000			01438nam a2200205Ia 4500
003			11172
008			191119s9999||||xx |||||||||||||| ||und||
020			_a1-57820-305-8
040			_cCIC-UMAD
041			_aeng
050			_aHE8788 _bD38
100			_aDawson, Keith _93269
245		4	_aThe Call Center Handbook the Complete Guide to Starting, Running and Improving Your call Center
250			_a5a
260			_aEUA _bCMP Books _c2004
300			_a280 p _b23 x 15 cm
502			_aNeed 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 your call center. It explains it all: everything that goes into the connection between a company and its customers. From technology primers to details about choosing and using specific products, this handbook is an indispensable guide for the call center manager. Tips for what works and what doesn't. Help with operational problems, like managing people and technology, for without tools call centers fail to thrive. Includes information on switches, IVR, voice processing, call center peripherals, software, long distance and toll free services, outsourcing, agent training, monitoring, the internet and disaster prevention.
650			_aMercadotecnia, Comunicación _93270
942			_2lcc _cBK
999			_c2819 _d2819