An edition of Call Center Operations
(2000)
Call Center Operations
A Guide for Your Journey to Best-Practice Processes
by Becki Hack, Peggy Newton, and Trip Wyckoff
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Last edited by Bryan Tyson
May 13, 2015 | History
As one of the titles in the APQC's Passport to Success series, this book provides readers with a comprehensive understanding of what it takes to achieve successful call center operations. Based on years of research into the practices of leading organizations -- and supported by examples of best practices and tips from actual practitioners -- this book will guide readers in their own call center efforts. - Back cover.
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| Edition | Availability |
|---|---|
1
Call Center Operations: A Guide for Your Journey to Best-Practice Processes
August 2, 2000, Amer Productivity Center
Paperback
in English
1928593232 9781928593232
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Book Details
First Sentence
"The following quiz is designed to help you determine the current state of your call center."
Table of Contents
Introduction
Quiz : Where are you now?
Call center landmarks
Landmark one : Strategy and positioning
Landmark two : Customers
Landmark three : Employees
Landmark four : Technology
Landmark five : Measurement
Where do you go from here?
About APQC
Edition Notes
The Physical Object
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| May 13, 2015 | Edited by Bryan Tyson | Added new cover |
| May 13, 2015 | Created by Bryan Tyson | Edited without comment. |