The Real-Time Contact Center: Strategies, Tactics, and Technologies for Building a Profitable Service and Sales Operation Review

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(More customer reviews)Having been involved in the call center industry since the 1980's, I've read lots of books on call/contact centers. While most have provided nuggets of valuable information none have been able to effectively cover both the strategic and operational issues in such a comprehensive, easy-to-understand manner as Real-Time Contact Center. Every chapter of the book is well written with lots of valuable information. I thought it was so exceptional that I ordered copies for each member of our management staff around the world. Their feedback matches my assessment. Read it yourself, I'm sure you'll agree too.

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