Call Center Operation

Design, Operation, and Maintenance

By: Duane Sharp

Write A Review

Paperback | 14 April 2003

At a Glance

Paperback
320 Pages

Dimensions(cm)
24.13 x 18.42 x 1.91

Paperback

RRP $104.95

$95.75

or 4 interest-free payments of $23.94 with

or

Ships in 5 to 7 business days

Every customer-facing corporation has at least one call center. In the United States, call centers handle a billion calls per year. Call Center Operation gives you complete coverage of the critical issues involved in the design, implementation, organization, and management of a customer call center. Sharp provides information on advanced technology tools for workforce management, workshop examples for training call center staff, and an analysis of the significance of the call center to overall corporate customer relationship strategies.
A special feature of the book is its focus on call center case studies, describing a number of successful call center strategies and best practices, selected from various business sectors - financial, retail, healthcare, travel, technology, and others. These case studies provide useful guidelines based on successful corporate call centers that will guide you in establishing and maintaining the most effective call center operation for your enterprise.

· Presents key concepts and techniques, including a formal development process, in a real-world context
· Provides extensive management guidelines
· Stresses the importance of staff selection and training

Industry Reviews

"This book is educational, easy to understand, and not only a must for call center managers, but it will help CSRs understand the significant role they play in the overall operation of a call center, and in their organization's CRM strategies." --Janet Sutherland, Senior Consultant, Performance Measurement, Bell Contact Centre Solutions, Toronto, Ontario

Shipping

	Standard Shipping	Express Shipping
Metro postcodes:	$9.99	$14.95
Regional postcodes:	$9.99	$14.95
Rural postcodes:	$9.99	$14.95

Orders over $79.00 qualify for free shipping.

How to return your order

At Booktopia, we offer hassle-free returns in accordance with our returns policy. If you wish to return an item, please get in touch with Booktopia Customer Care.

Additional postage charges may be applicable.

Defective items

If there is a problem with any of the items received for your order then the Booktopia Customer Care team is ready to assist you.

For more info please visit our Help Centre.

More in Computing & I.T.

The Amazing Generation

Paperback

RRP $24.99

$19.99

20%
OFF

The Ultimate Final Fantasy XIV Cookbook, Vol. 2

Hardcover

RRP $59.99

$45.75

24%
OFF

Coding For Dummies, All New Edition : For Dummies (Computer/Tech) - Paul McFedries

$70.99

29%
OFF

The Bitcoin Standard

The Decentralized Alternative to Central Banking

Hardcover

RRP $50.95

$39.75

22%
OFF

Beginner's Step-by-Step Coding Course

Learn Computer Programming the Easy Way

Hardcover

RRP $45.00

$35.75

21%
OFF

Microsoft 365 Excel All-in-One For Dummies

Excel for Dummies

Paperback

RRP $74.95

$55.75

26%
OFF

Python Crash Course

3rd Edition - A Hands-On, Project-Based Introduction to Programming

Paperback

RRP $89.99

$64.99

28%
OFF

Python Automation For Dummies : For Dummies (Computer/Tech) - Alan Simpson

$42.75

14%
OFF

If Anyone Builds It, Everyone Dies

The Case Against Superintelligent AI

Paperback

RRP $36.99

$29.75

20%
OFF

Gilded Rage

Elon Musk and the Radicalization of Silicon Valley

Paperback

RRP $34.99

$28.75

18%
OFF

This is For Everyone

Paperback

RRP $36.99

$29.75

20%
OFF

Persona

The Official Cookbook

Hardcover

RRP $45.00

$34.75

23%
OFF

Nexus

A Brief History of Information Networks from the Stone Age to AI

Paperback

RRP $29.99

$23.99

20%
OFF

Microsoft 365 Excel For Dummies

For Dummies (Computer/Tech)

Paperback

RRP $49.95

$38.75

22%
OFF

The AI Con

How To Fight Big Tech's Hype and Create the Future We Want

Paperback

RRP $36.99

$29.75

20%
OFF

The New Age of Sexism

How the AI Revolution is Reinventing Misogyny

Paperback

RRP $36.99

$29.75

20%
OFF

Doppelganger

A Trip Into the Mirror World

Paperback

RRP $26.99

$22.99

15%
OFF

Knowing What We Know

How we acquire, retain and communicate knowledge from ancient times to the era of big data

