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Product details
File Size: 9003 KB
Print Length: 280 pages
Publisher: CRC Press; 4 edition (November 20, 2003)
Publication Date: November 20, 2003
Sold by: Amazon Digital Services LLC
Language: English
ASIN: B07CSSBYN9
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Amazon Best Sellers Rank:
#1,616,468 Paid in Kindle Store (See Top 100 Paid in Kindle Store)
We're in the process of planning an outbound sales call center. This book did a good job explaining the process from introductory elements, like space planning, to telco planning, to later stage descriptions and applications of advanced technologies like predictive dialing and CRM.Best practices and interesting little factoids are pointed out every step of the way, which were very helpful and interesting.If you're looking for a book to get your thinking organized on the topic of call centers and call center technologies, this book is a good place to start. Once point of caution. The book was written in 2004, so some of the information is slightly dated. In my opinion the info that was dated didn't take away from the value of the book.
Lots of useful information, and not too dull. There's a lot of specifics in here about technical call networking, which really isn't useful when you're managing the people rather than the IT.
Probably the best book out there for anyone who needs to understand the evolution and future direction of customer care technology and its ecosystem.
The way Keith Dawson handles the materials is well-written and concise. He does not waste much time going into more than just a couple real-world applications for the technologies he is explaining, but he does set your mind spinning about how they can be used to suit your needs. The information on VoIP and IP Telephony are a little dated and an updated edition would obviously expand a lot on those technologies (which were just emerging when the book was written but have become very popular in the industry now). Not only does he discuss what technologies are available (like AVR, IP-PBX, Recording, Call Queuing, etc.), he goes into a brief discription of the more traditional PBX system, if only to point out their flaws compared to today's newer technology but not failing to point out their merits as well. A good book for someone who is just beginning to integrate themselves in the field and the tech.
Very theoretical. Not much help for daily operations. It's more a strategic book on call center planning. Still was useful on some equipment buying decision.
Buy it only if you are a beginner.
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