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008 070806s2003    ne a    sb    001 0 eng d
020   $a9781555582777
020   $a155558277X
035   $ab1365472x-39ule_inst
037   $a96093:96092$bElsevier Science & Technology$nhttp://www.sciencedirect.com
040   $aOPELS$cOPELS
049   $aTEFA
082 04$a658.8/12$222
100 1 $aSharp, Duane E.$0627510
245 10$aCall Center operation$h[electronic resource] :$bdesign, operation, and maintenance /$cDuane E. Sharp.
260   $aAmsterdam ;$aBoston :$bDigital Press,$cc2003.
300   $axiii, 303 p. :$bill. ;$c24 cm.
504   $aIncludes bibliographical references (p. 283-285) and index.
505 0 $aIntroduction to Call Centers; Call Center Technology; Organizing and Managing the Call Center; Selecting and Training Call Center Staff; Call Center Case Studies; Building Customer Relationships with Call Centers -- Appendices: Call Center Vendor Resources-Product and Service Offerings;Glossary of Call Center and CRM Acronyms and Definitions.
520   $aEvery 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 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 the 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.
533   $aElectronic reproduction.$bAmsterdam :$cElsevier Science & Technology,$d2007.$nMode of access: World Wide Web.$nSystem requirements: Web browser.$nTitle from title screen (viewed on Aug. 2, 2007).$nAccess may be restricted to users at subscribing institutions.
650  0$aCall centers$xManagement.
655  7$aElectronic books.$2local
776 1 $cOriginal$z155558277X$z9781555582777$w(DLC)  2003043821$w(OCoLC)51655487
856 40$3Referex$uhttp://www.sciencedirect.com/science/book/9781555582777$zAn electronic book accessible through the World Wide Web; click for information
907   $a.b1365472x$b24-02-22$c24-01-08
912   $a991003246069707536
994   $aC0$bTEF
996   $aCall Center operation$91212779
997   $aUNISALENTO
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