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Wake Up Your Call Center: Humanizing Your Interaction Hub (3rd Edition)

Wake Up Your Call Center: Humanizing Your Interaction Hub (3rd Edition)

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Описание
In her introduction, Roseanne D'Ausilio states: "We have lots of talk covering technical information and training, software, hardware, new systems-a whole new language, in fact. But what about the people? They are too often dropped out of the picture aspeople, and I want to call this to your attention because we, the people, make the difference!"

This revised and expanded edition includes:
A discussion of Y2K
Updated statistics
More managing workplace conflict
A chapter for tech support staff
Expanded references