APQC's Passport to Success Series/Call Center Operations
By Becki Hack, Peggy Newton, and Trip WyckoffAugust 2, 2000
Offering insight into the practices of excellent call centers that serve as organizational linchpins, this book focuses on approaches to managing call center operations, supervising employees, troubleshooting technology, predicting volume, and more. Part of APQC's Passport to Success series, it reveals how to develop a best-practice mind-set for addressing strategy and positioning, customers, employees, technology, and measurement.
Topics: Call Centers
Processes: 3.2.3 Define and manage channel strategy, 5.1.2 Define customer service policies and procedures
Type: Reports and Books
Publisher: APQC
Processes: 3.2.3 Define and manage channel strategy, 5.1.2 Define customer service policies and procedures
Type: Reports and Books
Publisher: APQC
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