April 2003
Intermediate to advanced
303 pages
11h 36m
English
Content preview from Call Center Operation
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94 3.4 The incoming call center
including many hours spent training and equipping call center staff to meet
their responsibilities. Centers are now fully versed in the nuances of fore-
casting, staffing, and the behavior of queues. They have identified evolving
customer needs, are constantly changing and improving processes to meet
those needs, and finding new and better ways of operating in an increas-
ingly competitive business environment.
Summing up the overall characteristics of well-managed call centers
demonstrates that the best-managed centers are those that have excellent
resource planning and management processes that are systematic, collabora- ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
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.