Call Center Operation: Design, Operation, and Maintenance

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Call Center Operation: Design, Operation, and Maintenance - Sharp, Duane
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Every customer-facing corporation has at least one call center. In the United States, call centers handle a billion calls per year. Call Center Operation gives you complete coverage of the critical issues involved in the design, implementation, organization, and management of a customer call center. Sharp provides information on advanced technology tools for workforce management, workshop examples for training call center staff, and an analysis of the significance of the call center to overall corporate customer ...

Call Center Operation: Design, Operation, and Maintenance 2003, Digital Press, Amsterdam, Netherlands

ISBN-13: 9781555582777

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