We're in the process of planning an outbound sales call center. This book did a good job explaining the process from introductory elements, like space planning, to telco planning, to later stage descriptions and applications of advanced technologies like predictive dialing and CRM.
Best practices and interesting little factoids are pointed out every step of the way, which were very helpful and interesting.
If you're looking for a book to get your thinking organized on the topic of call centers and call center technologies, this book is a good place to start. Once point of caution. The book was written in 2004, so some of the information is slightly dated. In my opinion the info that was dated didn't take away from the value of the book.
The Call Center Handbook: The Complete Guide to Starting, Running, and Improving Your Call Center (English Edition) Kindle电子书
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|页数 : 共280页||语种： 英语||版本: 打印副本|
Keith Dawson is one of the world's foremost authorities on call centers. He is currently senior editor for CommWeb and was founder of Call Center News Service, the industry's premier online source for information and independent analysis. He is also author of Call Center Savvy and co-author of Call Center Dictionary.
--此文字指 paperback 版本。
- 文件大小 : 9003 KB
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- 出版社 : CRC Press (2003年11月20日)
- 纸书页数 : 280页
- ASIN : B07CSSBYN9
- 语种： : 英语
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美国亚马逊： 6 条评论
Lots of useful information, and not too dull2015年8月7日 - 已在美国亚马逊上发表
Lots of useful information, and not too dull. There's a lot of specifics in here about technical call networking, which really isn't useful when you're managing the people rather than the IT.
A Classroom In A Book2006年5月29日 - 已在美国亚马逊上发表
The way Keith Dawson handles the materials is well-written and concise. He does not waste much time going into more than just a couple real-world applications for the technologies he is explaining, but he does set your mind spinning about how they can be used to suit your needs. The information on VoIP and IP Telephony are a little dated and an updated edition would obviously expand a lot on those technologies (which were just emerging when the book was written but have become very popular in the industry now). Not only does he discuss what technologies are available (like AVR, IP-PBX, Recording, Call Queuing, etc.), he goes into a brief discription of the more traditional PBX system, if only to point out their flaws compared to today's newer technology but not failing to point out their merits as well. A good book for someone who is just beginning to integrate themselves in the field and the tech.
Sergio Magro Jacinto
Call Center Review2008年2月9日 - 已在美国亚马逊上发表
Very theoretical. Not much help for daily operations. It's more a strategic book on call center planning. Still was useful on some equipment buying decision.