208 Pages
by
Routledge
208 Pages
by
Routledge
178 Pages
by
Routledge
Also available as eBook on:
'Bottom-Line Call Center Management breaks new ground by addressing key skills and techniques in assessing and implementing effective management practices to maximize the human and capital resources at the call center manager's disposal. Drawing on the author's unique data sets and years of research experience in the industry, 'Bottom-Line Call Center Management' helps call center managers... Read more
Culture and accountability; Location, location, location; Skills and training; Your CSRs?; Pay and benefits; The people and the technology; Labor unions: the good, the bad, and the ugly; Conclusions; Appendices.
Biography
David L. Butler
