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Designing the Best Call Center for Your Business: A Complete Guide for Location, Services, Staffing, and Outsourcing (CMP Books) [Paperback]

Brendan B. Read (Author)

3.0 out of 5 stars See all reviews (1 customer review) |

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Designing the Best Call Center for Your Business, 2nd Edition 3.0 out of 5 stars (3)
$34.16

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Book Description

ISBN-10: 1578200636 | ISBN-13: 978-1578200634 | Publication Date: December 2000 | Edition: 1

This guide aims to explain every aspect of building a successful call-centre, from opening and expanding a live agent call-centre, to in-depth coverage and workstation design, site selection, staff recruitment, training and retention. The book's focus is on creating an environment that enhances personnel productivity and retention.

#outer_postBodyPS { display: none; } #psGradient { display: none; } #psPlaceHolder { display: none; } #psExpand { display: none; } This guide aims to explain every aspect of building a successful call-centre, from opening and expanding a live agent call-centre, to in-depth coverage and workstation design, site selection, staff recruitment, training and retention. The book's focus is on creating an environment that enhances personnel productivity and retention.

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Product Details

Paperback: 281 pages
Publisher: Cmp Books; 1 edition (December 2000)
Language: English
ISBN-10: 1578200636
ISBN-13: 978-1578200634
Product Dimensions: 9 x 6 x 0.7 inches
Shipping Weight: 1 pounds

Average Customer Review: 3.0 out of 5 stars See all reviews (1 customer review)

Amazon Best Sellers Rank: #2,362,893 in Books (See Top 100 in Books)

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7 of 12 people found the following review helpful:

3.0 out of 5 stars satisfactory book, March 28, 2001

Manasi Telang (India) - See all my reviews

This review is from: Designing the Best Call Center for Your Business: A Complete Guide for Location, Services, Staffing, and Outsourcing (CMP Books) (Paperback)

This book describes the feasibility and the staffing issues well. The outsoucing concepts are also well defined and can act as good guidelines.

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Front Cover | Table of Contents | First Pages | Back Cover | Surprise Me!

Inside This Book (learn more)

First Sentence:
When people strike up a conversation with me, they invariably ask what I do for a living. Read the first page

Key Phrases - Statistically Improbable Phrases (SIPs): (learn more)
call center alternatives, external help desk, call center location, raised access flooring, call center functions, other call centers, outbound telesales, inbound order, call center agents, new call center, many call centers, workstation requirements, commercial conversions, outbound sales, dealer locator, call center services, live agent, outbound calling, contract staffing, outbound telemarketing, text chat, saturation rate, staffing agencies, staffing agency, pink flamingoes

Key Phrases - Capitalized Phrases (CAPs): (learn more)
New York, Staten Island, John Boyd, New Brunswick, Response Design Corporation, Richard Ellis, Asia Pacific, Business Week, Rosanne D'Ausilio, Susan Arledge, Associated Press, Bob Stinson, Centralized Marketing Company, Jon Kaplan, Kathryn Jackson, King White, Las Vegas, Los Angeles, Ocean City, Rick Burkett, Roger Kingsland, Roy Young, Service Intelligence, The Alter Group, The Boyd Company

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Books on Related Topics | Concordance | Text Stats

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Front Cover | Table of Contents | First Pages | Back Cover | Surprise Me!

Citations (learn more)

This book cites 3 books:

Computer Telephony Encyclopedia by Richard Grigonis in Front Matter, and page 129
The Complete Help Desk Guide by Mary Lenz in Front Matter (1), and Front Matter (2)
Air Conditioning (Fundamentals of Service Series) by Louis R. Hathaway on page 158

2 books cite this book:

Bottom-Line Call Center Management: Creating a Culture of Accountability and Excellent Customer Service (Improving Human Performance) by David L. Butler Ph.D on page 57, and page 127
Computer Telephony Integration, Second Edition by William A. Yarberry Jr. in Back Matter

Books on Related Topics (learn more)

How to Conduct a Call Center Performance Audit by Dr. Jon Anton

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