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Call Center Savvy: How to Position Your Call Center for the Business Challenges of the 21st Century
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Author: Keith Dawson
List Price: $19.95
Our Price: Click to see the latest and low price
ISBN: 1578200504
Publisher: CMP Books (April, 1999)
Edition: Paperback
Sales Rank: 105,838
Average Customer Rating: 2 out of 5
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Customer ReviewsRating: 2 out of 5
Call Center Savvy... for big centers
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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