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Summary: Call Center Technology Demystified is a perfect reference !
Review: This book is the first I know of that matches business strategy to technoloy implementation. It has an amazing amount of nitty gritty detail on each of the diverse call center systems, and then collects the details into a big picture. Managers can use this text to plot a beneficial technology roadmap instead of just buying "stuff". I have already used this book with clients and highly recommend it to anyone who runs a call center or who is responsible for implementing customer contact technology.
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Summary: A candid Call Center roadmap
Review: This book will soon become the de facto bible for Call Center business managers and technologists alike. The authors take a down-to-earth, candid and sometimes irreverent look at the current call center environment and present it with a fresh voice. Their years of real-world, in-the-trenches call center experience bring to light insights that will prove invaluable to readers in the short term, and remain as a reference guide on the shelf for the long term. As a 17-year Call Center veteran, I highly recommend this book.
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Summary: Read me first!
Review: This is a great book to have on hand before you have to ask the CIO "what do you know about.......?" The authors are able to cover almost all current call technologies while keeping up a brisk pace. This book provides a good reference source as well as a start to finish review of a variety of technology. The acronym and glossary sections at the back of the book will prepare you for even the most technically baffling sales presentation.
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Summary: My copy is already "dog-eared" from use.......
Review: This is a must-read book for both end-users and call center sales professionals. Bocklund and Bengston do an excellent job taking a complex subject and explaining it so that both call center professionals and novices can understand the material. I thought they did a particularly good job explaining the transition from traditional call centers to multi-media call centers. Thank you for this excellent reference, I will use it often.
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