Product Description

Need to know how to buy a phone switch for your call center? How to measure the productivity of agents? How to choose from two cities that both want your center? No problem. The Call Center Handbook is a complete guide to starting, running, and im

Establish and operate an efficient call center with this authoritative guide that covers everything from choosing the best site and buying the right equipment to managing agents, monitoring productivity, and enhancing customer relationships.

Product Details

• Amazon Sales Rank: #609075 in Books
• Published on: 2003-12-04
• Original language: English
• Number of items: 1
• Binding: Paperback
• 280 pages

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.

Customer Reviews

Good intro to call center technologies; Editing needed
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.

Good, but needs editorial work
From a novice's viewpoint, this book affords a good overview of what a call center is, what types of technology can be utilized, and what problems can exist. However,even as an IT (Information Technology)person used to the frequent use of acronyms, I was constantly annoyed by the author's use of undefined acronyms. In a book obviously not geared to individuals proficient in the jargon of the call center, you would think that the author would strive for clarity of expression, not obfuscate meanings. This 3d edition still needs the work of a good editor: sentence fragments, poor grammar, and repetition of whole series of paragraphs verbatim exist. If you can get by these shortcomings, you will get a high level view of what a call center is all about.

A good general guide
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.