The Call Center Dictionary: The Complete Guide to Call Center and Help Desk Technology and Operations

At the moment, I do not know a long-term course training call center resources specialist, and people doing this job usually come from other field. The book is full of useful hints to help people with a good, but general, background in connecting it to the reality of call centers and every day activities in CRM. As usual for this kind of books, it is not a detailed reference, but I found in it satisfying answers to many doubts arised about the correct use of words and acronyms.

This is a terrific book that explains most of the current Call Center terminology in plain everyday language. The book does not just define a term, in many cases it goes into a brief history and provides concise explanations of how the technology works.This is a good book for the expert and the beginner. Considering how quickly the Call Center technology is changing, Ms Bodin did a great job in including most of the recent changes.There are a few problems. The book could have been better proof-read. I found several spelling and grammatical errors. I also found a few glaring omissions, for example Readerboard, the Web (though she did have the Internet), and DS1 interface cards. The Readerboard was particularly upsetting since she referred to it in her discussion of ACDs, but then failed to include it in the dictionary.