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Call Center Essentials:A Practical Guide To Real Time Results
by Chitra G Lele (Author),
Atlantic Publishers & Distributors (Publisher)
Product Specifications
Book Description
About the Book: Call Center Essentials: A Practical Guide to Real-time Results
Foreword-I
Foreword-II
Introduction
Preface
Acknowledgements
List of Tables, Illustrations, Figures, Worksheets and Checklists
PART 1: FROM THE GROUND UP-GETTING STARTED
1. Introduction-Call Centers are the Face of Organizations
2. Learning Organizations-Competitive Advantage
3. Human Factors-They are What Make a Call Center
4. Destination: Call Center-Site Assessment
5. Careers-Avenues of Progress
PART 2: STAYING ON THE PATH-CUSTOMER EXPERIENCE EXCELLENCE
6. The Wheel of Nurture Theory-Care for the Customer
7. The Customers-The Heart of Call Centers
8. Performance-Ringing Up Big Numbers
9. Communication at Various Levels-From Acquisition to Loyalty
Book Specifications
ISBN-13 9788126917976
Language English
Binding Hard Bound
Publisher Atlantic Publishers & Distributors
Publishing Date 2013
Product Edition 1