Call Center Handbook

Need to know how to buy a phone switch for your call center? How to measure the productivity of agents? How to choose from two cities that both want your center? No problem. The Call Center Handbook is a complete guide to starting running and improving your call center. It explains it all: everything that goes into the connection between a company and its customers. From technology primers to details about choosing and using specific products this handbook is an indispensible guide for the call center manager. Tips for what works and what doesn’t. Help with operational problems like managing people and technology for without tools call centers fail to thrive. Includes information on switches IVR voice processing call center peripherals soft- ware long distance and toll-free services outsourcing agent training monitoring the internet and disaster prevention.