"Provides a simple, straight forward, and proven formula for success that can help turn your call center into a true competitive advantage."
Eric Burton, VP Customer Care, Time Warner Cable

"With this book as your road map the journey toward success will be made much easier."
Michael Hayes, Senior Vice President, Scotiabank

The call center industry is one of the world’s most rapidly growing and fastest changing. For those involved in call centers or anyone who just wants the inside scoop on this exciting field, Call Centers For Dummies is a must-read. From offshore options to "do not call" legislation to proven means of measuring agent performance, it’s all here. With invaluable information for managers on how to run an efficient, profitable center and expert call handling strategies and tools for agents, this is the ultimate call center book.

Discover how to:

Locate and set up your call center
Hire and retain the best people
Create work schedules that work
Get the newest and coolest technology
Turn call centers into profit centers

A fun and simple guide to improving call center management and response
Call Centers For Dummies serves as the ideal resource for call center managers. Concentrating on revenue generation, efficiency, and customer satisfaction, it helps managers improve their results and affect their company's bottom line. With new tools and tactics specifically designed for call center managers, Call Centers For Dummies helps put a value on customer relations efforts undertaken in call centers and helps managers implement new strategies for continual improvement of customer service.