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call center operation: design, operation, and maintenance

Call Center Operation: Design, Operation, and Maintenance
by Duane Sharp	ISBN:155558277x
Digital Press © 2003 (303 pages)
Gives complete coverage of the critical issues involved in the design, implementation, organization, and management of a customer call center.

Table of Contents
	Call Center Operation—Design, Operation, and Maintenance
	Preface
	Chapter 1	-	Introduction to Call Centers
	Chapter 2	-	Call Center Technology
	Chapter 3	-	Organizing and Managing the Call Center
	Chapter 4	-	Selecting and Training Call Center Staff
	Chapter 5	-	Call Center Case Studies
	Chapter 6	-	Building Customer Relationships with Call Centers
	Appendix A	-	Call Center Vendor Resources—Product and Service Offerings
	Appendix B	-	Glossary of Call Center and CRM Acronyms and Definitions
	Appendix C	-	References and Bibliography
	Index
	List of Figures
	List of Exhibits
	List of Sidebars

Back Cover

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 the 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 this 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

About the Author

Duane Sharp, the President of SharpTech Associates, is an electronics engineer (B.Eng. (E.E.), and registered professional engineer. He has been a corporate communications consultant in the IT sector for over 30 years . Duane is the author of numerous articles on technology published in trade professional publications and of two other books on technology topics. He is also active in the greater Toronto high-tech community.

Call Center Operation-Design, Operation, and Maintenance

Duane E. Sharp

Digital Press An imprint of Elsevier Science

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Digital Press is an imprint of Elsevier Science.

No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise , without the prior written permission of the publisher.

Recognizing the importance of preserving what has been written, Elsevier Science prints its books on acid-free paper whenever possible.

Library of Congress Cataloging-in-Publication Data

Sharp, Duane E. Call Center handbook / Duane E. Sharp. p. cm. Includes bibliographical references and index.

ISBN 1-55558-277-X

1. Call centers-Management. I. Title.

HE8788, S53 2003

658.8'12-dc21 2003043821

British Library Cataloguing-in-Publication Data

A catalogue record for this book is available from the British Library.

The publisher offers special discounts on bulk orders of this book.

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Manager of Special Sales
Elsevier Science
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Burlington, MA 01803
Tel: 781-313-4700
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Printed in the United States of America

This book is dedicated to my wife Myrna; my children Heidi, Brett, and Dana; and my grandchildren Tara, Adam, and Mathew

and

to the many thousands of employees who work in call/contact centers around the world.

Duane Sharp , the President of SharpTech Associates, is an electronics engineer (B.Eng. (E.E.)), and registered professional engineer. He has been a corporate communications consultant in the IT sector for over 30 years . Duane is the author of numerous articles on technology published in trade professional publications and of two other books on technology topics. He is also active in the greater Toronto high-tech community.

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Call Center Operation-Design, Operation, and Maintenance

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