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新書推薦： 《 欲望与家庭小说 》 售價：NT$ 449.0 《 惜华年（全两册） 》 售價：NT$ 320.0 《 甲骨文丛书·古代中国的军事文化 》 售價：NT$ 454.0 《 中国王朝内争实录（套装全4册）：从未见过的王朝内争编著史 》 售價：NT$ 1112.0 《 半导体纳米器件：物理、技术和应用 》 售價：NT$ 806.0 《 创客精选项目设计与制作 第2版 刘笑笑 颜志勇 严国陶 》 售價：NT$ 281.0 《 佛山华家班粤菜传承 华家班59位大厨 102道粤菜 图文并茂 菜式制作视频 粤菜故事技法 佛山传统文化 广东科技 》 售價：NT$ 1010.0 《 武人琴音（十周年纪念版 逝去的武林系列收官之作 形意拳一门三代：尚云祥、韩伯言、韩瑜的人生故事 凸显百年武人命运） 》 售價：NT$ 199.0

內容簡介： The fast and easy way to improve call center management and response. Are you a call center professional seeking trusted and practical advice for improving your results and positively affecting your company''s bottom line? Now updated with coverage of the latest technological advancements and developments in the field, Call Centers For Dummies, 2nd Edition is the ultimate call center reference guide. With new tools and tactics specifically designed for call center managers, Call Centers For Dummies, 2nd Edition helps put value on customer relations efforts undertaken in call centers and shows you how to implement new strategies for continual improvement and superior customer service. Features new to this edition include: Guidance on determining whether outsourcing is a cost-efficient option for your company Coverage of new technologies that help cut costs A look at how today''s call centers can benefit from empowering their agents; Like any tech-driven industry, call centers are facing rapid change. With Call Centers For Dummies, 2nd Edition, you can be sure you''re getting the most up-to-date, easy-to-follow coverage of this advancing field. 關於作者： Real Bergevin is executive vice president of Transcom Worldwide. Afshan Kinder, Winston Siegel, and Bruce Simpson are partners in SwitchGear Consulting, a company specializing in call centers and change management. SwitchGear''s clients include companies such as Scotiabank, TELUS, and Ceridian.

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