Written by authorities on the call center industry, Cases in Call Center Management brings to light the strategic importance of call centers in today's business world. While large corporations have explicit call centers, due to changing attitudes toward customer service, small organizations also have call centers, even if they do not designate a part of the organization as a call center. As interactions with customers move away from person-to-person relationships to other interactive media options, the call center is emerging from the shadows to become a vital force for corporate marketing and communication.

Cases in Call Center Management covers the gamut of topics by examining real call centers in action and how managements at those centers have dealt with key call center issues including: "Human Resource Management," "Operational Management," "Strategic Management, " and "Technology Issues." Among the organizations covered are Accor, Charles Schwab, General Electric, Hewlett Packard, Mercedes Benz, Thomson Consumer, Unisys, and Yellow Pages Direct. The book is rounded out with a section on resources that will provide hundreds of ideas to accentuate your current call center. Both a practical guide and an exhaustive reference, Cases in Call Center Management is an investment in the future success of your customer service operations.