Contact Center Performance Management The Ultimate Step By Step Guide

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Corporate Performance Management Best Practices

Author : Bob Paladino
Publisher : John Wiley & Sons
ISBN 13 : 1118507452
Total Pages : 258 pages
Book Rating : 4.1/5 (185 download)

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Book Synopsis Corporate Performance Management Best Practices by : Bob Paladino

Download or read book Corporate Performance Management Best Practices written by Bob Paladino and published by John Wiley & Sons. This book was released on 2013-01-04 with total page 258 pages. Available in PDF, EPUB and Kindle. Book excerpt: Business improvement best practices and a proven methodology for improving corporate performance management, illustrated through a high performing program including numerous team case studies Corporate performance management consists of a set of processes that help organizations optimize their business performance. It provides a framework for organizing, automating and analyzing business methodologies, metrics, processes and systems that drive business performance. Corporate Performance Management Best Practices will help your organization benchmark itself against the best. Written by the winner of three globally accepted performance management awards Focuses on a single case study chronicling a health care system's corporate performance management journey Explores how the use of corporate performance management methods has created significant and broad based improvements in patient satisfaction scores, medical outcomes, people development, and corporate shared services and clinical processes Revealing practical techniques that can be adopted at all levels of an organization, from facilities manager to HR manager to CFO to CEO, Corporate Performance Management Best Practices provides a proven implementation model that accelerates breakthrough results.

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.

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:

HBR Guide to Performance Management (HBR Guide Series)

Author : Harvard Business Review
Publisher : Harvard Business Press
ISBN 13 : 1633692795
Total Pages : 173 pages
Book Rating : 4.6/5 (336 download)

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Book Synopsis HBR Guide to Performance Management (HBR Guide Series) by : Harvard Business Review

Download or read book HBR Guide to Performance Management (HBR Guide Series) written by Harvard Business Review and published by Harvard Business Press. This book was released on 2017-06-20 with total page 173 pages. Available in PDF, EPUB and Kindle. Book excerpt: Efficiently and effectively assess employees performance. Are your employees meeting their goals? Is their work improving over time? Understanding where your employees are succeeding—and falling short—is a pivotal part of ensuring you have the right talent to meet organizational objectives. In order to work with your people and effectively monitor their progress, you need a system in place. The HBR Guide to Performance Management provides a new multi-step, cyclical process to help you keep track of your employees' work, identify where they need to improve, and ensure they're growing with the organization. You'll learn to: Set clear employee goals that align with company objectives Monitor progress and check in regularly Close performance gaps Understand when to use performance analytics Create opportunities for growth, tailored to the individual Overcome and avoid burnout on your team Arm yourself with the advice you need to succeed on the job, with the most trusted brand in business. Packed with how-to essentials from leading experts, the HBR Guides provide smart answers to your most pressing work challenges.

Error Systems: Concepts, Theory and Applications

Author : Kaizhong Guo
Publisher : Springer Nature
ISBN 13 : 3030407608
Total Pages : 360 pages
Book Rating : 4.0/5 (34 download)

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Book Synopsis Error Systems: Concepts, Theory and Applications by : Kaizhong Guo

Download or read book Error Systems: Concepts, Theory and Applications written by Kaizhong Guo and published by Springer Nature. This book was released on 2020-02-29 with total page 360 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book offers a new perspective and deeper understanding of complex socioeconomic systems, and explores the laws and mechanisms of erring by revealing the system structure, i.e., the context in which errors are imbedded. It proposes a number of new concepts for the field of systems science concerning the forces affecting e.g. system structure, subsystem structures, and system elements. Given its scope, it offers an excellent reference book for researchers and other readers in the fields of systems science, management science, mathematics, fuzzy logic and sets, symbolic logic, philosophy, etc. The book can also benefit researchers and practitioners in artificial intelligence and machine learning, as various erring patterns can be identified by training intelligent machines with big data (i.e., error cases and their logic), helping to prevent or eliminate errors in a cost-effective manner.

