Table of Contents

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