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This is an authoritative guide to the essentials of establishing and operating an efficient call centre. It covers the full range of topics including buying the right equipment and software, monitoring agents, measuring productivity and enhancing customer relationships. It explains how to run an innovative centre effectively, including the successful use of interactive voice response, fax-on-demand, e-mail and web sites.
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The Call Center Handbook, Keith Dawson
- Language
- Released
- 1999
- Binding
- (Paperback)
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- Title
- The Call Center Handbook
- Language
- English
- Authors
- Keith Dawson
- Publisher
- Telecom Books
- Released
- 1999
- Format
- Paperback
- Pages
- 325
- ISBN10
- 1578200474
- ISBN13
- 9781578200474
- Series
- Categories
- Tags
- World Literature, Business
- Description
- This is an authoritative guide to the essentials of establishing and operating an efficient call centre. It covers the full range of topics including buying the right equipment and software, monitoring agents, measuring productivity and enhancing customer relationships. It explains how to run an innovative centre effectively, including the successful use of interactive voice response, fax-on-demand, e-mail and web sites.