Call Center Technology Demystified clarifies the sometimes complex and often confusing array of technologies that enable call center success. This book will lead you through the labyrinth of customer contact technology jargon, common misperceptions and marketing hype to help you align technology with business needs and optimize your technology investments.
With a rare combination of business insight, technological savvy and down-to-earth, straightforward writing, Vanguard Communication's experts Bocklund and Bengtson have come up with the answer to the often-asked question: "Is there a book on call center technologies that will help me to understand this stuff better?"
375 pages, paperback, more than 100 figures and tables.
TAGS:
Technology, New Technology Evaluation, Needs analysis, Technology Implementation/Maintenance
