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Call Center operationdesign, operation, and maintenance /

紀錄類型:	書目-電子資源 : 單行本
正題名/作者:	Call Center operation/ Duane E. Sharp.
其他題名:	design, operation, and maintenance /
作者:	Sharp, Duane E.
出版者:	Amsterdam ;Digital Press,c2003.
面頁冊數:	xiii, 303 p. :ill. ;24 cm.
主題:	Call centers - Management. -
電子資源:	An electronic book accessible through the World Wide Web; click for information
電子資源:	An electronic book accessible through the World Wide Web; click for information
国際標準図書番号 (ISBN):	9780080490618 (electronic bk.)
国際標準図書番号 (ISBN):	0080490611 (electronic bk.)
国際標準図書番号 (ISBN):	9781555582777 (paper)
国際標準図書番号 (ISBN):	155558277X (paper)

Call Center operationdesign, operation, and maintenance /
Sharp, Duane E.

Call Center operationdesign, operation, and maintenance /[electronic resource] :Duane E. Sharp. - Amsterdam ;Digital Press,c2003. - xiii, 303 p. :ill. ;24 cm.

Includes bibliographical references (p. 283-285) and index.

Introduction to call centers -- Call center technology -- Organizing and managing the call center -- Selecting and training call center staff -- Call center case studies -- Building customer relationships with call centers.

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 relationship strategies. A special feature of the book is its focus on call center case studies, describing a number of successful call center strategies and best practices, selected from various business sectors - financial, retail, healthcare, travel, technology, and others. These case studies provide useful guidelines based on successful corporate call centers that will guide you in establishing and maintaining the most effective call center operation for your enterprise. Presents key concepts and techniques, including a formal development process, in a real-world context Provides extensive management guidelines Stresses the importance of staff selection and training.

Electronic reproduction.
Amsterdam :
Elsevier Science & Technology,
2007.

Mode of access: World Wide Web.

ISBN: 9780080490618 (electronic bk.)Subjects--Topical Terms:

159288
Call centers
--Management.Index Terms--Genre/Form:

172687
Electronic books.

LC Class. No.: HE8788 / .S53 2003eb

Dewey Class. No.: 658.8/12

Call Center operationdesign, operation, and maintenance /
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300 $a xiii, 303 p. : $b ill. ; $c 24 cm.
504 $a Includes bibliographical references (p. 283-285) and index.
505 0 $a Introduction to call centers -- Call center technology -- Organizing and managing the call center -- Selecting and training call center staff -- Call center case studies -- Building customer relationships with call centers.
520 $a 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 relationship strategies. A special feature of the book is its focus on call center case studies, describing a number of successful call center strategies and best practices, selected from various business sectors - financial, retail, healthcare, travel, technology, and others. These case studies provide useful guidelines based on successful corporate call centers that will guide you in establishing and maintaining the most effective call center operation for your enterprise. Presents key concepts and techniques, including a formal development process, in a real-world context Provides extensive management guidelines Stresses the importance of staff selection and training.
533 $a Electronic reproduction. $b Amsterdam : $c Elsevier Science & Technology, $d 2007. $n Mode of access: World Wide Web. $n System requirements: Web browser. $n Title from title screen (viewed on Aug. 2, 2007). $n Access may be restricted to users at subscribing institutions.
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