PART I: FROM THE GROUND UP: AN OVERVIEW OF THE CALL CENTER.

Chapter 1. A First Look At Call Centers

Chapter 2. Business Basics: Models and Drivers and Goals, Oh My!

Chapter 3. Developing the Cast of Characters.

Chapter 4. Building A Call Center of Your Own

PART II: THE MASTER PLAN: FINANCE, ANALYSIS, AND RESOURCE MANAGEMENT.

Chapter 5: Analyze This!

Chapter 6. Right People, Right Place, Right Time: Resource Management.

Chapter 7. Call Center Scheduling: As Simple as 1, 2, 3…

PART III: MAKING LIFE BETTER WITH TECHNOLOGY.

Chapter 8. Making it Go: An Introduction to Call Center Technology

Chapter 9. Technological Enhancements: Getting the Newest & Coolest Stuff!

PART IV: ENSURING CONTINUOUS IMPROVEMENT'.

Chapter 10. Managing Agent Performance Part 1: Hiring and Training.

Chapter 11. Managing Agent Performance Part 2: Providing Feedback and Support.

Chapter 12. The Power of Process Management.

Chapter 13. Quality Programs: Ensuring Process Improvement. 

PART V: HANDLING THE CALLS: WHERE IT ALL COMES TOGETHER.

Chapter 14. "Thank You for Calling…": Call Handling Skills and Techniques.

Chapter 15. Calling-Handling Strategies and Tools.

Chapter 16. Handling Sales Calls.

PART VI: THE PART OF TENS.

Chapter 17. Ten Ways to Improve Agent Job Satisfaction.

Chapter 18. Ten Questions Every Call Center Manager Should Answer.

Chapter 19. Ten Ways to Improve Call Center Costs and Increase Efficiency.

Appendix 1: Glossary of Key Call Center Definitions and Concepts.

Appendix 2: Call Center Support Services.

Index.