Call Center Operation

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This handbook serves as a valuable reference manual for IS professionals, call center supervisory and management personnel, as well as senior management, providing technology references for implementing call center, operational guidelines, and many examples of call centers from various business sectors, with a section on how call centers can be used to foster customer relationships. A special feature of the book is its focus on real-life call center case studies, describing a number of successful call centers, selected from various business sectors" financial, automotive, retail and technology, and others. These case studies are presented in an innovative business school format, providing useful guidelines based on successful corporate call centers. *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