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Call Center Operation: Design, Operation and Maintenance

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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 the 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 this 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
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Big C++
Big C++
This book provides a traditional introduction to computer science, focusing on program development and effective use of the C++ programming language. It is suitable for motivated beginners as well as students with prior programming experience. The book can be used in a variety of settings, such as an introductory computer science...
Mathematical Tools for the Study of the Incompressible Navier-Stokes Equations and Related Models (Applied Mathematical Sciences)
Mathematical Tools for the Study of the Incompressible Navier-Stokes Equations and Related Models (Applied Mathematical Sciences)

The objective of this self-contained book is two-fold. First, the reader is introduced  to the modelling and  mathematical analysis used in fluid mechanics, especially concerning the Navier-Stokes equations which is the basic model for the flow of incompressible viscous fluids. Authors introduce mathematical tools so that the reader...

The Greek Wars: The Failure of Persia
The Greek Wars: The Failure of Persia
THE viewpoint of this book is no longer novel, and the concerns of scholars are different from what they were over four decades ago when I began to lecture on Xenophon and on the Persian Wars. One must salute above all Pierre Briant, but also Amelie Kuhrt and the late Heleen Sancisi-Weerdenburg, to whom all students are much beholden not only for...

The Agile Pocket Guide: A Quick Start to Making Your Business Agile Using Scrum and Beyond
The Agile Pocket Guide: A Quick Start to Making Your Business Agile Using Scrum and Beyond

The Agile Pocket Guide explains how to develop products, services, and software quickly and efficiently, without losing the main components of the framework so effective in streamlining the creating of these products and for making positive change within a company. It includes

  • The basic tennets of the Scrum...
Jump Start PHP
Jump Start PHP

Get a Jump Start on PHP today!

PHP is a key server-side technology in web development, enabling you to quickly and simply develop interactive, usable and engaging websites and applications.

In just one weekend with this SitePoint book, you'll learn how to:

  • Install all of the...
Writing Add-ins for Visual Studio .NET
Writing Add-ins for Visual Studio .NET

Visual Studio .NET is the most extensible development environment Microsoft has released to date. Organizations create add-ins for many purposes: to speed common tasks, to ease code reuse within an organization, and to enforce rules and consistency among developers. Effective use of add-ins can dramatically improve developer efficiency and...

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