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The No-Nonsense Guide to Bridging Customer Contact Technology,
Operations and Strategy
BY: Lori Bocklund and 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.
With a rare combination of business insight, technological savvy and
down-to-earth, straightforward writing, Vanguard Communication's experts
Bocklund and Bengtson have come up with the answer to the often-asked
question: "Is there a book on call center technologies that will help me to
understand this stuff better?"
Operations and Strategy
BY: Lori Bocklund and 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.
With a rare combination of business insight, technological savvy and
down-to-earth, straightforward writing, Vanguard Communication's experts
Bocklund and Bengtson have come up with the answer to the often-asked
question: "Is there a book on call center technologies that will help me to
understand this stuff better?"