Call Center Operation: Design, Operation, and Maintenance William H.; O'Neil Chapter 4: Advanced Architectural Vulnerability

Chapter 4: Advanced Architectural Vulnerability Analysis

* Comprehensive bibliography

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Call Center Operation: Design, Operation, and Maintenance William H.; O'Neil Chapter 4: Advanced Architectural VulnerabilityEvery customer facing corporation has at least one call center. In the United States, call centers handle a billion calls per year. Call Center Operation gives you complete coverage of the critical issues involved in the design, implementation, organization, and management of a customer call center. Sharp provides information on advanced technology tools for workforce management, workshop examples for training call center staff, and an analysis of the