Cases in Call Center Management: Great Ideas (Th)at Work

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Purdue University Press
Professional & Scholarly


Cases in Call Center Management covers the gamut of topics by examining real call centers in action and how managements at those centers have dealt with key call center issues including:"Human Resource Management"Operational Management"Strategic Management"Technology IssuesAmong the organizations covered are: Accor o Charles Schwab o General Electric o Hewlett Packard o Mercedes Benz o Thomson Consumer o Unisys o Yellow Pages DirectThe book is rounded out with a section on resources that will provide hundreds of ideas to accentuate your current call center.Both a practical guide and an exhaustive reference, Cases in Call Center Management is an investment in the future success of your customer service operations.