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 practical advice and is filled with over 100 charts and graphs, several case studies and an extensive glossary and index.
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With more and more companies recognizing the impact a well-run call center has on competitiveness and customer retention, it's no wonder that incoming call center management has become one of the fastest growing professions in North America. It has also become one of the most complex to understand. Brad Cleveland, a well-known consultant on call center management, and Julia Mayben, a writer for Service Level Newsletter, have compiled one of the best books available to help managers succeed in today's increasingly complicated call center environment. The book has been incorporated into college and corporate training programs in over 15 countries.About the Author:
Brad Cleveland is perhaps the best-known name on the call center industry speaking circuit and has taught seminars on call center management throughout North America, Europe and the Pacific Rim. He is president of Incoming Calls Management Institute(ICMI), based in Annapolis, Md.
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Descripción Call Center Press, 1999. Paperback. Estado de conservación: New. book. Nº de ref. de la librería M0965909301
Descripción Call Center Press, 1999. Paperback. Estado de conservación: New. Never used!. Nº de ref. de la librería P110965909301
Descripción Call Center Press. PAPERBACK. Estado de conservación: New. 0965909301 New Condition. Nº de ref. de la librería NEW7.0538009