The Call Center Handbook

Need to know how to buy a phone switch for your call center? How to measure the productivity of agents? How to choose from two cities that both want your center? No problem. The Call Center Handbook is a complete guide to starting, running, and im

Keith Dawson is one of the world's foremost authorities on call centers. He is currently senior editor for CommWeb and was founder of Call Center News Service, the industry's premier online source for information and independent analysis. He is also author of Call Center Savvy and co-author of Call Center Dictionary.

Introduction, Part I: The Physical Center, Part II: Routing Calls: Switches & Hardware Systems, Part III: The Front End, Part IV: Making Sense of the Call, Part V: Critical Peripherals, Part VI: Management & Operations, Part VII: Outside the Center