Performance Management Transformation

Author : Elaine Diane Pulakos
Publisher :
ISBN 13 : 0190942878
Total Pages : 373 pages
Book Rating : 4.1/5 (99 download)

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Book Synopsis Performance Management Transformation by : Elaine Diane Pulakos

Download or read book Performance Management Transformation written by Elaine Diane Pulakos and published by . This book was released on 2020 with total page 373 pages. Available in PDF, EPUB and Kindle. Book excerpt: "No other talent process has been the subject of such great debate and emotion as performance management (PM). For decades, different strategies have been tried to improve PM processes, yielding an endless cycle of reform to capture the next "Flavor of the Day" PM trend. The past five years, however, have brought novel thinking that is different than past trends. Companies are reducing their formal processes, driving performance-based cultures, and embedding effective PM behavior into daily work rather than relying on annual reviews to drive these. Through case studies provided from leading organizations, this book illustrates the range of PM processes that companies are using today. These show a shift away from adopting someone else's best practice and instead, companies are designing bespoke PM processes that fit their specific strategy, climate, and needs. Leading PM thought leaders offer their views about the state of PM today, what we've learned and where we need to focus future efforts, including provocative new research that shows what matters most in driving high performance. This book is as a call to action for talent management professionals to go beyond traditional best practice and provide thought leadership in designing PM processes and systems that will enhance both individual and organizational performance"--

The Encyclopedia of Human Resource Management, Volume 1

Author : William J. Rothwell
Publisher : John Wiley & Sons
ISBN 13 : 1118189671
Total Pages : 447 pages
Book Rating : 4.1/5 (181 download)

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Book Synopsis The Encyclopedia of Human Resource Management, Volume 1 by : William J. Rothwell

Download or read book The Encyclopedia of Human Resource Management, Volume 1 written by William J. Rothwell and published by John Wiley & Sons. This book was released on 2012-03-12 with total page 447 pages. Available in PDF, EPUB and Kindle. Book excerpt: The three volumes in The Encyclopedia of Human Resource Management offer a comprehensive review of the essential issues and most important information available on the topic. Each volume in the encyclopedia contains contributions from some of the most celebrated names in the field of human resource management (HRM) and addresses the myriad challenges faced by today's human resource professionals. Volume 1 puts the focus on the definition of terms and practices that are most relevant to today's human resource management (HRM) professionals. The contributors bring an up-to-date perspective of HRM definitions and practices and for ease of access, the terms are presented in alphabetical order. Each contributor includes the most recent research on a particular topic and summarizes a new and progressive definition of these important terms. The book begins with an enlightening discussion of the evolving practice of talent management and contains the following topics: Affirmative Action, Assessment, Business Ethics, Campus Recruitment, Career Development, Compensation, Drug Tests, Employee Relations, Flexible Benefits, Glass Ceiling, HR Metrics and Analytics, Mergers and Acquisitions, National Labor Relations Act, Quality Circles, Recruitment and Selection, Self-Directed Work Teams, Social Responsibility, Strategic Human Resource Management, Training Needs Analysis, Work Family Balance, and more. The Encyclopedia of Human Resource Management gives human resource professionals the knowledge, information, and tools needed to implement the best practices in the field.

Call Center Operation

Author : Duane Sharp
Publisher : Elsevier
ISBN 13 : 0080490611
Total Pages : 320 pages
Book Rating : 4.0/5 (84 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 Elsevier. This book was released on 2003-05-14 with total page 320 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

Performance Improvement Planning

Author : United States. Federal Aviation Administration. Great Lakes Region. Human Resource Management Division
Publisher :
ISBN 13 :
Total Pages : 4 pages
Book Rating : 4.3/5 ( download)

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Book Synopsis Performance Improvement Planning by : United States. Federal Aviation Administration. Great Lakes Region. Human Resource Management Division

