Desk & Support Center
While many call center guides take a soup-to-nuts approach to help desk issues, this edition stands out from the crowd. Keith Dawson's Call Center Handbook presents the most comprehensive coverage of call center technology that we've seen yet. Just glance through the table of contents and you'll see what we mean: skill-based routing, ACD's, the Web, speech recognition, CRM tools, monitoring systems, headsets, readerboards, IVR, predictive dialers, voice processing, computer telephony integration, help desk software, workforce management software, telecommuting, telemarketing... and the list goes on. No call center manager today can afford to be without this guide to the technologies and techniques that have made call centers a billion dollar industry.
Table of Contents
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Last modified January 12, 2012