Managing And Marketing Call Centers (Second Edition)

Call centers are an important part of today's business and corporate world, and that importance is becoming increasingly important. These centers present a number of management challenges, from strategic decisions about how to develop client strategy and business planning, to detailed research into staffing levels and appropriate technology. In this regard, this book is the first of its kind, as it provides a distinct view explaining the opinions of experts on how to achieve the best results from call centers. In providing practical solutions to a large number of issues. Based on the foregoing, the book is an indispensable reference for call center managers and human resources professionals, as well as specialists in marketing, sales or customer service management. She has been working in this field for more than twenty years. It is worth noting that she is the founder and general manager of Calcom Group Ltd., a consulting and training company specializing in call centers. Natalie has lectured in the UK and around the world, and has regular articles and forums on the call center industry. Natalie Calvert has risen to many prestigious positions. In 2004, a job training academy was opened in call centers.