Wake Up Your Call Center
Humanize Your Interaction Hub (4th Ed.)
Rosanne D'Ausilio Ph.D
Purdue University Press
Wake Up Your Call Center: Humanize Your Interaction Hub discusses such call-center topics as e-commerce, ER in the call center, and managing workplace conflict and technical support staff. The fourth edition is expanded and includes the training imperative, self-service, and first call resolution. It also has updated statistics and expanded references.