Call Center Operation: Design, Operation, and Maintenance
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Duane E. Sharp
Digital Press An imprint of Elsevier Science
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Digital Press is an imprint of Elsevier Science.
Copyright © 2003, Elsevier Science (USA).
All rights reserved.
No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of the publisher.
Library of Congress Cataloging-in-Publication Data
Sharp, Duane E. Call Center handbook / Duane E. Sharp. p. cm. Includes bibliographical references and index.
ISBN 1-55558-277-X
1. Call centers-Management. I. Title.
HE8788, S53 2003
658.8'12-dc21 2003043821
British Library Cataloguing-in-Publication Data
A catalogue record for this book is available from the British Library.
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Printed in the United States of America
This book is dedicated to my wife Myrna; my children Heidi, Brett, and Dana; and my grandchildren Tara, Adam, and Mathew
and
to the many thousands of employees who work in call/contact centers around the world.
Duane Sharp, the President of SharpTech Associates, is an electronics engineer (B.Eng. (E.E.)), and registered professional engineer. He has been a corporate communications consultant in the IT sector for over 30 years. Duane is the author of numerous articles on technology published in trade professional publications and of two other books on technology topics. He is also active in the greater Toronto high-tech community.
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