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The Call Center Dictionary; The Complete Guide to Call Center & Help Desk Technology and Operations, 2nd Edition 
by Madeline Bodin and Keith Dawson, softcover, 277 pages, 1999, $29.95



Over 1,200 comprehensive and easy to understand entries covering Help Desks, Telemarketing, Customer Service, Voice Processing, Switches, Software, Training, and Call Center Management.

This book is the key to understanding how call centers work. The language of the call center comes from many fields. The Call Center Dictionary explains them all in a way that is simple enough for a new-comer to grasp, but with depth to give insight to an old pro. It tells you what a particular technology is and how that technology can be used to improve your relationship with your customers. It's a guide for everyone whose company does business by telephone. Also includes:

  • Staffing worksheet

  • Predictive dialer buyer's checklist

  • Outgrown your voice processing system? checklist

  • Should you consider universal agents?

  • Appraisal litigation checklist.

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Last modified January 9, 2012