A good call center provides live information and assistance, to fix and maintain products and to acquire goods and services. This book will help you to successfully create call centers to supply those functions cost-effectively to satisfy your corporate goals and to meet your customers" needs. You"ll gain an understanding of all key aspects of opening and expanding a live agent call center, including facilities and workstation design, site selection, communications and business continuity, finding the right property, and staff recruiting, training, retention, and management. You"ll also receive advice on call center maintenance and security. The author guides you through the many choices of ways to deliver call center services: live agents, interactive voice response, or Web self-service; voice, e-mail, chat, fax, or video; your own organization or outsourced; employees or self-employed contractors; in traditional offices, in former supermarkets, factories, or in homes; in your...