by Keith Dawson · CMP · tapa blanda · ISBN 9781578203055
VAT included
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«The Call Center Handbook» is Keith Dawson's guide to creating, running, and improving a call center, published by CMP in paperback (280 pages).
The book explains step by step how to set up and manage a call center: from choosing the telephone switchboard and measuring agent productivity to deciding on location, with attention to customer service, economic and technological aspects, and human-computer interaction in the enterprise.
Fifth edition, published in November 2003, in English.
Aimed at call center managers and readers interested in business management, technology, and customer service.