Download or read book Performance Improvement Planning written by United States. Federal Aviation Administration. Great Lakes Region. Human Resource Management Division and published by . This book was released on 1987 with total page 4 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Winning Well

Author : Karin Hurt
Publisher : HarperChristian + ORM
ISBN 13 : 0814437265
Total Pages : 298 pages
Book Rating : 4.8/5 (144 download)

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Book Synopsis Winning Well by : Karin Hurt

Download or read book Winning Well written by Karin Hurt and published by HarperChristian + ORM. This book was released on 2016-04-15 with total page 298 pages. Available in PDF, EPUB and Kindle. Book excerpt: To succeed in today’s hypercompetitive economy, managers must master creating a productive work environment for employees while still making numbers. Tense, overextended workplaces force managers to choose between results and relationships. Executives set aggressive goals, so managers drive their teams to deliver, resulting in burnout. Or, employees seek connection and support, so managers focus on relationships and fail to make the numbers. However, managers need to achieve both. In Winning Well, managers will learn how to: Stamp out the corrosive win-at-all-costs mentality Focus on the game, not just the score Reinforce behaviors that produce results Sustain energy and momentum Be the leader people want to work for To prevent burnout and disengagement, while still achieving the necessary success for the company, managers must learn how to get their employees productive while creating an environment that makes them want to produce even more. Winning Well offers a quick, practical action plan for making the workplace productive, rewarding, and even fun.

Fanatical Prospecting

Author : Jeb Blount
Publisher : John Wiley & Sons
ISBN 13 : 1119144760
Total Pages : 311 pages
Book Rating : 4.1/5 (191 download)

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Book Synopsis Fanatical Prospecting by : Jeb Blount

Download or read book Fanatical Prospecting written by Jeb Blount and published by John Wiley & Sons. This book was released on 2015-09-29 with total page 311 pages. Available in PDF, EPUB and Kindle. Book excerpt: Ditch the failed sales tactics, fill your pipeline, and crush your number With over 500,000 copies sold Fanatical Prospecting gives salespeople, sales leaders, entrepreneurs, and executives a practical, eye-opening guide that clearly explains the why and how behind the most important activity in sales and business development—prospecting. The brutal fact is the number one reason for failure in sales is an empty pipe and the root cause of an empty pipeline is the failure to consistently prospect. By ignoring the muscle of prospecting, many otherwise competent salespeople and sales organizations consistently underperform. Step by step, Jeb Blount outlines his innovative approach to prospecting that works for real people, in the real world, with real prospects. Learn how to keep the pipeline full of qualified opportunities and avoid debilitating sales slumps by leveraging a balanced prospecting methodology across multiple prospecting channels. This book reveals the secrets, techniques, and tips of top earners. You’ll learn: Why the 30-Day Rule is critical for keeping the pipeline full Why understanding the Law of Replacement is the key to avoiding sales slumps How to leverage the Law of Familiarity to reduce prospecting friction and avoid rejection The 5 C’s of Social Selling and how to use them to get prospects to call you How to use the simple 5 Step Telephone Framework to get more appointments fast How to double call backs with a powerful voice mail technique How to leverage the powerful 4 Step Email Prospecting Framework to create emails that compel prospects to respond How to get text working for you with the 7 Step Text Message Prospecting Framework And there is so much more! Fanatical Prospecting is filled with the high-powered strategies, techniques, and tools you need to fill your pipeline with high quality opportunities. In the most comprehensive book ever written about sales prospecting, Jeb Blount reveals the real secret to improving sales productivity and growing your income fast. You’ll gain the power to blow through resistance and objections, gain more appointments, start more sales conversations, and close more sales. Break free from the fear and frustration that is holding you and your team back from effective and consistent prospecting. It's time to get off the feast or famine sales roller-coaster for good!

