Call Centers For Dummies (For Dummies (Computer/Tech)) | 
 enlarge | Author: Ral Bergevin
Publisher: For Dummies
Category: Book
List Price: $24.99
Buy New: $16.49
You Save: $8.50 (34%)
New (14) from $16.49
Avg. Customer Rating:  3 reviews
Sales Rank: 130636
Media: Paperback
Number Of Items: 1
Pages: 384
Shipping Weight (lbs): 1.4
Dimensions (in): 9.2 x 7.2 x 1
ISBN: 0470835494
Dewey Decimal Number: 658.812
EAN: 9780470835494
ASIN: 0470835494
Publication Date: May 18, 2005
Availability: Usually ships in 2 to 3 weeks
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Product Description
A fun and simple guide to improving call center management and response
Call Centers For Dummies serves as the ideal resource for call center managers. Concentrating on revenue generation, efficiency, and customer satisfaction, it helps managers improve their results and affect their company's bottom line. With new tools and tactics specifically designed for call center managers, Call Centers For Dummies helps put a value on customer relations efforts undertaken in call centers and helps managers implement new strategies for continual improvement of customer service.
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| Customer Reviews:
Call Centers for Dummies November 12, 2008
2 out of 2 found this review helpful
This is an excellent, comprehensive overview of call centers, including specific metrics to be tracked and measured. Call center locations, set up and on-going operations are also covered.
Very Helpful January 7, 2006
6 out of 6 found this review helpful
I'm a new call center manager and this book did a great job of explaining a lot of the basics. I was even able to share the technology section with my IT department so they could understand how to better support the needs of our department. Plus my staff fought over the book - because the information was in an easy to read/understand format.
Great overview of the call center operation July 21, 2005
18 out of 18 found this review helpful
If you are like me, in business related to call centers, but not really in call center business, this book is the one. After reading it, I got a new level of appreciation for the processes and complexity involved.
First part describes business aspect, goals, variables and how they influence goals. That's the part where I said, "It's not as simple as it seems".
Next one, on technology, gives you a review of supporting technologies. I personally knew most of the stuff, but it's a light reading and gives you a perspective how the call center views the technology.
Final two parts, on managing agent performance and call handling are valuable reading no matter what business you're in. Suggestions from the book can be applied outside of call centers, as well. And call handling... I think every employee that has a phone on their desk is the company's representative and should know how to handle calls. Dealing with angry customers, controlling the call, sales... it all goes beyond just call centre agents.
To summarize, if you want to get the big picture, see all the elements, understand them and understand how they interact, this is where you should start. Doesn't dwell too much on any individual subject (and doesn't go too much in-depth) and therefore, it is an easy informative reading. And that's what books from Dummies series are all about, aren't they?
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