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Contact Center Management
Contact Center Management By the Numbers
Author: Jon Anton, Kamal Webb
With the ever increasing complexity of multi-channel customer contact handling, it is significant that this book addresses the challenges of managing such a contact center comprised of customer service agents, documented workflow processes, and enabling technology. Integrated reporting of calls, e-mails, Web-chat, and Web self-service becomes ke...  more »
ISBN-13: 9780976110903
ISBN-10: 0976110903
Pages: 312
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Publisher: The Anton Press
Book Type: Paperback
Members Wishing: 0
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