Call Center Operation: Design, Operation, and Maintenance

Here's a handy book for advice on managing your call center operations. The author is an electronics engineer and consultant with over thirty years of experience in the IT sector. Using real-life case studies from, among others, the financial, automotive, technology, and retail industries, Sharp highlights key issues and potential problems in setting up a well-run facility. Chapters focus on specific call center technology, organizing and managing the center, and selecting and training staff. He also explores how advanced technology tools such as computer telephony integration and automatic call distribution can be used to improve and maintain successful customer relationships. Helpful appendices include a comprehensive glossary and list of vendor resources for products and services.