Call Centers for Dummies
ISBN: 0470677430
EAN13: 9780470677438
Language: English
Publication Date: May 3, 2010
Pages: 384
Dimensions: 1" H x 9.1" L x 7.3" W
Weight: 1.25 lbs.
Format: Paperback
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Book Overview

Learn to:

  • Locate, design, and build a call center
  • Measure productivity and quality and set appropriate goals
  • Gain efficiency through scheduling and technology
  • Build and retain high-performance teams

Your friendly guide to profitable call center management

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 efficiency through technology -- see how advances in Read More chevron_right

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