Call Centers for Dummies

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9780470677438: Call Centers for Dummies
From the Publisher:

This title presents the fast and easy way to improve call center management and response. Are you a call center professional seeking trusted and practical advice for improving your results and positively affecting your company's bottom line? Now updated with coverage of the latest technological advancements and developments in the field, "Call Centers For Dummies, 2nd Edition" is the ultimate call center reference guide. With new tools and tactics specifically designed for call center managers, "Call Centers For Dummies, 2nd Edition" helps put value on customer relations efforts undertaken in call centers and shows you how to implement new strategies for continual improvement and superior customer service. Features new to this edition include: guidance on determining whether outsourcing is a cost-efficient option for your company; coverage of new technologies that help cut costs; and, a look at how today's call centers can benefit from empowering their agents. Like any tech-driven industry, call centers are facing rapid change. With "Call Centers For Dummies, 2nd Edition", you can be sure you're getting the most up-to-date, easy-to-follow coverage of this advancing field.

About the Author:

Real Bergevin is executive vice president of Transcom Worldwide. Afshan Kinder, Winston Siegel, and Bruce Simpson are partners in SwitchGear Consulting, a company specializing in call centers and change management. SwitchGear's clients include companies such as Scotiabank, TELUS, and Ceridian.

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1.

Bergevin, Real; Kinder, Afshan; Siegel, Winston
Editorial: Wiley, Canada (2010)
ISBN 10: 0470677430 ISBN 13: 9780470677438
Nuevos Paperback Cantidad: 10
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The Book Depository
(London, Reino Unido)
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Descripción Wiley, Canada, 2010. Paperback. Estado de conservación: New. 2nd ed.. 231 x 185 mm. Language: English . Brand New Book. 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. Nº de ref. de la librería AAH9780470677438

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2.

Bergevin, Real; Kinder, Afshan; Siegel, Winston
Editorial: Wiley, Canada (2010)
ISBN 10: 0470677430 ISBN 13: 9780470677438
Nuevos Paperback Cantidad: 10
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The Book Depository US
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Descripción Wiley, Canada, 2010. Paperback. Estado de conservación: New. 2nd ed.. 231 x 185 mm. Language: English . Brand New Book. 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. Nº de ref. de la librería AAH9780470677438

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Bergevin, Real; Kinder, Afshan; Siegel, Winston
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ISBN 10: 0470677430 ISBN 13: 9780470677438
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Descripción John Wiley and Sons Ltd, 2010. Estado de conservación: New. 2010. 2nd Edition. Paperback. With coverage of the various technological advancements and developments in the field of call centers, this guide helps put value on customer relations efforts undertaken in call centers and shows you how to implement different strategies for continual improvement and superior customer service. Num Pages: 408 pages, illustrations. BIC Classification: KJ. Category: (P) Professional & Vocational. Dimension: 234 x 189 x 22. Weight in Grams: 524. . . . . . . Nº de ref. de la librería V9780470677438

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ISBN 10: 0470677430 ISBN 13: 9780470677438
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Descripción John Wiley and#38; Sons, 2010. PAP. Estado de conservación: New. New Book. Shipped from UK in 4 to 14 days. Established seller since 2000. Nº de ref. de la librería FW-9780470677438

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Bergevin, Real; Kinder, Afshan; Siegel, Winston
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Descripción John Wiley and Sons Ltd. Estado de conservación: New. 2010. 2nd Edition. Paperback. With coverage of the various technological advancements and developments in the field of call centers, this guide helps put value on customer relations efforts undertaken in call centers and shows you how to implement different strategies for continual improvement and superior customer service. Num Pages: 408 pages, illustrations. BIC Classification: KJ. Category: (P) Professional & Vocational. Dimension: 234 x 189 x 22. Weight in Grams: 524. . . . . . Books ship from the US and Ireland. Nº de ref. de la librería V9780470677438

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Bergevin, Real; Kinder, Afshan; Siegel, Winston
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Descripción John Wiley & Sons, 2010. Paperback. Estado de conservación: New. Brand New Book. Shipping: Once your order has been confirmed and payment received, your order will then be processed. The book will be located by our staff, packaged and despatched to you as quickly as possible. From time to time, items get mislaid en route. If your item fails to arrive, please contact us first. We will endeavour to trace the item for you and where necessary, replace or refund the item. Please do not leave negative feedback without contacting us first. All orders will be dispatched within two working days. If you have any quesions please contact us. Nº de ref. de la librería V9780470677438

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Descripción Paperback. Estado de conservación: New. Not Signed; With coverage of the various technological advancements and developments in the field of call centers, this guide helps put value on customer relations efforts undertaken in call centers and shows you how to implement different strategies for continual improvement and superior customer service. book. Nº de ref. de la librería ria9780470677438_rkm

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Descripción John Wiley and Sons Ltd 2010-06-04, Chichester, 2010. paperback. Estado de conservación: New. Nº de ref. de la librería 9780470677438

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Descripción John Wiley and Sons Inc, 2010. PAP. Estado de conservación: New. New Book. Shipped from US within 10 to 14 business days. Established seller since 2000. Nº de ref. de la librería KS-9780470677438

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