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37 of 39 people found the following review helpful:
2.0 out of 5 stars
Call Center Savvy... for big centers,
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).
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Call Center Savvy: How to Position Your Call Center for the Business Challenges of the 21st Century by Keith Dawson (Paperback - Apr. 1999)
$25.95
In Stock | |
 
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