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Call Centers For Dummies 2Nd Edition 9780470677438书籍详细信息
- ISBN：9780470677438
- 作者：暂无作者
- 出版社：暂无出版社
- 出版时间：2010-06
- 页数：366
- 价格：170.60
- 纸张：胶版纸
- 装帧：平装
- 开本：16开
- 语言：未知
- 丛书：暂无丛书
- TAG：暂无
- 豆瓣评分：暂无豆瓣评分
内容简介：
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.
书籍目录：
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作者介绍：
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.
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