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Home > 42 Rules for Outsourcing Your Call Center: Best Practices for Outsourcing Call Center Planning, Operations and Management

42 Rules for Outsourcing Your Call Center: Best Practices for Outsourcing Call Center Planning, Operations and Management


Book Informaton

42 Rules for Outsourcing Your Call Center: Best Practices for Outsourcing Call Center Planning, Operations and Management

Author

Geoffrey A. Best

Year of Publication

2011

Publisher

Happy About

City of Publication

Cupertino, CA

Pages

126

Language

en

ISBN

1607730685, 9781607730682, 9781607730699, 1607730693

ARI Id

1672504160706


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Praise For This Book!
Rule 1: Rules Are Meant to Be Broken
Rule 2: Ask "Why Outsource?"
Rule 3: Define an Outsourcing Approach
Rule 4: Know Your Customer Expectations
Rule 5: Communication Is the Key to Customer Relationship
Rule 6: Determine Communication Modes
Rule 7: Govern Work-at-Home Agents
Rule 8: Integrate Social Networking
Rule 9: Evaluate Self-Help Customer Service
Rule 10: Plan a Strategy to Achieve Business Goals
Rule 11: Understand Implementation Timelines
Rule 12: Understand Technology Objectives
Rule 13: Evaluate Voice Communication Options
Rule 14: Understand Operational Objectives
Rule 15: Manage the Potential Impact of Risks
Rule 16: Get Executive Commitment
Rule 17: Get Technology Management Commitment
Rule 18: Use a Structured Methodology
Chapters/HeadingsAuthor(s)PagesInfo
Showing 1 to 20 of 56 entries