April 2003
Intermediate to advanced
303 pages
11h 36m
English
Content preview from Call Center Operation
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Call Center Case Studies
This chapter presents a broad range of international call center case studies
selected from both the public and private sectors. These case studies illus-
trate how one or more of the following processes are used by organizations
to enhance productivity and maintain effective customer relationships:
Managing their respective call centers, applying best-practice human
resource policies, using appropriate technologies, and implementing vendor
resources. For every case study, the term call center may also mean customer
contact center.
The case studies are presented in a traditional business school format,
beginning with a brief ...
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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.