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Contact Center Workforce Management A Complete Guide 2020 Edition
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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 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 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 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 Complete Guide to Human Resources and the Law, 2020 Edition by : Shilling
Download or read book Complete Guide to Human Resources and the Law, 2020 Edition written by Shilling and published by Wolters Kluwer. This book was released on 2019-08-23 with total page 1878 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Complete Guide to Human Resources and the Law will help you navigate complex and potentially costly Human Resources issues. You'll know what to do (and what not to do) to avoid costly mistakes or oversights, confront HR problems - legally and effectively - and understand the rules. The Complete Guide to Human Resources and the Law offers fast, dependable, plain English legal guidance for HR-related situations from ADA accommodation, diversity training, and privacy issues to hiring and termination, employee benefit plans, compensation, and recordkeeping. It brings you the most up-to-date information as well as practical tips and checklists in a well-organized, easy-to-use resource. Previous Edition: Complete Guide to Human Resources and the Law, 2018 Edition ISBN 9781454899945
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 Managing and Motivating Contact Center Employees by : Malcolm Carlaw
Download or read book Managing and Motivating Contact Center Employees written by Malcolm Carlaw and published by McGraw Hill Professional. This book was released on 2003-01-14 with total page 319 pages. Available in PDF, EPUB and Kindle. Book excerpt: Managing and Motivating Contact Center Employees reveals how to boost morale, streamline business processes, and inspire outstanding performance from frontline sales and service staff. This creative and practical book gives instant help to anyone who knows the difficulties of managing in the diverse and dynamic contact center environment.
Book Synopsis Performance Management by : Herman Aguinis
Download or read book Performance Management written by Herman Aguinis and published by SAGE Publications. This book was released on 2024-01-08 with total page 357 pages. Available in PDF, EPUB and Kindle. Book excerpt: Formerly published by Chicago Business Press, now published by Sage Performance Management, Fifth Edition covers the design and implementation of effective and successful performance management systems – the key tools that can be used to transform employee talent and motivation into a strategic business advantage. Author Herman Aguinis focuses on research-based findings and up-to-date applications that consider the changing nature of work and organizations. Hear the author share teaching strategies using content from the Fifth Edition.
Book Synopsis SAP SuccessFactors Employee Central by : Luke Marson
Download or read book SAP SuccessFactors Employee Central written by Luke Marson and published by SAP PRESS. This book was released on 2017-10-26 with total page 741 pages. Available in PDF, EPUB and Kindle. Book excerpt: Revised edition of the authors' SAP SuccessFactors employee central, [2016]
Book Synopsis Management Practices for Engaging a Diverse Workforce by : Manish Gupta
Download or read book Management Practices for Engaging a Diverse Workforce written by Manish Gupta and published by CRC Press. This book was released on 2020-11-01 with total page 320 pages. Available in PDF, EPUB and Kindle. Book excerpt: This unique volume shows how to tackle the challenges of diversity in the workplace. It addresses the need to keep the workforce engaged while taking into consideration the diverse backgrounds of employees. The book explores 12 themes of workforce diversity and culture, including differences of race, religion, gender, sexuality, income class, education level, marital status, generation/age, physical ability, and more. Focusing on the benefits of engaging a diverse workforce, the volume considers the issue through the different stages of the human resource process, including recruitment, selection, performance appraisal, demand forecasting, supply forecasting, job description and specification, job analysis and evaluation, training and development, career planning and development, succession planning, etc. Employing an abundance of case studies, the volume enables readers to comprehend what it means to have a diverse workforce and how to engage such a workforce for the betterment of the employees as well as the employer. The volume acts as a textbook for courses on diversity in human resource management as well as a valuable resource for HRM and other management professionals. The discussions and questions sections will be useful for faculty, and the short case studies are designed to keep students interested and engaged.
