Maximizing Call Center Performance [Paperback]

Madeline Bodin (Author)

Book Description

Publication Date: December 7, 1998

Ever wish you could find out how North America's biggest and most advanced call centers are really using call center technology? Want to know how successful call centers have solved the problems behind basic call center functions such as order handling, h

For call center managers who want to make their customers happy and their company successful, this book shows how to leverage call center technology. It's packed with innovative solutions from a variety of industries, and provides practical applications for cutting-edge technologies.

Editorial Reviews

About the Author

Madeline Bodin has been writing about call centers for over 10 years. She is a former editor of Call Center Magazine. Her books have been translated into several languages and are read around the globe. Her most recent book is Maximizing Call Center Performance. Keith Dawson is one of the world's foremost authorities on call centers. He is currently Senior Editor at CommWeb and was founder of Call Center News Service, which is the industry's premier online source for industry information and analysis, an independent online source for industry information. He is also author of 'Call Center Savvy' and 'Call Center Handbook'.

Product Details

• Paperback: 142 pages
• Publisher: CMP; 1 edition (December 7, 1998)
• Language: English
• ISBN-10: 1578200261
• ISBN-13: 978-1578200269
• Product Dimensions: 9 x 6.1 x 0.4 inches
• Shipping Weight: 6.4 ounces (View shipping rates and policies)
• Average Customer Review: 2.0 out of 5 stars  See all reviews (2 customer reviews)
• Amazon Best Sellers Rank: #2,734,895 in Books (See Top 100 in Books)

Customer Reviews

Most Helpful Customer Reviews

55 of 55 people found the following review helpful:

1.0 out of 5 stars Don't buy this book, July 12, 1999

By 

[e-mail] (Seattle, WA) - See all my reviews

This review is from: Maximizing Call Center Performance (Paperback)

Unless you are looking for the most simplistic view of call centers, don't buy this book. You would do just as well to send some grade school kids into a call center and ask them for their insights. As a matter of fact, if you are determined to read it, I"LL SEND YOU MY COPY FOR FREE--don't waste any money on it.

29 of 29 people found the following review helpful:

3.0 out of 5 stars Good for Technical Ideas but not for Improving your Reps., March 24, 1999

By A Customer

This review is from: Maximizing Call Center Performance (Paperback)

I was a little disappointed because I was looking for ideas for improving the performance of my Call Center Reps and this book deals strickly with technical performance such as Computers and Phone Systems. If your not already familiar with some of these systems then it will give you some good ideas.