4th Edition

The Call Center Handbook
The Complete Guide to Starting, Running, and Improving Your Call Center




ISBN 9781578203055
Published November 20, 2003 by CRC Press
283 Pages

USD $56.95

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Book Description

Need to know how to buy a phone switch for your call center? How to measure the productivity of agents? How to choose from two cities that both want your center? No problem. The Call Center Handbook is a complete guide to starting, running, and im

Author(s)

Biography

Keith Dawson is one of the world's foremost authorities on call centers. He is currently senior editor for CommWeb and was founder of Call Center News Service, the industry's premier online source for information and independent analysis. He is also author of Call Center Savvy and co-author of Call Center Dictionary.