In addition, this new edition addresses many industry changes, such as the new technology that's transforming today's call center and the location-neutral call center.

How to measure the productivity of agents? How to choose from two cities that both want your center? No problem. The Call Center Handbook is a complete guide to starting, running, and im

This book is for people who work in a call center and common traits the call center location must offer.

In Call Center, Oglesby teaches managers how to train, motivate, and encourage employees to reach their full potential. Each chapter features insightful personality profiles and thought-provoking questions about call center dynamics.

This is the only book available today that provides a very readable, step-by-step guide for managing an incoming call center.

Call centres have become the crucial front line for managing customer relationships. This book covers a range of call center terminology.

The essential guide to healthcare call centers.

This manual contains a comprehensive introduction to the course, outlining the teaching approach and describing the unit structure in detail.

Call Center Management on Fast Forward is the most widely read book on call center/contact center management available today.

Measurements drive behavior, and "you get what you measure and reward." The primary purpose of this book is to provide new professional callcenter managers with a methodology for "managing their callcenter by the numbers."