April 2003
Intermediate to advanced
303 pages
11h 36m
English
Content preview from Call Center Operation
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92 3.3 Twelve characteristics of the best-managed call centers
an objective to fly a certain number of people to a particular destination
and then budget to do this. The goal is a specific, predetermined outcome
supported by carefully calculated resources. This is the way senior corporate
management should consider call center operations—specific objectives that
require a certain level of resources. The best call center managers decide on
their objectives first and then obtain the necessary resources to support
those objectives through careful planning.
Hurdle distance, time, and politics effectively
The evolution of computer and telecommunications technologies ...
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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.