[share_ebook] Call Center Operation: Design, Operation, and Maintenance

Description

This book describes the evolution of the call center, analyzes the technologies that have contributed to its growth, and describes the technology tools available. It also provides guidelines for the development and implementation of a call center as well as the management of the facility, and it strongly emphasizes the human factors that can make a call center a successful operation. This book also describes how call centers benefit businesses, how closely these facilities are related to the corporation's overall CRM strategy, and how technology and changing business trends are reshaping the workplace. These trends have resulted in more horizontal organizations, high-performance workgroups, empowered employees, and, in general, the ability of staff members to do more with less.

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