Call Center Leadership And Business Management Handbook And Study Guide

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Call Center Leadership and Business Management Handbook and Study Guide

Author : Brad Cleveland
Publisher : ICMI Press (International Customer Management Institute)
ISBN 13 : 9780970950772
Total Pages : pages
Book Rating : 4.9/5 (57 download)

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Book Synopsis Call Center Leadership and Business Management Handbook and Study Guide by : Brad Cleveland

Download or read book Call Center Leadership and Business Management Handbook and Study Guide written by Brad Cleveland and published by ICMI Press (International Customer Management Institute). This book was released on 2003 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: This handbook is part four of ICMI's comprehensive, four-part series on call center management, which includes people management, operations management, customer relationship management, and leadership and business management. The Call Center Leadership and Business Management Handbook and Study Guide applies proven leadership and business practices to the call center environment. The study guide opens with guidance on developing an effective vision, mission, strategy and valuation model. Next, it explores leadership and communication best practices and highlights those skills and aptitudes that are most important in the call center. The unique environment of the call center is discussed next, with a focus on navigating future trends and requirements. The fourth section of the guide provides professionals with solid principles on developing business plans, improving operations and managing contracts. The study guide comes to a close with an overview of financial principles that call center professionals should understand.

Call Center Operations Management Handbook and Study Guide

Author : Brad Cleveland
Publisher : ICMI Press (International Customer Management Institute)
ISBN 13 : 9780970950758
Total Pages : 474 pages
Book Rating : 4.9/5 (57 download)

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Book Synopsis Call Center Operations Management Handbook and Study Guide by : Brad Cleveland

Download or read book Call Center Operations Management Handbook and Study Guide written by Brad Cleveland and published by ICMI Press (International Customer Management Institute). This book was released on 2004 with total page 474 pages. Available in PDF, EPUB and Kindle. Book excerpt: This handbook is part two of ICMI's comprehensive, four-part series on call center management, which includes people management, operations management, customer relationship management, and leadership and business management. The Call Center Operations Management Handbook and Study Guide provides this solid foundation through an examination of key performance indicators, call center planning and management processes, call center technology and facilities management. The guide begins with an explanation of service level and response time -- key objectives that measure the accessibility of the center. A detailed examination of other key performance indicators follows. The third section of the guide provides an in-depth discussion of the planning and management processes upon which call center operations depend, including forecasting, staffing and scheduling. The guide then transitions from processes to technology with an integrated look at the technologies present in the best of today's centers. The guide closes with site selection, call center design, health and safety issues, and disaster recovery principles.

Call Center People Management Handbook and Study Guide

Author : Brad Cleveland
Publisher : ICMI Press (International Customer Management Institute)
ISBN 13 : 9780970950741
Total Pages : 476 pages
Book Rating : 4.9/5 (57 download)

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Book Synopsis Call Center People Management Handbook and Study Guide by : Brad Cleveland

Download or read book Call Center People Management Handbook and Study Guide written by Brad Cleveland and published by ICMI Press (International Customer Management Institute). This book was released on 2004 with total page 476 pages. Available in PDF, EPUB and Kindle. Book excerpt: This handbook/study guide is part one of ICMI's comprehensive, four-part series on call center management, which includes people management, operations management, customer relationship management, and leadership and business management. Topics in People Management include: *Organizational structure *Staffing *Hiring and retention *Turnover *Training *Performance objectives *Monitoring and coaching *Motivation and culture *Career development *Legal and regulatory issues

Call Center Customer Relationship Management Handbook and Study Guide

Author : Brad Cleveland
Publisher : ICMI Press (International Customer Management Institute)
ISBN 13 : 9780970950765
Total Pages : 336 pages
Book Rating : 4.9/5 (57 download)

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Book Synopsis Call Center Customer Relationship Management Handbook and Study Guide by : Brad Cleveland

