Call Centers for Dummies

"Provides a simple, straight forward, and proven formula for success that can help turn your call center into a true competitive advantage." Eric Burton, VP Customer Care, Time Warner Cable "With this book as your road map the journey toward success will be made much easier." Michael Hayes, Senior Vice President, Scotiabank The call center industry is one of the world's most rapidly growing and fastest changing. For those involved in call centers or anyone who just wants the inside scoop on this exciting field, Call Centers For Dummies is a must-read. From offshore options to "do not call" legislation to proven means of measuring agent performance, it's all here. With invaluable information for managers on how to run an efficient, profitable center and expert call handling strategies and tools for agents, this is the ultimate call center book. Discover how to: Locate and set up your call center Hire and retain the best people Create work schedules that work Get the newest and coolest technology Turn call centers into profit centersBergevin, Réal is the author of 'Call Centers for Dummies', published 2005 under ISBN 9780470835494 and ISBN 0470835494.