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Service Operations Management In Call Centres
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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.
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 Cases in Call Center Management by : Richard Feinberg
Download or read book Cases in Call Center Management written by Richard Feinberg and published by Purdue University Press. This book was released on 2005 with total page 372 pages. Available in PDF, EPUB and Kindle. Book excerpt: Written by authorities on the call center industry, this book brings to light the strategic importance of call centers in today's business world. As interactions with customers move away from person-to-person the call center is becoming a vital force for corporate marketing and communication.
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 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
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:
Book Synopsis Gower Handbook of Call and Contact Centre Management by : Natalie Calvert
Download or read book Gower Handbook of Call and Contact Centre Management written by Natalie Calvert and published by Gower Publishing, Ltd.. This book was released on 2004 with total page 378 pages. Available in PDF, EPUB and Kindle. Book excerpt: This handbook provides an important tool in understanding and dealing with a wide range of management issues in call centres and contact centres.
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.
Book Synopsis Service And Operations Management by : Cengiz Haksever
Download or read book Service And Operations Management written by Cengiz Haksever and published by World Scientific Publishing Company. This book was released on 2017-12-26 with total page 691 pages. Available in PDF, EPUB and Kindle. Book excerpt: The purpose of this book is to provide cutting-edge information on service management such as the role services play in an economy, service strategy, ethical issues in services and service supply chains. It also covers basic topics of operations management including linear and goal programming, project management, inventory management and forecasting.This book takes a multidisciplinary approach to services and operational management challenges; it draws upon the theory and practice in many fields of study such as economics, management science, statistics, psychology, sociology, ethics and technology, to name a few. It contains chapters most textbooks do not include, such as ethics, management of public and non-profit service organizations, productivity and measurement of performance, routing and scheduling of service vehicles.An Instructor's Solutions Manual is available upon request for all instructors who adopt this book as a course text. Please send your request to [email protected].
Book Synopsis Service Operations Management by : John McManus
Download or read book Service Operations Management written by John McManus and published by Bloomsbury Publishing. This book was released on 2019-10-12 with total page 318 pages. Available in PDF, EPUB and Kindle. Book excerpt: This engaging and accessible textbook explores the challenges and complexities of managing operations in a service industry setting. Comprehensive in scope, this textbook considers key concepts from strategy and operations management from a global services perspective and integrates traditional theory with cutting-edge contemporary examples. Taking a student-centred approach, it gives the reader a solid understanding of the key issues faced by contemporary service organisations, from managing and reviewing risk to managing supplier relationships. Rich pedagogy, integrated online resources and relevant international case studies develop strategic thinking skills and equip students with the essential tools and techniques needed to plan, design, manage and control operations in diverse service industry contexts. This is an ideal textbook for students of service operations management at undergraduate, postgraduate and MBA level.
Book Synopsis Workforce Cross Training by : David A. Nembhard
Download or read book Workforce Cross Training written by David A. Nembhard and published by CRC Press. This book was released on 2007-04-25 with total page 354 pages. Available in PDF, EPUB and Kindle. Book excerpt: In today's ultra-competitive global business environment, it is becoming increasingly important for companies to reduce spending while simultaneously improving their efficiency and productivity. To achieve this goal, many organizations are opting to implement cross training programs in order to maximize the potential of their existing workforce, th
Book Synopsis Service Operations Management, Second Edition by : David W. Parker
Download or read book Service Operations Management, Second Edition written by David W. Parker and published by Edward Elgar Publishing. This book was released on 2018-06-29 with total page 587 pages. Available in PDF, EPUB and Kindle. Book excerpt: Service Operations Management, Second Edition provides a global perspective on service operations, with expanded coverage of service operations for not-for-profit agencies, charities, NGOs and utilities, alongside commercial companies. With new, updated case studies and original research embracing big-data analytics and neurolinguistics in building customer service systems, this book will be an invaluable tool for postgraduate and MBA students of service operations and undergraduates specialising in hospitality, tourism and public sector management.
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 Centres and Human Resource Management by : Stephen Deery
Download or read book Call Centres and Human Resource Management written by Stephen Deery and published by Palgrave Macmillan. This book was released on 2004-04-03 with total page 256 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book looks at Human Resource Management in call centers from an international perspective using research from leading academics in the field. The characteristics and features of working in a call center are examined by the effects that this type of work has on employees and their responses to it. It also looks at implications for employers and policy makers.
Book Synopsis Gower Handbook of Call and Contact Centre Management by : Natalie Calvert
Download or read book Gower Handbook of Call and Contact Centre Management written by Natalie Calvert and published by Routledge. This book was released on 2017-05-15 with total page 368 pages. Available in PDF, EPUB and Kindle. Book excerpt: Call centres and contact centres form an important and rapidly growing part of today's business world. They present a range of management challenges, from strategic decisions about how to develop a customer strategy, business planning, through to detailed considerations of staffing levels and appropriate technology. This new handbook, the first of its kind, provides a unique insight giving expert opinions on how to get the most out of your contact centre operations. Natalie Calvert, a specialist in the field, has brought together a team of 35 experienced practitioners who provide invaluable knowledge, share their experiences and draw on real-life examples to suggest practical solutions on a wide range of topics. This handbook is an indispensible guide and reference for call and contact centre managers, HR specialists and senior executives responsible for marketing, sales or customer services. The handbook is divided into six parts: I The business plan II The people factor III Contact centre technology IV Standards, processes, and outsourcing V Building profitable customer relationships VI The future.
Book Synopsis Wake Up Your Call Center by : Rosanne D'Ausilio
Download or read book Wake Up Your Call Center written by Rosanne D'Ausilio and published by Purdue University Press. This book was released on 2005 with total page 236 pages. Available in PDF, EPUB and Kindle. Book excerpt: Annotation Fourth edition includes the Training Imperative, Self Service, Updated Statistics, and Expanded References.
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:
