Introduction. Part I: From the Ground Up: An Overview of the Call Center.
Chapter 1: A First Look at Call Centers.
Chapter 2: Business Basics: Models and Drivers and Goals, Oh My!
Chapter 3: Developing the Cast of Characters.
Chapter 4: Building a Call Center of Your Own.
Chapter 5: Choosing the Outsourcing Option.
Part II: The Master Plan: Finance, Analysis, and Resource Management.
Chapter 6: Analyze This!
Chapter 7: Right People, Right Place, Right Time: Resource Management.
Chapter 8: Call Center Scheduling: Not As Simple As 1, 2, 3.
Part III: Making Life Better with Technology.
Chapter 9: An Introduction to Call Center Technology.
Chapter 10: Technological Enhancements: Getting the Newest and Coolest Stuff.
Chapter 11: Using Home Agents.
Part IV: Creating High-Performance Teams.
Chapter 12: Hiring and Training.
Chapter 13: Creating a Coaching Culture.
Chapter 14: Creating a Motivated Workforce.
Part V: Ensuring Continuous Improvement.
Chapter 15: The Power of Process Improvement.
Chapter 16: Mastering Change in Your Organization.
Chapter 17: Quality-Control Programs and Certifi cations.
Part VI: The Part of Tens.
Chapter 18: Ten Ways to Improve Agents' Job Satisfaction.
Chapter 19: Ten Questions Every Call Center Manager Should Answer.
Chapter 20: Almost Ten Ways to Decrease Call Center Costs
and Increase Effi ciency.
Appendix A: Key Call Center Definitions and Concepts.
Appendix B: Call Center Support Services.
Index.