Paperback

RRP $24.99

$20.75

17%
OFF

The Legend of Zelda Encyclopedia

Hardcover

RRP $69.99

$52.75

25%
OFF

The C Programming Language

Prentice Hall Software

Paperback

RRP $107.04

$75.75

29%
OFF

Digital Minimalism

Choosing a Focused Life in a Noisy World

Paperback

RRP $26.99

$22.99

15%
OFF

The Art of The Last of Us

Last of Us

Hardcover

RRP $95.00

$67.99

28%
OFF

Preface	p. xi
Introduction to Call Centers	p. 1
Overview	p. 1
Analyzing call center requirements	p. 5
Vendor solutions	p. 9
A 10-point call center development process	p. 10
How to use this book	p. 11
Call Center Technology	p. 13
Computer telephony integration (CTI)	p. 14
Network structures and CTI servers	p. 25
Basic CTI services	p. 31
CTI in the call center	p. 34
CTI implementation guidelines	p. 38
Automatic call distribution (ACD)	p. 45
The Internet in the call center	p. 54
Database management technology	p. 57
Summary	p. 60
Organizing and Managing the Call Center	p. 61
Overview	p. 61
Management guidelines for a productive call center	p. 64
Twelve characteristics of the best-managed call centers	p. 87
The incoming call center	p. 94
Call centers--corporate business hubs	p. 98
Service level--a core value	p. 99
Creating value through workforce optimization	p. 110
Disaster and contingency planning in call centers	p. 119
Outsourcing the call center	p. 124
Selecting and Training Call Center Staff	p. 137
Overview	p. 138
Staff selection criteria	p. 141
Training CSR staff	p. 143
Recommended topics for CSR workshops	p. 144
Tool kits	p. 152
Advanced CSR training	p. 153
Training supervisory and management staff	p. 154
Summary: meeting objectives	p. 162
Call Center Case Studies	p. 165
Communications	p. 167
Energy	p. 173
Financial services	p. 174
Government	p. 179
Health care	p. 182
Real estate	p. 185
Retail	p. 187
Technology	p. 190
Travel	p. 197
Building Customer Relationships with Call Centers	p. 199
A rationale and methodology for CRM	p. 200
Strategies for managing customer information	p. 204
Technology and business tools to support CRM	p. 206
The CRM planning phase	p. 214
A 12-stage CRM strategy	p. 218
Applying the CRM strategy	p. 225
CRM issues and tactics	p. 226
Customer input to CRM	p. 229
Managing the CRM program	p. 233
CRM solution: the value to the business	p. 236
Call/Contact center: driving force behind CRM	p. 240
Call Center Vendor Resources--Product and Service Offerings	p. 245
Glossary of Call Center and CRM Acronyms and Definitions	p. 267
References and Bibliography	p. 283
Table of Contents provided by Ingram. All Rights Reserved.

Call Center Operation

Design, Operation, and Maintenance

At a Glance

Paperback

Industry Reviews

Shipping

How to return your order

Defective items

You Can Find This Book In

More in Computing & I.T.

The Amazing Generation

The Ultimate Final Fantasy XIV Cookbook, Vol. 2

Coding For Dummies, All New Edition

For Dummies (Computer/Tech)

Mortal Kombat: Flawless Victory

A Visual History of the Iconic Series

The Bitcoin Standard

The Decentralized Alternative to Central Banking

Beginner's Step-by-Step Coding Course

Learn Computer Programming the Easy Way

Microsoft 365 Excel All-in-One For Dummies

Excel for Dummies

Python Crash Course

3rd Edition - A Hands-On, Project-Based Introduction to Programming

Python Automation For Dummies

For Dummies (Computer/Tech)

iPhone For Seniors For Dummies, 2026 Edition

iPhone for Seniors For Dummies

If Anyone Builds It, Everyone Dies

The Case Against Superintelligent AI

Gilded Rage

Elon Musk and the Radicalization of Silicon Valley

This is For Everyone

Persona

The Official Cookbook

Nexus

A Brief History of Information Networks from the Stone Age to AI

Microsoft 365 Excel For Dummies

For Dummies (Computer/Tech)

The AI Con

How To Fight Big Tech's Hype and Create the Future We Want

The New Age of Sexism

How the AI Revolution is Reinventing Misogyny

Doppelganger

A Trip Into the Mirror World

Knowing What We Know

How we acquire, retain and communicate knowledge from ancient times to the era of big data

The Legend of Zelda Encyclopedia

The C Programming Language

Prentice Hall Software

Digital Minimalism

Choosing a Focused Life in a Noisy World

The Art of The Last of Us

Last of Us

This product is categorised by