Customer Reviews

Call Centers Made Easy

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I have been in Call Center Management for over ten years and would have loved a book like this when I first entered the field. I purchased Call Centers Made Easy for a small library I keep in my office for fellow managers and phone reps interested in persuing a career in Call Centers. It quickly became the most sought after book on my wall.

Career tracking and development has always been my favorite part of managing Call Center teams and this book will prove invaluable to anyone who may be looking into Contact Centers as a career. Business owners considering opening a Contact Center would benefit from reading this as well because of the many chapters devoped to the initial ramp up of the technology, team building and even possible outsourcing of the center.

While a lot of the theory is fairly rudimentory this book provides an excellent foundation for the beginer in a field that is rapidly growing both here and abroad. There are plenty of volumes out there dealing with more specific disciplines within the Contact Center arena such as Forecasting, Resource Planning and the various technologies involved, but regardless of the area you want to become an expert in, Call Centers Made Easy will provide you with the necessary "big picture" thinking that will make you a success.

Excellent resource for those new to the world of Telcom and call centers. The author does an excellent job explaining technologies used in call centers in layman's terms. Any person without an ounce of telecom background could pick up this book and glide right through.

Call centers can be as small as a two-person reservations desk or a five-person customer service line. This tells how to build and budget for a call center to achieve goals and increase profits; from designing a customer service call center to using call center technology and software. Chapters are quite specific on how to build call center designs around business needs.