Book description
Tips on making your call center a genuine profit center
In North America, call centers are a billion business, employing 4
million people. For managers in charge of a call center operation,
this practical, user-friendly guide outlines how to improve results
measurably, following its principles of revenue generation,
efficiency, and customer satisfaction. In addition, this new edition
addresses many industry changes, such as the new technology that's
transforming today's call center and the location-neutral call center.
It also helps readers determine whether it's cost-efficient to
outsource operations and looks at the changing role and requirements
of agents.
- The ultimate call center guide, now revised and updated
- The authors have helped over 60 companies improve the efficiency
and effectiveness of their call center operations
- Offers comprehensive guidance for call centers of all sizes,
from 20-person operations to multinational businesses
With the latest edition of Call Centers For Dummies, managers
will have an improved arsenal of techniques to boost their center's
bottom line.
Réal Bergevin is executive vice president of
Transcom Worldwide. Afshan Kinder, Winston Siegel, and Bruce Simpson
are partners in SwitchGear Consulting, a company specializing in call
centers and change management. SwitchGear's clients include companies
such as Scotiabank, TELUS, and Ceridian.
