The Call Center Handbook

The way Keith Dawson handles the materials is well-written and concise. He does not waste much time going into more than just a couple real-world applications for the technologies he is explaining, but he does set your mind spinning about how they can be used to suit your needs. The information on VoIP and IP Telephony are a little dated and an updated edition would obviously expand a lot on those technologies (which were just emerging when the book was written but have become very popular in the industry now). Not only does he discuss what technologies are available (like AVR, IP-PBX, Recording, Call Queuing, etc.), he goes into a brief discription of the more traditional PBX system, if only to point out their flaws compared to today's newer technology but not failing to point out their merits as well. A good book for someone who is just beginning to integrate themselves in the field and the tech.

Chances are that you already have this book in your IT library. But, you probably don't have the 5th edition of the book. Author Keith Dawson has done an outstanding job of presenting the complete guide to starting, running and improving your call center. Dawson begins by showing you his Six-Stage Model of Call Center Development, which is has to do with the way the call center interacts with the rest of the company. Next, the author discusses how you are going to have to find a place or location for your call center. Then, he covers some of the important factors that go into a call center successful design. Dawson next discusses how you have to be very careful in choosing the toll free and long distance services for your call center, because they will be very expensive. Next, the author also covers the automatic call distributor, which routes calls and manages information with respect to those calls. Then, he examines predictive dialing systems, which automate the entire outdialing process, with the computer choosing the person to be called and dialing the number. In addition, Dawson then examines the pros and cons of computer telephone integration. Next, the author looks at interactive voice response, which always captures information in an accurate manner. Then, he researches speech recognition system technology as an autoselector tool for the call center. Dawson continues on by exploring the Web as a tool to automate all of the call center functions without human interaction. Next, the author discusses some of the interesting new tools available, including CRM and the new theories of multichannel access for customer contact. Then, he gives some very serious thought about putting a video in your call center. Dawson then discusses that the best way to route a call to the agent most capable of handling that specific call, is routing based on an agent's skill or combination of skills, like language, training, experience, or any mix of those and other factors. Then, the author explains the importance of customer relationship management (CRM). Next, he shows you why order processing systems give you power over your inventory and pricing. Dawson next reminds you why display boards and readerboards are a stable versatile technology, and an inexpensive way to quickly improve call center performance. The author also explains why headsets are a key ingredient in every call center. Next, he discusses the on-hold messaging queue. Dawson also explains the importance of workforce management software, and how it is the art and science of having the right number of agents at the right times, in their seats, to answer an accurately forecasted volume of incoming calls at the service level you desire. Then, the author continues on by explaining why monitoring is a critical part of the process of teaching anew rep how to deal with customers, how to handle difficult situations, even simply how to follow a script and read a screen full of complex information. Fin

This is a definite Must Read for any Call Center professional! All those questions about what system/technology does what and how are answered in one fact-based publication. If you want to avoid the headache of time-consuming hunts through web-sites and talking with marketing reps to learn which product works best for your company, this book is for you. If you are looking for a bubble-gum view of call center management, don't read this book because you just might learn the truth! By the way, get a Call Center Magazine subscription to continue the information flow started by reading this book.

Keith Dawson has written the seminal book on Call Center technology. Using spare, uncluttered language to illustrate otherwise complex ideas (rare in books about IT), he provides a comprehensive overview of the most rapidly growing facet of the global economy. I refer to the CALL CENTER HANDBOOK all the time and eagerly await the updated edition. Dawson knows his material (subscribe to his newsletter and you'll see what I mean), and masterfully distills his knowledge in an easily read, step-by-step format. The CALL CENTER HANDBOOK should be included in every IT library. A must-read!!

Keith Dawson was the editor of Call Center magazine for many years, and this book is still the best single-volume collection of information about call centers (or "contact centers" as they are also called). Dawson will never bore you with needless verbiage, instead always getting straight to the point. Call centers are a tricky combination of technology and people management, and this book will allow you to get a handle on the many aspects of call centers. A fine work by the field's greatest expert. -- Richard Grigonis, Chief Technical Editor, Computer Telephony Magazine