Call Center Operation-Design, Operation, and Maintenance | 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

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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.