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Ever wish you could find out how North America's biggest and most advanced call centers are really using call center technology? Want to know how successful call centers have solved the problems behind basic call center functions such as order handling, h

Ever wish you could find out how North America's biggest and most advanced call centers are really using call center technology? Want to know how successful call centers have solved the problems behind basic call center functions such as order handling, h

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.

Your company needs a call center to be competitive in the 21st century. This book is your guide to the technology, techniques, and trends in today's call centers. The Call Center Dictionary contains all the information you need to: Understand: Your boss,