Desk & Support Center
It's not just the technology, the people, or the customers. It's all three, and more: call centers are not just places where calls arrive. They are a strategic business asset, the core of your business's customer relationship strategy.
Call Center Savvy is an explanation of how the call center works and how it fits into the big picture. What the future holds. How new technologies will effect operations. How international expansion is changing things. What the role of the Internet will ultimately be.
Call Center Savvy can help a smart call center manager position his or her center for long-term success. It's about seeing beyond today's problems to tomorrow's opportunities... It's not enough to know about call center technology; for your center to excel in the 21st century, you need call center savvy.
Table of Contents
Part One: Introducing Your Call Center
Part Two: Technology
Part Three: The Internet Cometh
Part Four: Call Center Ops
Part Five: Call Centers and the Wider World
Part Six: Building the Call Center of the Future
Part Seven: Tools For Success
Call Center Resources
The Resource Center for Customer Service
PO Box 401, Western Springs, IL 60558
Tel: (708) 246-0320 Fax: (708) 246-0251
Copyright © 1997-2012 Resource
Center for Customer Service Professionals LLC. All rights reserved.
Last modified January 9, 2012