The Call Center Handbook 4 Ed: The Complete Guide to Starting, Running, and Improving Your Customer Contact Center

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

This book covers the gamut from buying the right equipment and software to monitoring agents, measuring their productivity, enhancing customer relationships and running an innovative and efficient center. It includes use of fax-on-demand, interactive voice response, email and Web sites.