Ever wish you could find out how North America's biggest and most advanced call centers are really using call center technology? Want to know how successful call centers have solved the problems behind basic call center functions such as order handling, help desks, customer service, collections, and staffing? The answers are here. Maximizing Call Center Performance takes you behind the scenes and shows you what call centers are doing to get the most out of their technology investment. The stories in this book -- all true -- illustrate not just a single solution to call center managers' most common problems, but many solutions that take into account the nuances of customer expectations, corporate policies, and budgets. In this book you'll find a solution to your call center problem, or find ways to raise your call center to new heights of service excellence. With 136 innovative ideas there is sure to be more than one that you can put to work in your call center. - Back cover.