Description
A guide to starting, running, and improving your call center, this guide covers various things from choosing the best site and buying the right equipment to managing agents, monitoring productivity, and enhancing customer relationships. Keith Dawson is one of the world’s foremost authorities on call centers. He is senior editor of CommWeb, the industry’s premier online source for information and analysis. He is also the author of Call Center Savvy and co-author of the Call Center Dictionary. He lives in New York City.
