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Call Center Operation: Design, Operation, and Maintenance Sharp, Duane (President, SharpTech Associates, Toronto, Canada)
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Call Center Operation: Design, Operation, and Maintenance
Sharp, Duane (President, SharpTech Associates, Toronto, Canada)
In the US, call centers handle a billion calls per year. This book gives you the coverage of critical issues involved in the design, implementation, organization, and management of a customer call center. It presents key concepts and techniques, including a formal development process, and, stresses the importance of staff selection and training.
318 pages, black & white illustrations
| Medios de comunicación | Libros Paperback Book (Libro con tapa blanda y lomo encolado) |
| Publicado | 14 de abril de 2003 |
| ISBN13 | 9781555582777 |
| Editores | Elsevier Science & Technology |
| Páginas | 320 |
| Dimensiones | 179 × 236 × 16 mm · 539 g |
| Lengua | Inglés |
