managers in charge of a call centeroperation, this practical, user-friendly guide outlines how toimprove results measurably, following its principles of revenuegeneration, efficiency, and customer satisfaction. In addition,this new edition addresses many industry changes, such as the newtechnology that's transforming today's call center and thelocation-neutral call center. It also helps readers determinewhether it's cost-efficient to outsource operations and looks atthe changing role and requirements of agents.The ultimate call center guide, now revised and updatedThe authors have helped over 60 companies improve theefficiency and effectiveness of their call center operationsOffers comprehensive guidance for call centers of all sizes,from 20-person operations to multinational businessesWith the latest edition of Call Centers For Dummies,managers will have an improved arsenal of techniques to boost theircenter's bottom line.

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