| Description |
x, 246 pages : illustrations ; 23 cm |
| Contents |
Ch. 1. Call Centre Strategy and Planning -- Ch. 2. Analysing Call Centre Information -- Ch. 3. Management Information Systems -- Ch. 4. Information Technology -- Ch. 5. Operations and Quality Management -- Ch. 6. People Management -- Ch. 7. Sales, Marketing and Customer Management -- Ch. 8. Financial Management -- Ch. 9. The Physical Environment |
| Summary |
Call Centres are one of the fastest growing industries in the world, increasing every year by 40% globally and 25% in Australia. This text is a complete up-to-date bible for all call and contact centre professionals in Australia and the Asia Pacific region |
| Notes |
Includes index |
| Bibliography |
Includes bibliography: page 238 |
| Subject |
Customer services -- Australia -- Management.
|
|
Call centers -- Australia -- Management.
|
| Author |
Hetherington, Johanna
|
| ISBN |
1740097246 paperback |
|
