A call centre is the core of a business's customer relationship strategy. This text aims to help position and improve call centres for long-term success. It explores how the call centre works, how it fits into the bigger picture of business strategy, what the future holds, how new technologies will affect operations, how international expansion is changing things and what the role of the Internet could ultimately be.
Author Biography
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.
