Call Center Technology Demystified: The No-Nonsense Guide to Bridging Customer Contact Technology, Operations and Strategy

by Lori Bocklund, Dave Bengtson

Call Center Technology Demystified clarifies the sometimes complex and often confusing array of technologies that enable call center success. This book will lead you through the labyrinth of customer contact technology jargon, common misperceptions and marketing hype to help you align technology with business needs and optimize your technology investments.

Paperback

First published June 3, 2002

Reviews

[Rudolf Waldner · Rating 5 out of 5]

I wish I had read this book when I first started in the industry. Would've made my life much easier. The authors cut through the BS and jargon and actually and literally "demystify" call center technology. Thank you Lori and Dave. Anyone working in, managing, or owning a call center should put this at the top of their list of must-reads.