<b>The fast and easy way to improve call center management and response</b> <p> 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, <i>Call Centers For Dummies,</i> 2nd Edition is the ultimate call center reference guide. <p> With new tools and tactics specifically designed for call center managers, <i>Call Centers For Dummies,</i> 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<br> <ul> <li>Guidance on determining whether outsourcing is a cost-efficient option for your company <li>Coverage of new technologies that help cut costs <li>A look at how today's call centers can benefit from empowering their agents </ul> <p> Like any tech-driven industry, call centers are facing rapid change. With <i>Call Centers For Dummies,</i> 2nd Edition, you can be sure you're getting the most up-to-date, easy-to-follow coverage of this advancing field.