Designing the Best Call Center for Your Business

2. Auflage 2005
ISBN: 978-1-57820-313-0
Verlag: CRC Press

Buch, Englisch, 300 Seiten, Format (B × H): 152 mm x 229 mm, Gewicht: 558 g

Designing the Best Call Center for Your Business examines all key aspects of opening and expanding a live agent call center, with in-depth coverage on facilities and workstation design; site selection, including communications and power backups.

Zielgruppe

Professional Practice & Development

Autoren/Hrsg.

Read, Brendan B.

Read, Brendan

Fachgebiete

• Wirtschaftswissenschaften Betriebswirtschaft Bereichsspezifisches Management Kundenbeziehungsmanagement, Kundenpflege

Inhaltsverzeichnis

Preface Chapter 1: What Are Call Centres? Chapter 2: Call Center Downsides Chapter 3 Planning a Call Center Chapter 4: Self-Service Chapter 5: Home Working Chapter 6: Outsourcing Enabling Offshoring and Nearshoring Chapter 7: Site Selection Chapter 8: Onshoring, Nearshoring. and Offshoring Chapter 9: Serving Hispanics Chapter 10: Foreign Markets Chapter 11: Property Recruiting Channels Chapter 12: Design, Chapter 14: Training Chapter 13: Staffing your Call Centre Chapter 15: Management Ergonomics, and Security Chapter 16: Resource s Guide

Über Autor(innen)

Brendan B. Read is a business editor, writer and consultant who writes about site selection, real estate, facilities, staffing, training, outsourcing and home working. Brendan served for many years as services editor of Call Center magazine. A frequent speaker at at industry conferences, he is the author of Home Workplace and co-author of The Complete Guide to Customer Support.