Call Center Savvy: How to Position Your Call Center for the Business Challenges of the 21st Century [Paperback]

Keith Dawson (Author)

Book Description

Publication Date: April 1999

It's not just the technology, the people, or the customers. It's all three, and more: call centers are not just places where calls arrive. They are a strategic business asset, the core of your business's customer relationship strategy. Call Center Savvy is an exploration of how the call center works, and how it fits into the big picture. What the future holds. How new technologies will affect operations. How international expansion is changing things. What the role of the Internet will ultimately be. Call Center Savvy can help a smart call center manager position his or her center for long term success. It's about seeing beyond today's problems, to tomorrow's opportunities.It's not enough to know about call center technology; for your center to excel in the 21st Century, you need call center savvy. ;

A call center is not just the technology, or the people, or the customers; it's all three, and more. It's the core of a business's customer relationship strategy. This book can help the smart call center manager position his center for long-term success

Editorial Reviews

About the Author

Keith Dawson is one of the world's foremost authorities on call centers. He is currently senior editor for CommWeb and was founder of Call Center News Service, the industry's premier online source for information and independent analysis. He is also author of Call Center Savvy and co-author of Call Center Dictionary.

Product Details

• Paperback: 210 pages
• Publisher: CMP; 1 edition (April 1999)
• Language: English
• ISBN-10: 1578200504
• ISBN-13: 978-1578200504
• Product Dimensions: 8.9 x 6 x 0.5 inches
• Shipping Weight: 10.6 ounces (View shipping rates and policies)
• Average Customer Review: 2.0 out of 5 stars  See all reviews (1 customer review)
• Amazon Best Sellers Rank: #3,251,616 in Books (See Top 100 in Books)

Customer Reviews

Most Helpful Customer Reviews

37 of 39 people found the following review helpful:

2.0 out of 5 stars Call Center Savvy... for big centers, June 24, 2000

By 

"tony_thompson" - See all my reviews

This review is from: Call Center Savvy: How to Position Your Call Center for the Business Challenges of the 21st Century (Paperback)

I have been working on establishing a call center for a small IT consulting company and was hoping to find a book to aid in selecting technologies and determining management and training methods. I didn't find it here. Call Center Savvy is directed toward the managers of very large centers, and is much more appropriate as a theortical discussion starting point than a practical guide to call center management. Also unimpressive is the fact that 78 of the book's 208 pages are used as a listing of companies offering products for call centers; while the phonebook-with-a-bonus might be useful, the same information can be found online (in a more searchable format).