Performance Management for the Oil, Gas, and Process Industries

Author : Robert Bruce Hey
Publisher : Gulf Professional Publishing
ISBN 13 : 0128104473
Total Pages : 742 pages
Book Rating : 4.1/5 (281 download)

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Book Synopsis Performance Management for the Oil, Gas, and Process Industries by : Robert Bruce Hey

Download or read book Performance Management for the Oil, Gas, and Process Industries written by Robert Bruce Hey and published by Gulf Professional Publishing. This book was released on 2017-04-06 with total page 742 pages. Available in PDF, EPUB and Kindle. Book excerpt: Performance Management for the Oil, Gas, and Process Industries: A Systems Approach is a practical guide on the business cycle and techniques to undertake step, episodic, and breakthrough improvement in performance to optimize operating costs. Like many industries, the oil, gas, and process industries are coming under increasing pressure to cut costs due to ongoing construction of larger, more integrated units, as well as the application of increasingly stringent environmental policies. Focusing on the 'value adder' or 'revenue generator' core system and the company direction statement, this book describes a systems approach which assures significant sustainable improvements in the business and operational performance specific to the oil, gas, and process industries. The book will enable the reader to: utilize best practice principles of good governance for long term performance enhancement; identify the most significant performance indicators for overall business improvement; apply strategies to ensure that targets are met in agreed upon time frames. - Describes a systems approach which assures significant sustainable improvements in the business and operational performance specific to the oil, gas, and process industries - Helps readers set appropriate and realistic short-term/ long-term targets with a pre-built facility health checker - Elucidates the relationship between PSM, OHS, and Asset Integrity with an increased emphasis on behavior-based safety - Discusses specific oil and gas industry issues and examples such as refinery and gas plant performance initiatives and hydrocarbon accounting

The Ultimate Guide to Business Process Management

Author : Theodore Panagacos
Publisher : Createspace Independent Publishing Platform
ISBN 13 : 9781477486139
Total Pages : 0 pages
Book Rating : 4.4/5 (861 download)

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Book Synopsis The Ultimate Guide to Business Process Management by : Theodore Panagacos

Download or read book The Ultimate Guide to Business Process Management written by Theodore Panagacos and published by Createspace Independent Publishing Platform. This book was released on 2012-09-25 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: In this step by step guide, former Management Consultant and change management expert Theodore Panagacos walks you through the entire discipline of Business Process Management. Learn how to fast track your orgnaization's strategy to govern processes, create a process culture, and measure business performance. Best of all, this crystal-clear, convenient sized book can be put to work in your organization immediately!

It's the Manager

Author : Jim Clifton
Publisher : Gallup Press
ISBN 13 : 9781595622242
Total Pages : 0 pages
Book Rating : 4.6/5 (222 download)

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Book Synopsis It's the Manager by : Jim Clifton

Download or read book It's the Manager written by Jim Clifton and published by Gallup Press. This book was released on 2019-05-07 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Who will lead your workforce during rapid change? Gallup research reveals: It’s the manager. While the world’s workplace has been going through historic change, the practice of management has been stuck in time for decades. The new workforce — especially younger generations — wants their work to have deep mission and purpose. They don’t want old-style command-and-control bosses. They want coaches who inspire them, communicate with them frequently and develop their strengths. Who is the most important person in your organization to lead your teams through these changes? Decades of global Gallup research reveal: It’s your managers. They are the ones who make or break your organization’s success. Packed with 52 discoveries from Gallup’s largest study of the future of work, It’s the Manager shows leaders and managers how to adapt their organizations to rapid change — from new workplace demands to the challenges of managing remote employees, the rise of artificial intelligence, gig workers, and attracting and keeping today’s best employees. Great managers maximize the potential of every team member and drive your organization’s growth. And they give every one of your employees what they want most: a great job and a great life. This is the future of work. It’s the Manager includes a unique code to take the CliftonStrengths assessment, which reveals your top five strengths, as well as supplemental content available on Gallup’s online workplace platform.

