April 2003
Intermediate to advanced
303 pages
11h 36m
English
Content preview from Call Center Operation
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64 3.2 Management guidelines for a productive call center
3.2 Management guidelines for a productive
call center
Call centers need to tread the thin line between improving service, sales,
and revenue on the one hand and controlling costs on the other. When the
proper balance is struck by effective management of the call center, the
result will be a company that is more efficient and more productive on all
levels. To achieve these dual objectives, the cost of hiring, training, and
measuring the performance of CSRs needs to be managed carefully.
The significant contribution of the human element to the success or
failure of a call center operation, and ...
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I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.