Download or read book Ask a Manager written by Alison Green and published by Ballantine Books. This book was released on 2018-05-01 with total page 306 pages. Available in PDF, EPUB and Kindle. Book excerpt: From the creator of the popular website Ask a Manager and New York’s work-advice columnist comes a witty, practical guide to 200 difficult professional conversations—featuring all-new advice! There’s a reason Alison Green has been called “the Dear Abby of the work world.” Ten years as a workplace-advice columnist have taught her that people avoid awkward conversations in the office because they simply don’t know what to say. Thankfully, Green does—and in this incredibly helpful book, she tackles the tough discussions you may need to have during your career. You’ll learn what to say when • coworkers push their work on you—then take credit for it • you accidentally trash-talk someone in an email then hit “reply all” • you’re being micromanaged—or not being managed at all • you catch a colleague in a lie • your boss seems unhappy with your work • your cubemate’s loud speakerphone is making you homicidal • you got drunk at the holiday party Praise for Ask a Manager “A must-read for anyone who works . . . [Alison Green’s] advice boils down to the idea that you should be professional (even when others are not) and that communicating in a straightforward manner with candor and kindness will get you far, no matter where you work.”—Booklist (starred review) “The author’s friendly, warm, no-nonsense writing is a pleasure to read, and her advice can be widely applied to relationships in all areas of readers’ lives. Ideal for anyone new to the job market or new to management, or anyone hoping to improve their work experience.”—Library Journal (starred review) “I am a huge fan of Alison Green’s Ask a Manager column. This book is even better. It teaches us how to deal with many of the most vexing big and little problems in our workplaces—and to do so with grace, confidence, and a sense of humor.”—Robert Sutton, Stanford professor and author of The No Asshole Rule and The Asshole Survival Guide “Ask a Manager is the ultimate playbook for navigating the traditional workforce in a diplomatic but firm way.”—Erin Lowry, author of Broke Millennial: Stop Scraping By and Get Your Financial Life Together
Book Synopsis Advice from a Call Center Geek by : Thomas Laird
Download or read book Advice from a Call Center Geek written by Thomas Laird and published by . This book was released on 2018-08-21 with total page 90 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Advice from a Call Center Geek: Rethinking Call Center Operations is a field manual for the 21st century contact center. Practical, poignant, and funny, Tom dishes out amazing real-world advice that has made his organization successful. From culture to education to incentives, Tom addresses the key areas to make your contact center world-class!"Paul HerdmanHead of Customer ExperienceNICE inContactAdvice From a Call Center Geek takes a look at a new way of running today's high end contact center. Tom Laird, the CEO of award winning Expivia Interaction Marketing, 600 seat BPO call center guides you through the process of developing a world class operation.This book will take you through the process of evaluating and changing your call center's culture, how to look beyond a resume to hire the "right" associates and show you how to educate for quality while maintaining high level management. Advice from a Call Center Geek will make you rethink how the call center manager of today should be looking at running their call center.
Book Synopsis The Future of the Nursing Workforce in the United States by : Peter Buerhaus
Download or read book The Future of the Nursing Workforce in the United States written by Peter Buerhaus and published by Jones & Bartlett Publishers. This book was released on 2009-10-06 with total page 329 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Future of the Nursing Workforce in the United States: Data, Trends and Implications provides a timely, comprehensive, and integrated body of data supported by rich discussion of the forces shaping the nursing workforce in the US. Using plain, jargon free language, the book identifies and describes the key changes in the current nursing workforce and provide insights about what is likely to develop in the future. The Future of the Nursing Workforce offers an in-depth discussion of specific policy options to help employers, educators, and policymakers design and implement actions aimed at strengthening the current and future RN workforce. The only book of its kind, this renowned author team presents extensive data, exhibits and tables on the nurse labor market, how the composition of the workforce is evolving, changes occurring in the work environment where nurses practice their profession, and on the publics opinion of the nursing profession.
Download or read book Fully Staffed written by Eric Chester and published by Sound Wisdom. This book was released on 2020-04-20 with total page 359 pages. Available in PDF, EPUB and Kindle. Book excerpt: If you’ve ever struggled to keep your business staffed with high-performing, loyal employees—even for “unsexy” jobs with high turnover rates—this book is here to solve your hiring and retention woes. Fully Staffed will give you an edge over your competitors by enabling you to streamline your hiring process, expand your brand awareness through job advertising, build a pipeline of qualified candidates ready to fill positions before they’re even vacant, and refine your hiring funnel so that these superstar employees stay with you for the long haul. Packed full of comprehensive research on the resources and strategies available to today's business owners, as well as the stories of business owners and leaders who have utilized them with great success, Fully Staffed lives up to its subtitle of being THE definitive guide to finding and keeping great employees in the worst labor market ever. Each chapter will help you replace desperation with a solid plan of action, as you discover: Why the most crucial employment strategy is perfecting your workplace culture How to implement thoughtful, unique, and digitally-minded job advertising techniques How to leverage the power of community, educational, and governmental networks and programs How to harness the value in under-tapped labor pools like veterans, retirees, ex-offenders, and people with disabilities And how to optimize your onboarding and retention processes In this tough labor market, where the job hunters have become the hunted, employers can’t rely on the hiring tactics of yesteryear. They have to ditch poorly placed “Help Wanted” ads and stop hiring every candidate who walks through the door. Instead, they must be thoughtful about who they want to hire, where and when they will advertise for open positions, how they want to onboard them, and why professional development matters. Read it in part or in full—this encyclopedic guide to hiring and retention has every tip and tactic you need in the common-sense language you want to quickly and easily get off the hire/train/turnover treadmill and get your business FULLY STAFFED.