Download or read book Call Center Customer Relationship Management Handbook and Study Guide written by Brad Cleveland and published by ICMI Press (International Customer Management Institute). This book was released on 2003-02-01 with total page 336 pages. Available in PDF, EPUB and Kindle. Book excerpt: This handbook is part three of ICMI's comprehensive, four-part series on call center management, which includes people management, operations management, customer relationship management, and leadership and business management. The Call Center Customer Relationship Management Handbook and Study Guide provides call center professionals with the information they need to build customer relationships effectively. It begins by exploring key customer relationship management principles, including the value of customer satisfaction and loyalty, and customer segmentation. Measuring customer satisfaction is the focus of the second section of the guide as it provides practical information on measurement methodologies and contributors to customer satisfaction. The guide then transitions into establishing strategies that support organizationwide objectives and align people, processes and technologies with these goals. The fourth section of the guide highlights the importance of a cross-functional approach to customer relationship management and places the responsibility for initiating this involvement squarely on the shoulders of the call center professional. The study guide's final section includes actionable guidance on supporting customer relationship management with innovative technology, effective processes and essential employee development.

Call Centers For Dummies

Author : Real Bergevin
Publisher : John Wiley & Sons
ISBN 13 : 0470677430
Total Pages : 391 pages
Book Rating : 4.4/5 (76 download)

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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.

Call Center Management on Fast Forward

Author : Brad Cleveland
Publisher : ICMI Inc.
ISBN 13 : 9780965909303
Total Pages : 312 pages
Book Rating : 4.9/5 (93 download)

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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.

Call Center Operation

Author : Duane Sharp
Publisher : Digital Press
ISBN 13 : 9781555582777
Total Pages : 303 pages
Book Rating : 4.5/5 (827 download)

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Book Synopsis Call Center Operation by : Duane Sharp

Download or read book Call Center Operation written by Duane Sharp and published by Digital Press. This book was released on 2003-04-28 with total page 303 pages. Available in PDF, EPUB and Kindle. Book excerpt: Every customer-facing corporation has at least one call center. In the United States, call centers handle a billion calls per year. Call Center Operation gives you complete coverage of the critical issues involved in the design, implementation, organization, and management of a customer call center. Sharp provides information on advanced technology tools for workforce management, workshop examples for training call center staff, and an analysis of the significance of the call center to overall corporate customer relationship strategies. A special feature of the book is its focus on call center case studies, describing a number of successful call center strategies and best practices, selected from various business sectors - financial, retail, healthcare, travel, technology, and others. These case studies provide useful guidelines based on successful corporate call centers that will guide you in establishing and maintaining the most effective call center operation for your enterprise. · Presents key concepts and techniques, including a formal development process, in a real-world context · Provides extensive management guidelines · Stresses the importance of staff selection and training

The Call Center Handbook

Author : Keith Dawson
Publisher : CRC Press
ISBN 13 : 1482295652
Total Pages : 283 pages
Book Rating : 4.4/5 (822 download)

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Book Synopsis The Call Center Handbook by : Keith Dawson

Download or read book The Call Center Handbook written by Keith Dawson and published by CRC Press. This book was released on 2003-11-20 with total page 283 pages. Available in PDF, EPUB and Kindle. Book excerpt: Need to know how to buy a phone switch for your call center? How to measure the productivity of agents? How to choose from two cities that both want your center? No problem. The Call Center Handbook is a complete guide to starting, running, and im

Contact Center Management on Fast Forward

Author : Brad Cleveland
Publisher :
ISBN 13 : 9780985461133
Total Pages : pages
Book Rating : 4.4/5 (611 download)

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Book Synopsis Contact Center Management on Fast Forward by : Brad Cleveland

Download or read book Contact Center Management on Fast Forward written by Brad Cleveland and published by . This book was released on 2019-09-15 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:

The Call Centre Training Handbook

Author : John P. Wilson
Publisher :
ISBN 13 : 9780749450885
Total Pages : 0 pages
Book Rating : 4.4/5 (58 download)

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Book Synopsis The Call Centre Training Handbook by : John P. Wilson

Download or read book The Call Centre Training Handbook written by John P. Wilson and published by . This book was released on 2009 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: A complete resource for providing learning, training, and development within contact centers. This handbook offers call center managers and trainers information with which to benchmark training and identifies best practice in learning and development.

