基本信息出版社：CMP Books
页码：362 页
出版日期：2005年01月
ISBN：1578203139
条形码：9781578203130
装帧：平装
正文语种：英语

内容简介 Designing the Best Call Center for Your Business examines all key 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; finding the right property; and staff recruiting, training, and retention. It covers domestic and international call centers and those that handle online as well as voice interactions. The book also explores what functions and value call centers can offer businesses, including outbound and inbound sales and customer service and help desk. It examines and suggests how to cope with hot issues that could affect the center such as customer hostility to outbound cold-calling and unsolicited emails.

This edition is revised throughout and expanded with two new chapters. Key topics in the second edition include offshoring as well as nearshoring, including the pros and cons as well as the how-tos of offshoring and nearshoring; hot issues involved with offshoring, such as cultural affinity, unique facilities and staffing issues, and consumer and political resistance; the impact of federal "Do Not Call" legislation; technology changes, including voice-over IP has come into its own; eLearning as a training alternative; ergonomic issues; and business continuity planning and disaster recovery.
作者简介 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.
编辑推荐 Review
"... filled with details galore, covers everything from A to Z.... [An] excellent book for intermediate and experienced Web-based business owners." - MerchantSeek.com"

"...offers a wealth of information on how to design, build and maintain a successful web-based business...Two thumbs up." -- R2J2Studios.com

"Completely covers the rudiments of e-business with succinct guidance on how to analyze, build, maintain and operate web businesses." -- Today's Librarian

"Filled with details galore, covers everything from A to Z. Excellent book for intermediate and experienced web-based business owners." -- MerchantSeek.com

"Really stands out...providing an overall understanding of the processes of creating, building and maintaining an e-commerce Web site." -- First Monday