Rosanne D'Ausilio, "Wake Up Your Call Center: Humanize Your Interaction Hub, 4th Edition"
Purdue University Press | 2005-03-16 | ISBN: 1557533873 | 212 pages | PDF | 2,2 MB
Purdue University Press | 2005-03-16 | ISBN: 1557533873 | 212 pages | PDF | 2,2 MB
Wake Up Your Call Center: Humanize Your Interaction Hub discusses such call-center topics as e-commerce, ER in the call center, and managing workplace conflict and technical support staff. The fourth edition is expanded and includes the training imperative, self-service, and first call resolution. It also has updated statistics and expanded references.
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