Designing the Best Call Center for Your Business examines all key aspects of opening and expanding a live agent call center, with in-depth coverage on facilitie

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

Need to know how to buy a phone switch for your call center? How to measure the productivity of agents? How to choose from two cities that both want your center

This is the only book available today that provides a very readable, step-by-step guide for managing an incoming call center. The book combines theory with prac

Unlock Your Call Centre shows you how to replace frustrating questions with real security that dramatically improves caller experience and boosts your bottom li