Book Details

Paperback: 528 pages
Publisher: McGraw-Hill Professional; 1st edition (April 28, 2000)
Language: English
ISBN-10: 0070164304
ISBN-13: 978-0070164307


Review

increase...understanding...help...conduct business more successfully...timely...clear, systematic...exceptional...full of useful information...writing...lucid...eloquent…navigating is easy -- Consulting to Management, June 2004

Review
From excerpts of review by Curt Kampmeier, Editor
...This book aims to increase our understanding of the subject of call center operations and help us, and our clients, conduct business more successfully.

...a very timely book for management consultants. Day cuts through the confusion and jargon. He deals with the related technology, process, and people aspects of call center operations in a clear, systematic manner that makes the technical aspects accessible to all.

...helps us cut through the jargon and grasp the underlying concepts. Free of gobbledygook, Day guides us on a step-by-step understanding of many of the developments within the teleservices industry.

...Day’s knowledge and recommendations come from years of practice serving hundreds of clients and from his impressive synthesis of concepts and materials. In this 500-page book, he has produced an exceptional reference guide that is packed full of useful information on call-handling applications. His writing is lucid and eloquent. What's more, he has organized his framework, chapters, appendices, index, and glossary so that navigating is easy. He takes us from the general to the particular—so we can choose between a surface understanding and real submersion in the subject. He tells us the basics and also provides a context to make sense of new developments and shifts that are currently taking place. (Consulting to Management )

For more free books download visit this blog daily




Download


OR


Download


OR


Download






.