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The Call Center Dictionary : The Complete Guide to Call Center and Customer Support Technology Solutions - Madeline Bodin

The Call Center Dictionary

The Complete Guide to Call Center and Customer Support Technology Solutions

Paperback Published: 1st March 2002
ISBN: 9781578200955
Number Of Pages: 227

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This dictionary covers the broad range of call centre terminology. It explains relevant terms simply enough for newcomers to grasp, but with enough depth to give insight to seasoned professionals. A call centre is traditionally defined as a physical location where calls are placed, or received, in high volume for the purpose of sales, marketing, customer service, telemarketing, technical support or other specialized business activity. It includes huge telemarketing centres, fundraising and collections organizations, help desks and service bureaus, which use their large capacity to serve lots of companies. The language of the call centre comes from many fields such as telecommunications, engineering and computer programming. Customer service and quality assurance terms loom large. "The Call Centre Dictionary" provides over 1200 comprehensive and easy-to-understand entries. It not only tells what a particular technology is, but also how it can help improve relationships with customers. (Or it warns about bad techniques that can alienate customers.) There are diagrams to explain topics such as ergonomics (showing proper workstation configuration), and there are helpful extras on some topics, such as a staffing worksheet and a checklist for buying predictive diallers.

ISBN: 9781578200955
ISBN-10: 1578200954
Series: Call Center Dictionary
Audience: Professional
Format: Paperback
Language: English
Number Of Pages: 227
Published: 1st March 2002
Publisher: FOCAL PR
Country of Publication: GB
Dimensions (cm): 22.76 x 15.34  x 1.52
Weight (kg): 0.37
Edition Number: 3
Edition Type: New edition