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Introduction to Call Centers; Call Center Technology; Organizing and Managing the Call Center; Selecting and Training Call Center Staff; Call Center Case Studies; Building Customer Relationships with Call Centers Appendices: Call Center Vendor Resources-Product and Service Offerings;Glossary of Call Center and CRM Acronyms and Definitions
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
Duane Sharp, the President of SharpTech Associates, is an electronics engineer (B.Eng. (E.E.)), and registered professional engineer. He has been a corporate communications consultant in the IT sector for over 30 years. Duane is the author of numerous articles on technology published in trade professional publications and of two other books on technology topics. He is also active in the greater Toronto high-tech community.
"This book is educational, easy to understand, and not only a must for call center managers, but it will help CSRs understand the significant role they play in the overall operation of a call center, and in their organization's CRM strategies."-Janet Sutherland, Senior Consultant, Performance Measurement, Bell Contact Centre Solutions, Toronto, Ontario