Cases in call center management

Bennington, L, De Ruyter, K and Feinberg, R 2005, Cases in call center management, Purdue University Press, West Lafayette, Indiana.


Document type: Book
Collection: Books

Title Cases in call center management
Author(s) Bennington, L
De Ruyter, K
Feinberg, R
Year 2005
Publisher Purdue University Press
Place of publication West Lafayette, Indiana
Subjects Innovation and Technology Management
Summary Written by authorities on the call center industry, Cases in Call Center Management brings to light the strategic importance of call centers in today's business world. While large corporations have explicit call centers, small organizations, even if they do not designate a part of the organization as a call center, due to changing attitudes toward customer service, in practice have call centers. As interactions with customers move away from person-to-person to other interactive media options, the call center is emerging from the shadows to become a vital force for corporate marketing and communication. Cases in Call Center Management covers the gamut of topics by examining real call centers in action and how managements at those centers have dealt with key call center issues.
Copyright notice © 2005 Purdue University Press
Keyword(s) services management
HRM
call centre
ISBN 1-55753-342-3
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