Call Center Operation: Design, Operation, and Maintenance by Sharp, Duane

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Call center operations are a crucial aspect of any business that relies on customer service. In their book, “Call Center Operation: Design, Operation, and Maintenance,” authors Sharp and Duane provide a comprehensive guide to setting up and maintaining a successful call center.

From designing the layout of the call center to selecting the right technology and equipment, this book covers all aspects of call center operations. The authors emphasize the importance of creating an efficient and customer-centric operation that can handle high call volumes while maintaining quality service.

In addition to practical tips on call center design and operation, Sharp and Duane also provide guidance on training and managing call center agents, handling customer complaints, and measuring performance metrics. By following the advice in this book, businesses can ensure that their call center operation runs smoothly and effectively.

Whether you are setting up a new call center or looking to improve an existing one, “Call Center Operation: Design, Operation, and Maintenance” by Sharp and Duane is a valuable resource for anyone involved in managing a call center.
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