Survey Pain Relief

Author : Jodie Evelyn Monger
Publisher : ICMI Press (International Customer Management Institute)
ISBN 13 :
Total Pages : 298 pages
Book Rating : 4.3/5 ( download)

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Book Synopsis Survey Pain Relief by : Jodie Evelyn Monger

Download or read book Survey Pain Relief written by Jodie Evelyn Monger and published by ICMI Press (International Customer Management Institute). This book was released on 2008 with total page 298 pages. Available in PDF, EPUB and Kindle. Book excerpt: Anyone who has ever been tasked with gathering and analyzing customer data has no doubt felt the pain associated with the magnitude of that responsibility especially when you're asked to take action without having believable customer intelligence. Relax. The doctors are here to ease your pain. In Survey Pain Relief, Dr. Jodie Monger and Dr. Debra Perkins offer an insightful, user-friendly overview of the science of research, dispel common misconceptions about the validity of widely publicized research methods, explain the sources and risks of survey malpractice and how to avoid it, and reveal how to transform customer insights into action by offering concrete examples of how to properly conduct survey research that will yield valid, interpretable results that can be communicated to executives, operations management, supervisors and frontline staff]] and save billions!

The Harvard Business Review Manager's Handbook

Author : Harvard Business Review
Publisher : Harvard Business Review Press
ISBN 13 : 1633692299
Total Pages : 352 pages
Book Rating : 4.6/5 (336 download)

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Book Synopsis The Harvard Business Review Manager's Handbook by : Harvard Business Review

Download or read book The Harvard Business Review Manager's Handbook written by Harvard Business Review and published by Harvard Business Review Press. This book was released on 2016-12-13 with total page 352 pages. Available in PDF, EPUB and Kindle. Book excerpt: The one primer you need to develop your managerial and leadership skills. Whether you’re a new manager or looking to have more influence in your current management role, the challenges you face come in all shapes and sizes—a direct report’s anxious questions, your boss’s last-minute assignment of an important presentation, or a blank business case staring you in the face. To reach your full potential in these situations, you need to master a new set of business and personal skills. Packed with step-by-step advice and wisdom from Harvard Business Review’s management archive, the HBR Manager’s Handbook provides best practices on topics from understanding key financial statements and the fundamentals of strategy to emotional intelligence and building your employees’ trust. The book’s brief sections allow you to home in quickly on the solutions you need right away—or take a deeper dive if you need more context. Keep this comprehensive guide with you throughout your career and be a more impactful leader in your organization. In the HBR Manager’s Handbook you’ll find: - Step-by-step guidance through common managerial tasks - Short sections and chapters that you can turn to quickly as a need arises - Self-assessments throughout - Exercises and templates to help you practice and apply the concepts in the book - Concise explanations of the latest research and thinking on important management skills from Harvard Business Review experts such as Dan Goleman, Clayton Christensen, John Kotter, and Michael Porter - Real-life stories from working managers - Recaps and action items at the end of each chapter that allow you to reinforce or review the ideas quickly The skills covered in the book include: - Transitioning into a leadership role - Building trust and credibility - Developing emotional intelligence - Becoming a person of influence - Developing yourself as a leader - Giving effective feedback - Leading teams - Fostering creativity - Mastering the basics of strategy - Learning to use financial tools - Developing a business case

When Everyone Leads

Author : Ed O’Malley
Publisher : Bard Press
ISBN 13 : 1885167911
Total Pages : 151 pages
Book Rating : 4.8/5 (851 download)

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Book Synopsis When Everyone Leads by : Ed O’Malley

Download or read book When Everyone Leads written by Ed O’Malley and published by Bard Press. This book was released on 2023-01-31 with total page 151 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book is not about leadership, at least in the way we normally think about it. Leadership is not about position, or authority. It’s not about big speeches or grand visions. Leadership is engaging others to solve daunting challenges. Those challenges appear in our professional lives, in our communities, our families—and they seem unsolvable, beyond our ability to see what needs to be done or outside our capacity to make the changes needed. They are not. Because, leadership is an activity—small actions taken in moments of opportunity. And as you start to look around, you can begin to see more of those moments, seize the opportunity in those moments. Most importantly, you can help others see those opportunities too. That’s why everyone can lead and the real power to solve our most important challenges is when everyone leads.