Book Synopsis A Comprehensive Guide to Graduate Enrollment Management by : Joseph H. Paris
Download or read book A Comprehensive Guide to Graduate Enrollment Management written by Joseph H. Paris and published by Taylor & Francis. This book was released on 2024-03-20 with total page 335 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book elucidates the intricacies and obscurities of graduate enrollment management, allowing scholars and professionals to advance research and practice in the field. Masterfully drawing upon scholarly and applied literatures pertaining to graduate admissions, marketing, strategic planning, and more, chapters present original empirical research and practical case studies that offer readers plentiful strategies, models, and frameworks for approaching graduate enrollment management at their own institutions. This guidebook positions higher education leaders, scholars, and graduate enrollment professionals to effectively address challenges that inhibit the work of increasing equity in graduate education and improving graduate student outcomes.
Book Synopsis Government Can Deliver: A Practitioner's Guide to Improving Agency Effectiveness and Efficiency by : Richard A. Spires
Download or read book Government Can Deliver: A Practitioner's Guide to Improving Agency Effectiveness and Efficiency written by Richard A. Spires and published by BookLocker.com, Inc.. This book was released on 2023-06-20 with total page 307 pages. Available in PDF, EPUB and Kindle. Book excerpt: Government Can Deliver presents a framework for government agency performance improvement designed to change an inefficient culture and drive operational excellence. It outlines how government leaders can drive such change, and most importantly, it presents a proven approach for creating an environment that will affect positive change. This framework, a set of practical attributes and implementable best practices tailored for government agencies, is based on real-world experiences in which government did deliver. There are examples in each chapter of agencies that implemented elements of this framework and the resulting impact on agencies’ operational performance. And while mainly using examples from large federal government agencies, this book can aid those in all levels of government and differing agency sizes. In writing this book, Richard endeavored to create a practical guide on transforming government agencies that can benefit all readers—whether you have made government service your life, study government as an academician or student, or are simply a concerned citizen. After establishing the need for improved government operations , the book presents attributes and best practices for eight solution functions. When properly addressed, each of these functions can, individually and collectively, significantly improve an agency’s performance. The examples and arguments can help agency leaders justify implementing the necessary attributes and best practices to improve their agency’s performance. The final chapter provides recommendations on how a government agency can develop a transformation plan to incrementally implement the attributes and best practices for each of these eight functions. Richard has seen first-hand the amazing things government agencies can accomplish when they have experienced, capable leaders, adopt best practices tailored for government, and appropriately leverage technology to support improved operations. Change is hard, but through government leaders’ and employees’ efforts focused on implementing the right changes, agencies can significantly improve their operational performance. Under the right conditions, magic can and does happen.
Book Synopsis Developing and Maintaining Emergency Operations Plans by : United States. Federal Emergency Management Agency
Download or read book Developing and Maintaining Emergency Operations Plans written by United States. Federal Emergency Management Agency and published by . This book was released on 2010 with total page 75 pages. Available in PDF, EPUB and Kindle. Book excerpt: Comprehensive Preparedness Guide (CPG) 101 provides guidelines on developing emergency operations plans (EOP). It promotes a common understanding of the fundamentals of risk-informed planning and decision making to help planners examine a hazard or threat and produce integrated, coordinated, and synchronized plans. The goal of CPG 101 is to make the planning process routine across all phases of emergency management and for all homeland security mission areas. This Guide helps planners at all levels of government in their efforts to develop and maintain viable all-hazards, all-threats EOPs. Accomplished properly, planning provides a methodical way to engage the whole community in thinking through the life cycle of a potential crisis, determining required capabilities, and establishing a framework for roles and responsibilities. It shapes how a community envisions and shares a desired outcome, selects effective ways to achieve it, and communicates expected results. Each jurisdiction's plans must reflect what that community will do to address its specific risks with the unique resources it has or can obtain.
Book Synopsis Handbook of School Mental Health by : Steven W. Evans
Download or read book Handbook of School Mental Health written by Steven W. Evans and published by Springer Nature. This book was released on 2023-02-28 with total page 561 pages. Available in PDF, EPUB and Kindle. Book excerpt: The handbook provides thoughtful and provocative critiques of the science and practice of school mental health. It examines intervention science and implementation science and the study of professional development and stakeholder engagement. The volume outlines the relevant issues facing the field of school mental health and provides a framework for the areas of study. Chapters critique the science in a specific area, draw innovative connections between findings, and present new information about their area of expertise. This handbook provides a concise and critical update of the literature in school mental health and is an essential resource for those from the wide range of disciplines that constitute the science and practice of school mental health. Key topics featured include: Promoting meaningful engagement and leadership in school mental health by diverse stakeholders. Training, coaching, and workforce development in school mental health. Intervention science for children with specific needs (e.g., anxiety, depression, trauma, autism). Innovations in scaling-up and Implementation science, focusing on such topics as multitiered systems of support and scaleup of positive behavior support strategies. The handbook is an essential reference for researchers, graduate students, and other professionals in child and school psychology, special and general education, public health, school nursing, occupational therapy, psychiatry, social work and counseling, educational policy, and family advocacy.
