Annotation A foundation for anyone considering outsourcing their call center, this volume provides a path for companies outsourcing their first call center with

Vanella's easy-to-read guide gives concise, easy-to-implement methods to get results with cold calls.

Tips on making your call center a genuine profit center In North America, call centers are a $13 billion business, employing 4 million people. For managers in c

With few exceptions, the service business is viewed as a "necessary evil". Servicing products, after they are sold and in customers' hands, is frequently overlo