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Description - The Call Center Handbook by Keith Dawson

This edition features expanded coverage of the operational spread of: IP technology in small and mid-sized centres; the impact of the economy on an industry once thought to be "recession-proof"; what to do when your vendor goes out of business; and the offshore, low labour cost revolution.

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Book Details

ISBN: 9781578203055
ISBN-10: 1578203058
Format: Paperback / softback
(229mm x 152mm x 16mm)
Pages: 283
Imprint: CMP Books
Publisher: Taylor & Francis Ltd
Publish Date: 20-Nov-2003
Country of Publication: United Kingdom

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Author Biography - Keith Dawson

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.

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