The call center handbook : the complete guide to starting, running and improving your customer contact center (5th ed)

This comprehensive book is a complete guide to starting, running, and improving a call center.

The book covers everything from choosing the best site, to purchasing equipment and software suited to specific needs, monitoring agents, and measuring their productivity.

The reader learns how to choose and use key products; it demonstrates which techniques and products work, and which do not.

It guides the reader through operational problems, such as managing people and technology.