Table of Contents

call center operation: design, operation, and maintenance
Call Center Operation: Design, Operation, and Maintenance
byDuane 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

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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.

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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.