The 4 Disciplines of Execution

Author : Chris McChesney
Publisher : Simon and Schuster
ISBN 13 : 1451627068
Total Pages : 352 pages
Book Rating : 4.4/5 (516 download)

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Book Synopsis The 4 Disciplines of Execution by : Chris McChesney

Download or read book The 4 Disciplines of Execution written by Chris McChesney and published by Simon and Schuster. This book was released on 2016-04-12 with total page 352 pages. Available in PDF, EPUB and Kindle. Book excerpt: BUSINESS STRATEGY. "The 4 Disciplines of Execution "offers the what but also how effective execution is achieved. They share numerous examples of companies that have done just that, not once, but over and over again. This is a book that every leader should read! (Clayton Christensen, Professor, Harvard Business School, and author of "The Innovator s Dilemma)." Do you remember the last major initiative you watched die in your organization? Did it go down with a loud crash? Or was it slowly and quietly suffocated by other competing priorities? By the time it finally disappeared, it s likely no one even noticed. What happened? The whirlwind of urgent activity required to keep things running day-to-day devoured all the time and energy you needed to invest in executing your strategy for tomorrow. "The 4 Disciplines of Execution" can change all that forever.

Course ILT

Author : Course Technology, Inc
Publisher :
ISBN 13 : 9780619148607
Total Pages : 0 pages
Book Rating : 4.1/5 (486 download)

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Book Synopsis Course ILT by : Course Technology, Inc

Download or read book Course ILT written by Course Technology, Inc and published by . This book was released on 2003-02-28 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: This ILT Series course give students an overview of inbound call centers, managerial roles, and technologies that affect call centers. The course teaches students how to establish a call center, identify the call center managers' typical responsibilities, and determine the necessary technologies needed to best serve the company's customers, identify customer expectations, reduce the percentage of lost calls, calculate staff levels, and identify the reports that are used to evaluate a call center's performance. Students will also learn about establishing service goals, identifying areas for attention, and communicating effectively with executives. Course activities also cover reducing turnover, training employees effectively, managing employee stress, motivating, and communicating with employees. Finally, students will learn how to evaluate employee performance and establish monitoring programs. The manual is designed for quick scanning in the classroom and filled with interactive exercises that help ensure student success.

The Service Culture Handbook

Author : Jeff Toister
Publisher :
ISBN 13 : 9780692842003
Total Pages : 188 pages
Book Rating : 4.8/5 (42 download)

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Book Synopsis The Service Culture Handbook by : Jeff Toister

Download or read book The Service Culture Handbook written by Jeff Toister and published by . This book was released on 2017-03-23 with total page 188 pages. Available in PDF, EPUB and Kindle. Book excerpt: Imagine you could develop a customer-focused culture so powerful that your employees always seem to do the right thing. They encourage each other, proactively solve problems, and constantly look for ways to go the extra mile. In short, imagine a workplace culture where employees were absolutely obsessed with customer service. The Service Culture Handbook is a step-by-step guide to help you develop a customer-focused culture in your company, department, or location. Whether you're just beginning your journey, or have been working on culture for years, this handbook will prepare you to take the next step. You'll receive actionable advice, straightforward exercises, and proven tools you can utilize immediately. Learn the one thing that forms the foundation of every great culture. Discover what customer-focused companies do differently to engage their employees. And explore ways to strategically align every facet of your organization with outstanding service. Creating and sustaining a customer-focused culture is a never-ending journey that takes hard work, dedication, and commitment. The Service Culture Handbook is an indispensable resource to help you and your employees stay headed in the right direction. Praise for The Service Culture Handbook: "The Service Culture Handbook provides the poignant inspiration and practical instruction for the difficult work of transforming a service culture into one that is distinctive, successful, and permanent." -Chip R. Bell, author of Kaleidoscope: Delivering Innovative Service That Sparkles "Though research continues to uncover the astonishing impact of customer-focused cultures on customer loyalty and business results, few organizations know how to get there. Jeff Toister unlocks that mystery through this practical (and fun to read!) guide to developing a culture that really works." -Brad Cleveland, founding partner and former CEO, International Customer Management Institute