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Telecom Management for Call Centers: A Practical Guide by Olavo Alves, Jr, Luiz Augusto De Carvalho (Hardcover, 2011)

About this product

About this product

Product Information

Telecom Management for Call Centers offers a practical guide to addressing the most common issues faced by telecom management in large call-centers. This handbook was written primarily for the telecom manager; the techniques described here are practical and easily applicable, focusing on the issues the telecom manager faces in his or her daily operational work. The lessons learned by the professionals in this growing field are not often documented and shared. This guide provides documentation of this practical knowledge in a single volume, presented by telecom professionals Luiz Augusto de Carvalho and Olavo Alves Jr. It offers a general view of how telecom infrastructures in large call-centers should be planned, priced, negotiated and managed. It examines call-center operations and provides guidelines for - cost management; - traffic management; - call-center infrastructure; - transport networks; - GSM gateways deployment; - billing systems and auditing; - dialer deployment. Carvalho and Alves also explore how to do the necessary calculations, prepare and use traffic matrixes, and map and analyze call-center traffic, including relevant case studies for all issues. Put your call center on the path to success using the advice and methods offered in Telecom Management for Call Centers.

Product Identifiers

Publisher
iUniverse
ISBN-13
9781462056835
eBay Product ID (ePID)
191138105

Product Key Features

Author
Olavo Alves, Jr, Luiz Augusto De Carvalho
Publication Name
Telecom Management for Call Centers: a Practical Guide
Format
Hardcover
Language
English
Subject
Business
Publication Year
2011
Type
Textbook
Number of Pages
220 Pages

Dimensions

Item Height
229mm
Item Width
152mm
Item Weight
481g

Additional Product Features

Title_Author
Olavo Alves, Jr, Luiz Augusto De Carvalho
Country/Region of Manufacture
United States

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