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Call Center Fundamentals Workforce Management
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Book Synopsis Call Center Optimization by : Ger Koole
Download or read book Call Center Optimization written by Ger Koole and published by Lulu.com. This book was released on 2013 with total page 159 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book gives an accessible overview of the role and potential of mathematical optimization in call centers. It deals extensively with all aspects of workforce management, but also with topics such as call routing and the scheduling of multiple channels. It does so without going into the mathematics, but by focusing on understanding its consequences. This way the reader will get familiar with workload forecasting, the Erlang formulas, simulation, and so forth, and learn how to improve call center performance using it. The book is primarily meant for call center professionals involved in planning and business analytics, but also call center managers and researchers will find it useful. There is an accompanying website which contains several online calculators.
Book Synopsis Call Center Fundamentals: Workforce Management by : Donnie Baje
Download or read book Call Center Fundamentals: Workforce Management written by Donnie Baje and published by . This book was released on 2015-02-15 with total page 46 pages. Available in PDF, EPUB and Kindle. Book excerpt: The second edition of this popular ebook contains updated information, better format, and answer keys to the activities. It also presents new chapters focusing on non- voice accounts and problem solving techniques to various problems in managing workforce._How to determine your agents per day and per hour?_Is getting 100% service level a good idea?_How can you improve your sales or collections with workforce management?
Book Synopsis Call Center Staffing by : Penny Reynolds
Download or read book Call Center Staffing written by Penny Reynolds and published by Call Center School Press. This book was released on 2003 with total page 197 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Call Center Management on Fast Forward by : Brad Cleveland
Download or read book Call Center Management on Fast Forward written by Brad Cleveland and published by ICMI Press (International Customer Management Institute). This book was released on 2012 with total page 491 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Workforce Asset Management Book of Knowledge by : Lisa Disselkamp
Download or read book Workforce Asset Management Book of Knowledge written by Lisa Disselkamp and published by John Wiley & Sons. This book was released on 2013-03-20 with total page 656 pages. Available in PDF, EPUB and Kindle. Book excerpt: The official study guide for the Workforce Management Technology Certification, containing core knowledge for time and labor management The worldwide standard for the time and labor management technology profession, Workforce Asset Management Book of Knowledge is the official guide to the Workforce Asset Management Certification. Establishing a common lexicon within the profession for talking about workforce management and systems, this essential guide is designed to establish a body of generally accepted and applicable practices and standards within the industry. Includes contributions from leaders in the field Covers everything from vendor and product selection, to implementation planning and execution, system design, testing and change control, financial analytics, fundamentals of scheduling people against workload and skill sets, and how to use these systems to manage labor costs and productivity Body of knowledge is focused on workers and technologies for every industry and every type of employer Designed around timekeeping and labor scheduling technologies With contributions from leaders in the field, this book expertly covers the knowledge, practices, regulations, and technologies within the domain of workforce management systems. It provides the body of knowledge for managing a workforce using time and attendance systems, labor scheduling, productivity, staffing budgets, workforce software applications, or data, compensation and benefits for payroll and human resources.
Book Synopsis Call Centers For Dummies by : Real Bergevin
Download or read book Call Centers For Dummies written by Real Bergevin and published by John Wiley & Sons. This book was released on 2010-05-11 with total page 391 pages. Available in PDF, EPUB and Kindle. Book excerpt: Tips on making your call center a genuine profit center In North America, call centers are a $13 billion business, employing 4 million people. For managers in charge of a call center operation, this practical, user-friendly guide outlines how to improve results measurably, following its principles of revenue generation, efficiency, and customer satisfaction. In addition, this new edition addresses many industry changes, such as the new technology that's transforming today's call center and the location-neutral call center. It also helps readers determine whether it's cost-efficient to outsource operations and looks at the changing role and requirements of agents. The ultimate call center guide, now revised and updated The authors have helped over 60 companies improve the efficiency and effectiveness of their call center operations Offers comprehensive guidance for call centers of all sizes, from 20-person operations to multinational businesses With the latest edition of Call Centers For Dummies, managers will have an improved arsenal of techniques to boost their center's bottom line.
Book Synopsis Call Center Rocket Science by : Randy Rubingh
Download or read book Call Center Rocket Science written by Randy Rubingh and published by Createspace Independent Pub. This book was released on 2013-03-20 with total page 206 pages. Available in PDF, EPUB and Kindle. Book excerpt: "I once heard it said that running a call center is not rocket science. While you may not need the skills and education of an aerospace engineer, successful call center management does require certain skills and insight."-RANDY RUBINGH Call Center Rocket Science gives practical, hands on advice for today's customer service professionals. Here you will find real world advice on a wide variety of topics essential to effective call center management including: Recruiting and Hiring: How to find great agents, what to look for in a candidate, how to weed out applicants that may not be a good fit, closing the best candidates. Training: How to develop an effective new hire training course that prepares reps to take successfully take calls starting their first day on the floor. Effective Role playing strategies to increase effectiveness of training. Management: Creating a world class culture to motivate and retain your staff. How to look at and understand call center statistics. Call Center Operations: How to handle the day to day activity of a call center, and manage the business without constantly fighting fires. Outsourcing: For outsourcers- tips on how to make your client satisfied and give you more business. For those who outsource there are tips on how to get below the surface to truly understanding the level of service being provided by your service provider. Overall 110 tips that most centers can implement right away and receive immediate benefit of improved operations, and higher levels of employee and customer satisfaction.
