Год выпуска: 2010 Автор: Real Bergevin, Afshan Kinder, Winston Siegel, Bruce Simpson Издательство: John Wiley and Sons, Ltd Страниц: 384 ISBN: 978-0-470-67743-8
Описание
The call center industry is one of the world's most rapidly growing and fastest changing. For call center managers or anyone who just wants the inside scoop on this exciting field, this guide is a must-read. Loaded with best practices from the most successful call centers around the world, "Call Centers for Dummies" covers everything you need to know, whether you're just setting up shop or looking to improve your operations. Start from the ground up - investigate where to locate and how to build a call center, understand the roles and responsibilities in a call center team, and consider the outsourcing option. Call center business basics - create a successful call center business model, determine achievable goals, and measure your center's progress through business drivers. Ensure proper resource management - discover how to always have the right staff levels - including home agents - through forecasting and scheduling. Gain...
