Maximizing Call Center Performance (Paperback)

by Madeline Bodin (Author) "Sending overflow calls from a center in say, Chicago to another center in Salt Lake City sounds very sophisticated and cutting edge..." (more)
Key Phrases: Telecorp Products, Agent Window, Rockwell Spectrum (more...)

Editorial Reviews

Product Description
This book shows call center managers how to leverage technology to solve specific needs. It's packed with innovative solutions for customer service, billing, collections, and technical support. It provides practical applications for technologies such as call blending, customer service on the Web, and virtual call centers.

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: 137 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.com Sales Rank: #1,661,754 in Books (See Bestsellers in Books)

Customer Reviews

Most Helpful Customer Reviews

54 of 54 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

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

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.