Call Center Handbook: The Complete Guide to Starting, Running and Improving Your Call Center (Paperback)

by Keith Dawson (Author)

Editorial Reviews

Product Description
This book covers the gamut from buying the right equipment and software to monitoring agents, measuring their productivity, enhancing customer relationships, and running an innovative and efficient center. It includes use of fax-on-demand, interactive voice response, e-mail, and Web sites.

About the Author
Keith Dawson is one of the world's foremost authorities on call centers. He is currently senior editor for CommWeb and was founder of Call Center News Service, the industry's premier online source for information and independent analysis. He is also author of Call Center Savvy and co-author of Call Center Dictionary.

--This text refers to the Paperback edition.

Product Details

• Paperback: 325 pages
• Publisher: CMP Books; 3rd edition (October 25, 1999)
• Language: English
• ISBN-10: 1578200474
• ISBN-13: 978-1578200474
• Product Dimensions: 9.2 x 6 x 0.8 inches
• Shipping Weight: 1 pounds
• Average Customer Review: 3.6 out of 5 stars See all reviews (11 customer reviews)
• Amazon.com Sales Rank: #1,670,875 in Books (See Bestsellers in Books)

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Customer Reviews

Most Helpful Customer Reviews

36 of 37 people found the following review helpful:

3.0 out of 5 stars Good intro to call center technologies; Editing needed, July 14, 1999

By	David E. Hunt "DavidCPA" (Cabot, AR) - See all my reviews (REAL NAME)

This review is from: The Call Center Handbook (Paperback)

Being new to the call center environment, I found the book useful as an introduction to the various vendors and technologies available to call centers. I was very disappointed in the organization of the book. The chapters jumped around from subject to subject with very few tie-ins between them. The book had numerous typos and did not inlcude an index or glossary. The index and glossary would have greatly increased the value of this publication. Overall I would still recommend it but only because I couldn't find another book that covered the same topics. I hope the 3rd edition published in June 1999 corrects some of the problems in the 2nd edition.

14 of 15 people found the following review helpful:

3.0 out of 5 stars A good general guide, November 27, 2000

By	Massimiliano Celaschi (Graffignano, Viterbo Italy) - See all my reviews

This is a good book to people who want to have an overview at a glance about call centers features and problems. But, according to new economy habits, it is not a technological issue. So, if many points are discussed, such as human resources, real estate, organisation, hardware and products, none of them is focused in a detailed way. It is surely a very good introduction to people starting a new job in call centers environments, but do not expect too much by readin it.

12 of 13 people found the following review helpful:

5.0 out of 5 stars A Stellar Handbook!, August 29, 2000

By	Jillian Medoff (New York, NY USA) - See all my reviews (REAL NAME)

Keith Dawson has written the seminal book on Call Center technology. Using spare, uncluttered language to illustrate otherwise complex ideas (rare in books about IT), he provides a comprehensive overview of the most rapidly growing facet of the global economy. I refer to the CALL CENTER HANDBOOK all the time and eagerly await the updated edition. Dawson knows his material (subscribe to his newsletter and you'll see what I mean), and masterfully distills his knowledge in an easily read, step-by-step format. The CALL CENTER HANDBOOK should be included in every IT library. A must-read!!