Call Center Savvy: How to Position Your Call Center for the Business Challenges of the 21st Century (Paperback)

by Keith Dawson (Author), Keith Dawson (Author) "The past few years have been incredibly interesting ones for the call center industry..." (more)
Key Phrases: call center industry, call center products, customer touchpoint, Call Center Designer, Call Link, North America (more...)

Editorial Reviews

Product Description
A call center is not just the technology, the people, or the customers; it's all three, and more. It's the core of a business's customer relationship strategy. This book can help a smart call center manager create long-term success. It explores how the call center works, and how it fits into a larger business strategy; how new technologies will affect operations; the role of the Internet; the effect of international expansion; and what the future holds.

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.

Product Details

• Paperback: 210 pages
• Publisher: CMP Books (April 1999)
• Language: English
• ISBN-10: 1578200504
• ISBN-13: 978-1578200504
• Product Dimensions: 8.9 x 6 x 0.5 inches
• Shipping Weight: 10.6 ounces (View shipping rates and policies)
• Average Customer Review: 2.0 out of 5 stars See all reviews (1 customer review)
• Amazon.com Sales Rank: #1,817,317 in Books (See Bestsellers in Books)

Customer Reviews

Most Helpful Customer Reviews

37 of 39 people found the following review helpful:

2.0 out of 5 stars Call Center Savvy... for big centers, June 24, 2000

By	"tony_thompson" (Pella, IA United States) - See all my reviews

I have been working on establishing a call center for a small IT consulting company and was hoping to find a book to aid in selecting technologies and determining management and training methods. I didn't find it here. Call Center Savvy is directed toward the managers of very large centers, and is much more appropriate as a theortical discussion starting point than a practical guide to call center management. Also unimpressive is the fact that 78 of the book's 208 pages are used as a listing of companies offering products for call centers; while the phonebook-with-a-bonus might be useful, the same information can be found online (in a more searchable format).