A guide to starting, running, and improving your call center, this guide covers various things from choosing the best site and buying the right equipment to managing agents, monitoring productivity, and enhancing customer relationships.
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.