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.
Payez facilement par carte, Klarna, Apple Pay ou Google Pay. Pas satisfait ? Vous avez toujours une garantie de remboursement de 14 jours. En savoir plus dans nos conditions. Si vous avez des questions, envoyez-nous un e-mail à hello@memmo.org.
Memmo facilite tes études, où que tu sois dans le monde. On rassemble tes manuels de cours et des outils d'étude intelligents au même endroit : résumés, quiz, podcasts et flashcards. Et il y a Ted, ton compagnon d'étude qui répond à toutes tes questions. Plus de 50 000 étudiants étudient déjà ici – conçu pour t'aider à apprendre plus vite et à moins stresser.