Call Center Technology Demystified clarifies the sometimes complex and often confusing array of technologies that enable call center success. This book will lea

Tips on making your call center a genuine profit center In North America, call centers are a $13 billion business, employing 4 million people. For managers in c

'Bottom-Line Call Center Management breaks new ground by addressing key skills and techniques in assessing and implementing effective management practices to ma

Telecom Management for Call Centers offers a practical guide to addressing the most common issues faced by telecom management in large call-centers. This handbo

This is the only book available today that provides a very readable, step-by-step guide for managing an incoming call center. The book combines theory with prac