Brendan Read

Designing the Best Call Center for Your Business (eBook, PDF)

• Format: PDF

Produktbeschreibung

Examines various aspects of opening and expanding a live agent call center, with in-depth coverage on facilities and workstation design; site selection, including communications and power backups.

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Produktdetails

• Verlag: Taylor & Francis eBooks
• Seitenzahl: 300
• Erscheinungstermin: 2. Januar 2005
• Englisch
• ISBN-13: 9781482280906
• Artikelnr.: 57480282

Autorenporträt

Brendan B. Read is a business editor, writer and consultant who writes about site selection, real estate, facilities, staffing, training, outsourcing and home working. Brendan served for many years as services editor of Call Center magazine. A frequent speaker at at industry conferences, he is the author of Home Workplace and co-author of The Complete Guide to Customer Support.

Inhaltsangabe

Preface Chapter 1: What Are Call Centres? Chapter 2: Call Center Downsides
Chapter 3 Planning a Call Center Chapter 4: Self-Service Chapter 5: Home
Working Chapter 6: Outsourcing Enabling Offshoring and Nearshoring Chapter
7: Site Selection Chapter 8: Onshoring, Nearshoring. and Offshoring Chapter
9: Serving Hispanics Chapter 10: Foreign Markets Chapter 11: Property
Recruiting Channels Chapter 12: Design, Chapter 14: Training Chapter 13:
Staffing your Call Centre Chapter 15: Management Ergonomics, and Security
Chapter 16: Resource s Guide