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Call Center Operation: Design, Operation and Maintenance

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Every customer-facing corporation has at least one call center. In the United States, call centers handle a billion calls per year. Call Center Operation gives you the complete coverage of the critical issues involved in the design, implementation, organization, and management of a customer call center. Sharp provides information on advanced technology tools for workforce management, workshop examples for training call center staff, and an analysis of the significance of the call center to overall corporate customer relationship strategies. A special feature of this book is its focus on call center case studies, describing a number of successful call center strategies and best practices, selected from various business sectors—financial, retail, healthcare, travel, technology, and others. These case studies provide useful guidelines based on successful corporate call centers that will guide you in establishing and maintaining the most effective call center operation for your enterprise.

  • Presents key concepts and techniques, including a formal development process, in a real-world context
  • Provides extensive management guidelines
  • Stresses the importance of staff selection and training
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Measurement, Modeling, and Evaluation of Computing Systems and Dependability and Fault Tolerance
Measurement, Modeling, and Evaluation of Computing Systems and Dependability and Fault Tolerance

This book constitutes the refereed proceedings of the 16th International GI/ITG Conference on Measurement, Modeling and Evaluation of Computing Systems and Dependability and Fault Tolerance, MMB & DFT 2012, held in Kaiserslautern, Germany, in March 2012.

The 16 revised full papers presented together with 5 tool papers and 5...

Samba Installation, Configuration, and Sizing Guide
Samba Installation, Configuration, and Sizing Guide
Samba is the very popular freeware that turns your AIX machine into a resources server for your PC clients. This book explains how to install and set up a Samba server, how to declare file and printer shares, and how to choose the best security model that fits your needs.

But it won’t cover all the features of Samba in detail. Many
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Real World Haskell
Real World Haskell

Haskell is a deep language; we think learning it is a hugely rewarding experience. We will focus on three elements as we explain why. The first is novelty: we invite you to think about programming from a different and valuable perspective. The second is power: we’ll show you how to create software that is short, fast, and safe....


Professional Cairngorm (Wrox Programmer to Programmer)
Professional Cairngorm (Wrox Programmer to Programmer)

Take advantage of Cairngorm, one of the leading Flex frameworks for building Rich Internet Applications (RIA)

Cairngorm is a framework that encourages best practices for RIA development. It is the most popular and widely deployed Flex framework, yet very few books provide the depth and detail necessary to thoroughly understand and...

Application Acceleration and WAN Optimization Fundamentals
Application Acceleration and WAN Optimization Fundamentals
IT organizations face a number of increasing pressures to increase productivity, improve application performance, provide infrastructure conducive to global collaboration, improve posture toward data protection and compliance, and minimize costs across the board. These pressures come largely as a result of initiatives to increase availability and...
Apache Tomcat 7 Essentials
Apache Tomcat 7 Essentials
This book will help you resolve these issues and boost your confidence in handling Apache Tomcat 7 administration using the tips, tricks, and best practices used by various industry experts to maintain their middleware infrastructure. The best thing that the author did while designing the content is a practical solution, with a detailed...
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