{"product_id":"call-centers-for-dummies-9780470677438","title":"Call Centers For Dummies","description":"Tips on making your call center a genuine profit center \u003cp\u003eIn North America, call centers are a $13 billion business, employing 4 million people. For managers in charge of a call center operation, this practical, user-friendly guide outlines how to improve results measurably, following its principles of revenue generation, efficiency, and customer satisfaction. In addition, this new edition addresses many industry changes, such as the new technology that's transforming today's call center and the location-neutral call center. It also helps readers determine whether it's cost-efficient to outsource operations and looks at the changing role and requirements of agents.\u003c\/p\u003e \u003cul\u003e \u003cli\u003eThe ultimate call center guide, now revised and updated\u003c\/li\u003e \u003cli\u003eThe authors have helped over 60 companies improve the efficiency and effectiveness of their call center operations\u003c\/li\u003e \u003cli\u003eOffers comprehensive guidance for call centers of all sizes, from 20-person operations to multinational businesses\u003c\/li\u003e \u003c\/ul\u003e \u003cp\u003eWith the latest edition of \u003ci\u003eCall Centers For Dummies\u003c\/i\u003e, managers will have an improved arsenal of techniques to boost their center's bottom line.\u003c\/p\u003e\u003cbr\u003e\u003cbr\u003e\u003cbr\u003e\u003cb\u003eAbout the Author\u003c\/b\u003e\u003cbr\u003e\u003cp\u003e\u003cb\u003eR?al Bergevin\u003c\/b\u003e is executive vice president of Transcom Worldwide. \u003cb\u003eAfshan Kinder, Winston Siegel, \u003c\/b\u003e and \u003cb\u003eBruce Simpson\u003c\/b\u003e are partners in SwitchGear Consulting, a company specializing in call centers and change management. SwitchGear's clients include companies such as Scotiabank, TELUS, and Ceridian.\u003cbr\u003e\u003c\/p\u003e","brand":"For Dummies","offers":[{"title":"Default Title","offer_id":51183007138066,"sku":"9780470677438","price":20.99,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0831\/4771\/8930\/files\/img_01b48cbb-fd9d-4ed1-9cff-f6cdb516cca9.jpg?v=1744451755","url":"https:\/\/surprise-castle.myshopify.com\/products\/call-centers-for-dummies-9780470677438","provider":"Surprise Castle","version":"1.0","type":"link"}