Book Synopsis Call Centers For Dummies by : Real Bergevin
Download or read book Call Centers For Dummies written by Real Bergevin and published by John Wiley & Sons. This book was released on 2010-04-16 with total page 391 pages. Available in PDF, EPUB and Kindle. Book excerpt: Tips on making your call center a genuine profit center In North America, call centers are a $13 billion business, employing 4 million people. For managers in charge of a call center operation, this practical, user-friendly guide outlines how to improve results measurably, following its principles of revenue generation, efficiency, and customer satisfaction. In addition, this new edition addresses many industry changes, such as the new technology that's transforming today's call center and the location-neutral call center. It also helps readers determine whether it's cost-efficient to outsource operations and looks at the changing role and requirements of agents. The ultimate call center guide, now revised and updated The authors have helped over 60 companies improve the efficiency and effectiveness of their call center operations Offers comprehensive guidance for call centers of all sizes, from 20-person operations to multinational businesses With the latest edition of Call Centers For Dummies, managers will have an improved arsenal of techniques to boost their center's bottom line.
Book Synopsis Fundamentals of Business Process Management by : Marlon Dumas
Download or read book Fundamentals of Business Process Management written by Marlon Dumas and published by Springer. This book was released on 2018-03-23 with total page 546 pages. Available in PDF, EPUB and Kindle. Book excerpt: This textbook covers the entire Business Process Management (BPM) lifecycle, from process identification to process monitoring, covering along the way process modelling, analysis, redesign and automation. Concepts, methods and tools from business management, computer science and industrial engineering are blended into one comprehensive and inter-disciplinary approach. The presentation is illustrated using the BPMN industry standard defined by the Object Management Group and widely endorsed by practitioners and vendors worldwide. In addition to explaining the relevant conceptual background, the book provides dozens of examples, more than 230 exercises – many with solutions – and numerous suggestions for further reading. This second edition includes extended and completely revised chapters on process identification, process discovery, qualitative process analysis, process redesign, process automation and process monitoring. A new chapter on BPM as an enterprise capability has been added, which expands the scope of the book to encompass topics such as the strategic alignment and governance of BPM initiatives. The textbook is the result of many years of combined teaching experience of the authors, both at the undergraduate and graduate levels as well as in the context of professional training. Students and professionals from both business management and computer science will benefit from the step-by-step style of the textbook and its focus on fundamental concepts and proven methods. Lecturers will appreciate the class-tested format and the additional teaching material available on the accompanying website.
Book Synopsis Layman's Guide to Workforce Management by : Renju Zacharias
Download or read book Layman's Guide to Workforce Management written by Renju Zacharias and published by . This book was released on 2017-08-17 with total page 112 pages. Available in PDF, EPUB and Kindle. Book excerpt: It's all in the title. Layman's Guide to Workforce Management is a humble attempt to guide the path of the unlearned in the rocky terrain of Workforce management. It can be effectively said that it converts laymen into managers. It is unfortunate that these areas of business affairs have been badly presented in some learning situations, to the extent that many people consider them to be too difficult to understand or enjoy. That shouldn't be the case. The simple, explicit, detailed, and down-to-earth approach adopted in the book will no doubt help in laying a solid foundation for people at all levels. It kick-starts with a basic and detailed treatment of the concept of Forecasting which sets the much needed personal tone and foundation for the book. Like a professional bricklayer, the author discussed the technique of scheduling and rostering while he used the other chapter to discuss the importance and proper deployment of personnel. Book is built taking the ITES -BPO/Call center WFM as the base. This book will also be useful for professionals as it is spiced with tips and tricks necessary to provide adequate nuances for the knowledge gleaned from each chapter. It is guaranteed that the reader would be filled with knowledge at the completion of the book.
Book Synopsis Call Center Management on Fast Forward by : Brad Cleveland
Download or read book Call Center Management on Fast Forward written by Brad Cleveland and published by ICMI Inc.. This book was released on 1997 with total page 312 pages. Available in PDF, EPUB and Kindle. Book excerpt: This is the only book available today that provides a very readable, step-by-step guide for managing an incoming call center. The book combines theory with practical advice and is filled with over 100 charts and graphs, several case studies and an extensive glossary and index. Readers will learn how to: achieve service level with quality in an era of more transactions, growing complexity and heightened caller expectations; understand the "how" behind best practices; boost caller satisfaction; win top management's support; and discover what separates a good call center from a great one.
