 and 4 million, in North America alone. From a labor market perspective, the industry is not saturated, since the growth of call centers outpaces the supply of employees. Historically, the industry has had a difficult time attracting a steady supply of qualified workers.

An Approach to Internet-Based Virtual Call Center ~ K. Dawson, Call Center Handbook: The Complete Guide to Starting, Running and Improving Your Call Center, CMP Books, ISBN: 1578200474, 1999. Google Scholar

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