Bottom-Line Call Center Management

ISBN-13: 9780750676847 / Angielski / Miękka / 2003 / 178 str.

David L. Butler

Opis

Addresses key skills and techniques in assessing and implementing effective management practices to maximize the human and capital resources at the call center manager's disposal. This work helps call center managers evaluate their status, implement cost-effective changes, and measure results of their changes.

Spis treści

Culture and accountability; Location, location, location; Skills and training; Your CSRs?; Pay and benefits; The people and the technology; Labor unions: the good, the bad, and the ugly; Conclusions; Appendices.

O autorze

David L. Butler