This is the only book available today that provides a very readable, step-by-step guide for managing an incoming call center. The book combines theory with practical advice and is filled with over 100 charts and graphs, several case studies and an extensive glossary and index. Readers will learn how to: achieve service level with quality in an era of more transactions, growing complexity and heightened caller expectations; understand the qhowq behind best practices; boost caller satisfaction; win top management's support; and discover what separates a good call center from a great one.Succeeding in Todaya#39;s Dynamic Inbound Environment Brad Cleveland, Julia Mayben ... Also referred to as customer service representative (CSR), telephone sales or service representative (TSR), rep, associate, consultant, engineer, operator, anbsp;...
|Title||:||Call Center Management on Fast Forward|
|Author||:||Brad Cleveland, Julia Mayben|
|Publisher||:||ICMI Inc. - 1997-01-01|