Maximizing Call Center Performance

Rating:
Summary: Good for Technical Ideas but not for Improving your Reps.
Review: I was a little disappointed because I was looking for ideas for improving the performance of my Call Center Reps and this book deals strickly with technical performance such as Computers and Phone Systems. If your not already familiar with some of these systems then it will give you some good ideas.

Rating:
Summary: Don't buy this book
Review: Unless you are looking for the most simplistic view of call centers, don't buy this book. You would do just as well to send some grade school kids into a call center and ask them for their insights. As a matter of fact, if you are determined to read it, I"LL SEND YOU MY COPY FOR FREE--don't waste any money on it.