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Books on VoIP in the call center



Use this section to locate VoIP books and free chapter downloads designed to expand your VoIP knowledge. Read books on call center technology and call center management best practices.
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Reinventing Your Contact Center
SearchCRM.com | 16 Jun 2006
Read about call center trends and advice for managing the customer service chain in these chapter downloads from Reinventing Your Contact Center.
Call Center Operation -- Design, Operation and Maintenance
SearchCRM.com | 15 Jun 2006
Managing the call center is a demanding job that comes with a unique set of responsibilities. Learn tips for better call center operation and management in this chapter download.
Best Face Forward: Chapter 6, Putting the Amalgam of People and Machines to Work
SearchCRM.com | 14 Apr 2005
In sample Chapter 6, "Putting the Amalgam of People and Machines to Work" from Best Face Forward: How Companies Must Improve Their Service Interfaces with Customers, authors Jeffrey F. Rayport and Bernard J. Jaworski...
Call center management and planning basics
SearchCRM.com | 08 Mar 2007
Read this excerpt from "Bottom-Line Call Center Management" and learn why it's all about location, location, location.
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