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The Call Center Handbook : The Complete Guide to Starting, Running, and Improving Your Call Center
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Author: Keith Dawson
List Price: $34.95
Our Price: Click to see the latest and low price
ISBN: 1578203058
Publisher: CMP Books (09 November, 2003)
Edition: Paperback
Sales Rank: 44,319
Average Customer Rating: 3.5 out of 5
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Customer ReviewsRating: 1 out of 5
you don't learn anything
Buy it only if you are a beginner.
Rating: 5 out of 5
Illuminating Read!
This is a definite Must Read for any Call Center professional! All those questions about what system/technology does what and how are answered in one fact-based publication. If you want to avoid the headache of time-consuming hunts through web-sites and talking with marketing reps to learn which product works best for your company, this book is for you. If you are looking for a bubble-gum view of call center management, don't read this book because you just might learn the truth! By the way, get a Call Center Magazine subscription to continue the information flow started by reading this book.
Rating: 3 out of 5
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.
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