Call Center Staffing

Author : Penny Reynolds
Publisher : Call Center School Press
ISBN 13 : 9780974417905
Total Pages : 197 pages
Book Rating : 4.4/5 (179 download)

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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:

The Jossey-Bass Handbook of Nonprofit Leadership and Management

Author : David O. Renz
Publisher : John Wiley & Sons
ISBN 13 : 1118852966
Total Pages : 816 pages
Book Rating : 4.1/5 (188 download)

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Book Synopsis The Jossey-Bass Handbook of Nonprofit Leadership and Management by : David O. Renz

Download or read book The Jossey-Bass Handbook of Nonprofit Leadership and Management written by David O. Renz and published by John Wiley & Sons. This book was released on 2016-08-15 with total page 816 pages. Available in PDF, EPUB and Kindle. Book excerpt: The go-to nonprofit handbook, updated and expanded for today's leader The Jossey-Bass Handbook of Nonprofit Leadership and Management is the bestselling professional reference and leading text on the functions, processes, and strategies that are integral to the effective leadership and management of nonprofit and nongovernmental organizations. Now in its fourth edition, this handbook presents the most current research, theory, and practice in the field of nonprofit leadership and management. This practical, relevant guide is invaluable to the effective practice of nonprofit leadership and management, with expanded attention to accountability, transparency, and organizational effectiveness. It also extensively covers the practice of social entrepreneurship, presented via an integrative perspective that helps the reader make practical sense of how to bring it all together. Nonprofit organizations present unique opportunities and challenges for meeting the needs of societies and their communities, yet nonprofit management is more complex and challenging than ever. This Handbook provides a framework to help you lead and manage efficiently and effectively in this new environment. Building on solid current scholarship, the handbook provides candid, practical guidance from nationally-recognized leaders who share their insights on: The relationship between board performance and organizational effectiveness Managing internal and external stakeholder relationships Financial viability and sustainability and how to enhance both for the long term Strategies to successfully attract, retain, and mobilize the very best of staff and volunteers The fourth edition of the handbook also includes content relevant to associations and membership organizations. The content of the handbook is supplemented and enriched by an extensive set of online supplements and tools, including reading lists, web references, checklists, PowerPoint slides, discussion guides, and sample exams. Running your nonprofit or nongovernmental organization effectively in today's complex and challenging environment demands more knowledge and skill than ever, deployed in a thoughtful and pragmatic way. Grounded in the most useful modern scholarship and theory, and explained from the perspective of effective practice, The Jossey-Bass Handbook of Nonprofit Leadership and Management is a pivotal resource for successful nonprofit leaders in these turbulent times.

Speech Communication: A Study Guide for Prospective Speech Teachers

Author :
Publisher : Lulu.com
ISBN 13 : 1411684230
Total Pages : 23 pages
Book Rating : 4.4/5 (116 download)

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Book Synopsis Speech Communication: A Study Guide for Prospective Speech Teachers by :

Download or read book Speech Communication: A Study Guide for Prospective Speech Teachers written by and published by Lulu.com. This book was released on with total page 23 pages. Available in PDF, EPUB and Kindle. Book excerpt:

The Jossey-Bass Handbook of Nonprofit Leadership and Management

Author : David O. Renz
Publisher : John Wiley & Sons
ISBN 13 : 047087547X
Total Pages : 872 pages
Book Rating : 4.4/5 (78 download)

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Book Synopsis The Jossey-Bass Handbook of Nonprofit Leadership and Management by : David O. Renz

Download or read book The Jossey-Bass Handbook of Nonprofit Leadership and Management written by David O. Renz and published by John Wiley & Sons. This book was released on 2010-10-01 with total page 872 pages. Available in PDF, EPUB and Kindle. Book excerpt: This is the Third Edition of the bestselling nonprofit management reference and text called the "big green book." Based on updated research, theory, and experience, this comprehensive edition offers practical advice on managing nonprofit organizations and addresses key aspects such as board development, strategic planning, lobbying, marketing, fundraising, volunteer management, financial management, risk management, and compensation and benefits. New chapters cover developments in such areas as social entrepreneurship, financial leadership and capital structure, accountability and transparency, and the changing political-legal climate. It includes an instructor's manual