Natalie Calvert - Gower Handbook of Call and Contact Centre Management

First published 2004 by Gower Publishing

Published 2016 by Rougtledge

2 Park Square, Milton Park, Abingdon, Oxon OX14 4RN

711 Third Avenue, New York, NY 10017, USA

Routledge is an imprint of the Taylor & Francis Group, an informa business

Copyright 2004 Natalie Calvert

Natalie Calvert has asserted her right under the Copyright, Designs and Patents Act 1988 to be identified as Editor of this work.

All rights reserved. No part of this book may be reprinted or reproduced or utilised in any form or by any electronic, mechanical, or other means, now known or hereafter invented, including photocopying and recording, or in any information storage or retrieval system, without permission in writing from the publishers.

Notice:

Product or corporate names may be trademarks or registered trademarks, and are used only for identification and explanation without intent to infringe.

British Library Cataloguing in Publication Data

Gower handbook of call and contact centre management

1. Call centers - Management

I. Calvert, Natalie II. Handbook of call and contact centre

management

658.812

ISBN 9780566085109 (hbk)

ISBN 9781138251281 (pbk)

Library of Congress Cataloging-in-Publication Data

Gower handbook of call and contact centre management/edited by Natalie Calvert.

p. cm

ISBN 0-566-08510-0

1. Call centers -- Management. I. Title: Handbook of call and contact centre management. II.

Calvert, Natalie.

HE8788.G68 2004

658.812--dc22

2004047538

Typeset by IML Typographers, Birkenhead, Merseyside

Rob Pike

David Rance

Tony McSweeney

Clive McAfee

Jim Spowart

Cheryl Black

Angela Hunter

Archie Shevlin

Kai McCabe

Sally Pollock et al.

Michael Esau

Donald MacDonald

Greg Wilkie

Steve Pink

John Taylor

David Mackenzie

Markus Recker

Colin Chave

Caroline Griffiths

Andy Barker

Dave Howard

Peter McCarthy

Paul Smedley and John Wilkinson

Colin Mackay

Stephen Parry

Simon Priestley

Carol Borghesi

Costas Johnson

Mike Havard

David Seccombe

Richard Stollery

Fabienne Tyler

Laurin McDonald et al.

Graham Whitehead

Melanie Howard

ANDY BARKER, HEAD OF MOBILITY, FUJITSU SIEMENS

Andy Barkers business experience includes Head of e-Business and TeleSales for Xerox Europe, where he helped run and set up Xerox TeleWeb Centres across Europe, together with Xeroxs Europe-wide eBusiness strategies and initiatives. As Head of Channel Strategy for Compaq Computers EMEA, he oversaw Compaqs main strategic project reviewing their approach to Channels in the Internet Age. He started at Compaq in 1994 by helping to set up their Consumer PC business, and then moved on to become Head of European Distribution for Compaq in 1996. Former Marketing Director of Virgin Retail, he went on to found GAME Ltd, the specialist computer and game store.

CHERYL BLACK, CUSTOMER SERVICE DIRECTOR, SCOTTISH WATER