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ISBN: 0470677430

ISBN13: 9780470677438

Call Centers for Dummies

Name: Helpful, needs new revision
Item: Call Centers for Dummies
Rating: 4
Author: Thriftbooks.com User

(Part of the Dummies Series)

By Réal Bergevin Afshan Kinder Bruce Simpson, et al.

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Book Overview

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.

Format:Paperback

Language:English

ISBN:0470677430

ISBN13:9780470677438

Release Date:April 2010

Publisher:For Dummies

Length:384 Pages

Weight:1.41 lbs.

Dimensions:0.8" x 7.4" x 9.2"

Related Subjects

Automotive Business Business & Investing Industries & Professions Management & Leadership Transportation

Customer Reviews

5 customer ratings | 5 reviews

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Rated 4 stars
Helpful, needs new revision

By Thriftbooks.com User, November 2, 2009

The world of call centers has changed and this book while helpful, needs to be edited and adjusted for what's happening in the market. Nonetheless this is a solid foundation. There's been a significant shift from the BPO industry away from India and into new markets like the Philippines. There are new technical adjustments and technologies that should be included, such as voip technology, small to medium size solutions...

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Rated 4 stars
Call Center For Dummies

By Thriftbooks.com User, June 20, 2009

The book is very helpful. Just a little over my head since I wasn't familiar with call centers.

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Rated 5 stars
Call Centers for Dummies

By Thriftbooks.com User, November 12, 2008

This is an excellent, comprehensive overview of call centers, including specific metrics to be tracked and measured. Call center locations, set up and on-going operations are also covered.

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Rated 5 stars
Very Helpful

By Thriftbooks.com User, January 7, 2006

I'm a new call center manager and this book did a great job of explaining a lot of the basics. I was even able to share the technology section with my IT department so they could understand how to better support the needs of our department. Plus my staff fought over the book - because the information was in an easy to read/understand format.

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Rated 5 stars
Great overview of the call center operation

By Thriftbooks.com User, July 21, 2005

If you are like me, in business related to call centers, but not really in call center business, this book is the one. After reading it, I got a new level of appreciation for the processes and complexity involved. First part describes business aspect, goals, variables and how they influence goals. That's the part where I said, "It's not as simple as it seems". Next one, on technology, gives you a review of supporting technologies...

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