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Product details
File Size: 1131 KB
Print Length: 58 pages
Publication Date: February 4, 2015
Sold by: Amazon Digital Services LLC
Language: English
ASIN: B00T8J1OTA
Text-to-Speech:
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Amazon Best Sellers Rank:
#272,033 Paid in Kindle Store (See Top 100 Paid in Kindle Store)
Heads up! This is a very short and concise book. It will take you no more than 40-45 minutes to read and if you've never worked in call center before, this will be hard to understand. That being said, it's great if you want to get your feet wet in knowing how a call center operates and why some metrics are crucial. I gave it 5 stars because of 2 things: 1). It talks about all the important aspects of a contact center, (service levels, scheduling, AHT, attendance, adherence, etc) and how each metric affects the other. 2) It's super cheap (three dollars).
Covered the fundamentals but not a detailed publication. But since I received it immediately on my Kindle...I moved my 4 star rating up to a five. (It was information I needed immediately and was worth the low price)
Simple and to the pointLove the exercise with the answersWill continue using his website. Real examples make it easy to understand
This book is a very good starting point for a Call Center, even though some things are not very clear for the reader.
It provided some good info.
Yawn
Basic information about the WFM in call center industry. Very well explained and with activities to help understanding the concept.
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