Expand Your Horizons – Resources
for Call Center Professionals
Online:
The www.callcenternews.com/resources/resources.shtml web
site features a wide range of free resources to learn more about
call centers.
Here's what you'll find at this site:
- Industry Statistics: A collection of statistical information gathered
on a rolling basis from the analysts and market research groups
that cover the call center industry.
- Calendar of Events: A list of major trade shows,
seminars and other events of interest to call center professionals.
- FAQ: Frequently asked questions about call centers: what they
are, how many there are, how they run, who works in them, and
anything
else you need to know.
- Info Guides: Indispensable toolkits for
solving specific call center problems -- each one a unique, self-contained
guide for
call center
supervisors.
www.businessbyphone.com is the place to subscribe for Art Sobczak's
TeleE-Sales Hot Tips of the week. If you're in telesales,
get on the this list for FREE. Each week Art sends profitable
ideas via email on easier cold calling, and more profitable sales
by
phone.
Books:
Call Center Operations
Recently released, this is the second of several books in the American
Productivity and Quality Center's (APQC) Passport to Success
series. The book provides mechanisms to gauge current status,
understand the components of successful call center operations
and determine how to proceed. There are five key components:
Strategy and Positioning; Customers; Employers; Technology and
Measurement. This book is commercially available immediately
through APQC's online bookstore at either www.store.apqc.org or www.apqc.org. US $17.95 for APQC International Benchmarking
Clearinghouse members. US $19.95 to non-members.
Call Center Savvy
This is a recent release by Keith Dawson. This book can help a
smart call center supervisor position his or her center for long-term
success. It explores how the call center works, and how it fits
into the big picture of business strategy; what the future holds;
how new technologies will affect operations; how international
expansion is changing things; and what the role of the Internet
might be. For more information, or to place an order, call 1-800-LIBRARY.
210 pages. US $19.95.
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