Book Synopsis Fundamentals of Sales Management for the Newly Appointed Sales Manager by : Matthew Schwartz
Download or read book Fundamentals of Sales Management for the Newly Appointed Sales Manager written by Matthew Schwartz and published by AMACOM. This book was released on 2006-02-24 with total page 225 pages. Available in PDF, EPUB and Kindle. Book excerpt: This invaluable resource helps you understand what it takes to be a great sales manager, allowing you to avoid many of the common first-time sales management mistakes, and be successful right out of the gate. Making the leap into sales management means meeting a whole new set of challenges. As a manager, you’re going to have to quickly develop the skills that allow you to build and supervise a sales team, communicate effectively, set goals, be a mentor, and much, much more. Now that you’ve been handed these unfamiliar responsibilities, you’re going to have to think on your feet -- or face the possibility of not living up to expectations. Dispensing with dry theory, Fundamentals of Sales Management for the Newly Appointed Sales Manager helps you understand your new role in the organization, and how to thrive simultaneously as both a member of the management team and as a team leader. You’ll learn how to: Make a smooth transition into management Build a superior, high-functioning sales team Set objectives and plan performance Delegate responsibilities Recruit new employees Improve productivity and effectiveness This book supplies you with indispensable, need-to-know information on communicating with your team, your bosses, your peers, and your customers; developing a sales plan and understanding the relationship between corporate, department, and individual plans; applying crucial time management skills to your new role; managing a sales territory; interviewing and hiring the right people; building a motivational environment; compensating your people; and understanding the difference between training, coaching, and counseling?and knowing how to excel at each.
Book Synopsis Fundamentals of Human Resource Management by : Raymond A. Noe
Download or read book Fundamentals of Human Resource Management written by Raymond A. Noe and published by McGraw-Hill/Irwin. This book was released on 2003-03 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Fundamentals of Human Resource Management, by Noe, Hollenbeck, Gerhart and Wright is specifically written to provide a brief introduction to human resource management. While it doesn't cover the depths of human resource management theory, the book is rich with examples and engages students through application.This first edition takes on a different approach than the hardback text by the same team. Instead of a higher level of theory that's geared towards the HRM professional, this book focuses on the uses of human resources for the general population. Issues such as strategy are reduced to give a greater focus on how human resources is used in the every day work environment.Much like this author team's first project, Fundamentals of Human Resource Management provides instructors with a robust ancillary package. A comprehensive instructor's manual, test bank, PowerPoint presentation and a complete Online Learning Center make course preparation easy.
Book Synopsis Network Management Fundamentals by : Alexander Clemm
Download or read book Network Management Fundamentals written by Alexander Clemm and published by . This book was released on 2007 with total page 560 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book provides you with an accessible overview of network management covering management not just of networks themselves but also of services running over those networks. It also explains the different technologies that are used in network management and how they relate to each other.--[book cover].
Book Synopsis Fundamentals of Supply Chain Management by :
Download or read book Fundamentals of Supply Chain Management written by and published by Bookboon. This book was released on with total page 112 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Fundamentals of Business (black and White) by : Stephen J. Skripak
Download or read book Fundamentals of Business (black and White) written by Stephen J. Skripak and published by . This book was released on 2016-07-29 with total page 442 pages. Available in PDF, EPUB and Kindle. Book excerpt: (Black & White version) Fundamentals of Business was created for Virginia Tech's MGT 1104 Foundations of Business through a collaboration between the Pamplin College of Business and Virginia Tech Libraries. This book is freely available at: http://hdl.handle.net/10919/70961 It is licensed with a Creative Commons-NonCommercial ShareAlike 3.0 license.
Book Synopsis Employee Engagement by : Emma Bridger
Download or read book Employee Engagement written by Emma Bridger and published by Kogan Page Publishers. This book was released on 2018-08-03 with total page 265 pages. Available in PDF, EPUB and Kindle. Book excerpt: An engaged workforce is critical to the high performance and success of any organization. Employee Engagement offers a complete, practical resource for understanding and creating an effective engagement strategy that is aligned to wider business objectives. Supported by a variety of practical tools, features and templates, as well as numerous real-life examples and case studies from organizations such as AXA PPP Healthcare, Capital One, Charles Stanley, EDF Energy and Marks & Spencer, this handbook provides comprehensive coverage of all stages of the engagement process, from planning initiatives to building and measuring their success. This updated second edition of Employee Engagement considers the increasing use of technology in engagement, the role and importance of purpose and trust and the relationship between employee experience and engagement. New online supporting resources include diagnostic tools, templates and additional best-practice case studies. HR Fundamentals is a series of succinct, practical guides for students and those in the early stages of their HR careers. They are endorsed by the Chartered Institute of Personnel and Development (CIPD), the UK professional body for HR and people development, which has over 145,000 members worldwide.
