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

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

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In this post, we will explore the intricacies of call center operation, from its initial design to its day-to-day maintenance. Written by industry expert Duane Sharp, this comprehensive guide covers everything you need to know to run a successful call center operation.

The book starts by delving into the design phase, where Sharp provides valuable insights on how to create an efficient and effective call center layout. From determining the optimal number of workstations to designing a call flow that maximizes agent productivity, Sharp offers practical advice based on years of experience in the industry.

Once the call center is up and running, Sharp shifts his focus to the operation phase. He discusses best practices for managing call center agents, monitoring performance metrics, and implementing quality assurance programs. Whether you’re a seasoned call center manager or a newcomer to the industry, Sharp’s tips and strategies will help you optimize your operation and deliver exceptional customer service.

Finally, the book concludes with a section on maintenance, where Sharp shares tips for troubleshooting common call center issues and ensuring that your operation runs smoothly. From handling technical glitches to managing employee burnout, Sharp provides practical solutions to keep your call center running at its best.

Overall, “Call Center Operation: Design, Operation, and Maintenance” is a must-read for anyone involved in the management of a call center. With its comprehensive coverage of all aspects of call center operation, this book is sure to become an invaluable resource for call center professionals everywhere.
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