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Call Center Savvy: How to Position Your Call Center for the Business Challenges of the 21st Century Paperback – January 6, 1999

2.0 out of 5 stars 1 customer review

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Editorial Reviews

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.
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Product Details

  • Paperback: 208 pages
  • Publisher: CRC Press; 1 edition (April 1999)
  • Language: English
  • ISBN-10: 1578200504
  • ISBN-13: 978-1578200504
  • Product Dimensions: 6 x 0.5 x 9 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 Best Sellers Rank: #5,503,920 in Books (See Top 100 in Books)

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Top Customer Reviews

Format: Paperback
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).
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