The Call Center Dictionary: The Complete Guide to Call Center and Customer Support Technology Solutions

ISBN-13: 9781578200955 / Angielski / Miękka / 2002 / 232 str.

Madeline Bodin; Keith Dawson; Keith Dawson

Opis

The Call Center Dictionary: The Complete Guide to Call Center & Customer Support Technology Solutions provides clear definitions of call center acronyms, terms, and technology. Key topics in this expanded and updated third edition include telemarketing, customer service, voice processing, switches, software, training, CRM, and call center management. It includes charts and checklists that provide invaluable guidance for planning and managing call center operations.

O autorze

Madeline Bodin has been writing about call centers for over 10 years. She is a former editor of Call Center Magazine. Her books have been translated into several languages and are read around the globe. Her most recent book is Maximizing Call Center Performance. Keith Dawson is one of the world's foremost authorities on call centers. He is currently Senior Editor at CommWeb and was founder of Call Center News Service, which is the industry's premier online source for industry information and analysis, an independent online source for industry information. He is also author of 'Call Center Savvy' and 'Call Center Handbook'.