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Home/University Books/Gower Handbook of Call and Contact Centre Management - CALVERT
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Gower Handbook of Call and Contact Centre Management - CALVERT

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R660.00
Price in points: 660 points
Reward points: 33 points
9781138251281
In stock
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Description

Call centres and contact centres form an important and rapidly growing part of today's business world. They present a range of management challenges from strategic decisions about how to develop a customer strategy business planning through to detailed considerations of staffing levels and appropriate technology. This new handbook the first of its kind provides a unique insight giving expert opinions on how to get the most out of your contact centre operations. Natalie Calvert a specialist in the field has brought together a team of 35 experienced practitioners who provide invaluable knowledge share their experiences and draw on real-life examples to suggest practical solutions on a wide range of topics. This handbook is an indispensible guide and reference for call and contact centre managers HR specialists and senior executives responsible for marketing sales or customer services. The handbook is divided into six parts: I The business plan II The people factor III Contact centre technology IV Standards processes and outsourcing V Building profitable customer relationships VI The future.

Features

Published Date:
06/03/2017
ISBN:
9781138251281
Author:
Calvert
Publisher:
Taylor & Francis Ltd
Format:
Paperback / softback
Dimensions:
171 mm x 248 mm
Pages:
368
Language:
English

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