Call Center Dictionary, The: The Complete Guide to Call Center and Customer Support Technology Solutions (Electronic book text)

This book covers the broad range of call center terminology. The book explains relevant terms simply enough for newcomers to grasp, but with enough depth to give insight to seasoned professionals. Call centres have become the crucial front line for managing customer relationships. A well-run call center can foster customer loyalty. Conversely, a poorly run call center can drive customers away to competitors. This book provides the call center manager with a quick reference that covers all the complex technology and operational issues that come up in running and improving a call center.