Arts Publications
Topic: RSS FeedGlobal Call Centers
Bookwatch, The, July, 2005
Global Call Centers
Erik Granered
Nicholas Brealey Publishing
3704 Beard Avenue North, Minneapolis, MN 55422
1904838030 $34.95 1-888-273-2539
Global Call Centers: Achieving Outstanding Customer Service Across Cultures & Time Zones is a straightforward guide to promoting quality customer service even when one's customer call service centers may be outsources around the globe. Erik Granered, communications expert and former course developer and trainer for WorldCom's customer service operations, walks the reader through outsourcing and offshoring, creating a customer service culture, strategic approaches, specific issues pertaining to English-language and Spanish-language customer service as well as European and Asian customer service options, and much more. From taking different national communication styles into account to basic cultural analysis in plain and simple terms, Global Call Centers is a groundbreaking book in its field and a "must-have" for anyone responsible for organizing or maintaining an international customer call service.
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