I have just started a role as Telephony consultant within a call centre. As i am working from the bottom up i was wondering if anyone knew of any helpful websites that included technical assistance, as far as telephony within a call centre is concerned.
Any information would be much appreciated.
And an excellent book on Call Centres is also available:
Call Center Management on Fast Forward: Succeeding in Today’s Dynamic Inbound Environment by Brad Cleveland and Julia Mayben
Link is : http://www.callscan.com.au/seminar_mustread.html