APQC's Passport to Success Series/Call Center Operations

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.