Call Centers For Dummies, 2nd Edition (0470677430) cover image

Call Centers For Dummies, 2nd Edition

ISBN: 978-0-470-67743-8
Paperback
384 pages
April 2010
US $24.99 Add to Cart
Other Available Formats: E-book
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.

With the latest edition of Call Centers For Dummies, managers will have an improved arsenal of techniques to boost their center's bottom line.