Call Centers For Dummies 2Nd Edition 9780470677438 rb kindle 网盘 umd 极速 下载 pdf mobi

　　The fast and easy way to improve call center management and

response.

Are you a call center professional seeking trusted and practical

advice for improving your results and positively affecting your

company's bottom line? Now updated with coverage of the latest

technological advancements and developments in the field, Call

Centers For Dummies, 2nd Edition is the ultimate call center

reference guide.

With new tools and tactics specifically designed for call center

managers, Call Centers For Dummies, 2nd Edition helps put value on

customer relations efforts undertaken in call centers and shows you

how to implement new strategies for continual improvement and

superior customer service. Features new to this edition

include:

Guidance on determining whether outsourcing is a cost-efficient

option for your company Coverage of new technologies that help cut

costs A look at how today's call centers can benefit from

empowering their agents;

Like any tech-driven industry, call centers are facing rapid

change. With Call Centers For Dummies, 2nd Edition, you can be sure

you're getting the most up-to-date, easy-to-follow coverage of this

advancing field.

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　　Real Bergevin is executive vice president of Transcom

Worldwide. Afshan Kinder, Winston Siegel, and Bruce Simpson are

partners in SwitchGear Consulting, a company specializing in call

centers and change management. SwitchGear's clients include

companies such as Scotiabank, TELUS, and Ceridian.

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书籍介绍

Tips on making your call center a genuine profit center In North America, call centers are a $13 billion business, employing 4 million people. For managers in charge of a call center operation, this practical, user-friendly guide outlines how to improve results measurably, following its principles of revenue generation, efficiency, and customer satisfaction. In addition, this new edition addresses many industry changes, such as the new technology that's transforming today's call center and the location-neutral call center. It also helps readers determine whether it's cost-efficient to outsource operations and looks at the changing role and requirements of agents. The ultimate call center guide, now revised and updated The authors have helped over 60 companies improve the efficiency and effectiveness of their call center operations Offers comprehensive guidance for call centers of all sizes, from 20-person operations to multinational businesses With the latest edition of Call Centers For Dummies , managers will have an improved arsenal of techniques to boost their center's bottom line.