Call Center Operation: Design, Operation and Maintenance

ISBN: 155558277X

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ISBN: 155558277X
Title: Call Center Operation: Design, Operation and Maintenance
Author: Duane Sharp
Publisher: Digital Press
Publication Date: 2003-03-14
Number Of Pages: 352 | 3,4 Mb

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 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 the 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

Credit goes to mysterio

http://www.ftp2share.com/file/12026/ebc_155558277x.chm.html

    Thanks for sharing and mirroring.

    anybody has this book in pdf? i can't read anything in the book. Thanks

    Re: Call Center Operation: Design, Operation and Maintenance, CHM file
Posted by vsu2all | Date :: Dec 27, 2006 09:55:00

Downloaded this file and found page contents missing.
I really wanted to read this book so I downloaded several file repair programs none of them could repair CHM files, I then downloaded several ��CHM Help authoring tools�� software hoping to repair or re-compile the CHM file �C to no avail.
Then I finally found the problem �C Windows XP !!!
To solve the problem:
Rt-Click the CHM file, Click onto ��Properties��, select the ��General tab��, then Click the ��Unblock�� button (located lower-right) That��s it!!
Now, double Click to open the CHM file �C All page contents will be displayed.

Hopefully Windows Vista will be less confusing.

Thanks Avaxhome for great site

    Thanks

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