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The Complete Guide To Call And Contact Centre Management
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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 The Complete Guide to Call and Contact Centre Management by : Catriona Wallace
Download or read book The Complete Guide to Call and Contact Centre Management written by Catriona Wallace and published by Penguin Books. This book was released on 2003 with total page 246 pages. Available in PDF, EPUB and Kindle. Book excerpt: Call Centres are one of the fastest growing industries in the world, increasing every year by 40% globally and 25% in Australia. This text is a complete up-to-date bible for all call and contact centre professionals in Australia and the Asia Pacific region.
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 285 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
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 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 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 The Call Center Dictionary by : Madeline Bodin
Download or read book The Call Center Dictionary written by Madeline Bodin and published by CRC Press. This book was released on 2002-01-03 with total page 232 pages. Available in PDF, EPUB and Kindle. Book excerpt: Call centres have become the crucial front line for managing customer relationships. This book covers a range of call center terminology. It explains relevant terms, and provides the call center manager with a quick reference that covers the technology and operational issues that come up in running and improving a call center.
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 CallCenter Management by the Numbers by : Jon Anton
Download or read book CallCenter Management by the Numbers written by Jon Anton and published by Purdue University Press. This book was released on 1997 with total page 124 pages. Available in PDF, EPUB and Kindle. Book excerpt: Annotation With the emergence of the callcenter as a mission-critical part of the corporate customer service strategy, management of the callcenter has moved from a reactive "fire-fighting" style to a more proactive tactical style of professional management. Measurements drive behavior, and "you get what you measure and reward." The primary purpose of this book is to provide new professional callcenter managers with a methodology for "managing their callcenter by the numbers."
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.
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 2006-01-20 with total page 386 pages. Available in PDF, EPUB and Kindle. Book excerpt: Call Centers for Dummies is the ideal resource for call center managers. Using Call Centers for Dummies, the manager is equipped with a guide that, working under the principals of revenue generation, efficiency, and customer satisfaction, will improve results measurably. Instead of viewing the call center only as a cost center, managers, equipped with new tools, will be able to affect the bottom line through continuous. Part I: From the Ground Up: An Overview of the Call Center.Part II: The Master Plan: Finance, Analysis, and Resource Management.Part III: Making Life Better With Technology.Part IV: Ensuring Continuous Improvement'.Part V: Handling the Calls: Where It All Comes TogetherPart VI: The Part of Tens
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 Call Centre a Complete Guide - 2019 Edition by : Gerardus Blokdyk
Download or read book Call Centre a Complete Guide - 2019 Edition written by Gerardus Blokdyk and published by 5starcooks. This book was released on 2019-03-18 with total page 322 pages. Available in PDF, EPUB and Kindle. Book excerpt: Do you plan on purchasing an automated WFM system within the next year or so? If you allow your agents to cancel their vacation, does your WFM system automatically reschedule their attendance? Does your team offer any alternative full-time schedules to the typical 8 x 5 workweek? How are calls processed? What impact has the use of home agents had on your centers effectiveness? This astounding Call centre self-assessment will make you the assured Call centre domain veteran by revealing just what you need to know to be fluent and ready for any Call centre challenge. How do I reduce the effort in the Call centre work to be done to get problems solved? How can I ensure that plans of action include every Call centre task and that every Call centre outcome is in place? How will I save time investigating strategic and tactical options and ensuring Call centre costs are low? How can I deliver tailored Call centre advice instantly with structured going-forward plans? There's no better guide through these mind-expanding questions than acclaimed best-selling author Gerard Blokdyk. Blokdyk ensures all Call centre essentials are covered, from every angle: the Call centre self-assessment shows succinctly and clearly that what needs to be clarified to organize the required activities and processes so that Call centre outcomes are achieved. Contains extensive criteria grounded in past and current successful projects and activities by experienced Call centre practitioners. Their mastery, combined with the easy elegance of the self-assessment, provides its superior value to you in knowing how to ensure the outcome of any efforts in Call centre are maximized with professional results. Your purchase includes access details to the Call centre self-assessment dashboard download which gives you your dynamically prioritized projects-ready tool and shows you exactly what to do next. Your exclusive instant access details can be found in your book. You will receive the following contents with New and Updated specific criteria: - The latest quick edition of the book in PDF - The latest complete edition of the book in PDF, which criteria correspond to the criteria in... - The Self-Assessment Excel Dashboard - Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation - In-depth and specific Call centre Checklists - Project management checklists and templates to assist with implementation INCLUDES LIFETIME SELF ASSESSMENT UPDATES Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.
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 How to Survive (& Thrive) in a Call Centre by : Alison Mathiebe
Download or read book How to Survive (& Thrive) in a Call Centre written by Alison Mathiebe and published by . This book was released on 2011-08-01 with total page 238 pages. Available in PDF, EPUB and Kindle. Book excerpt: How to Survive (& Thrive) in a Call Centre teaches call centre agents to: - Contribute to the call centre's success - Provide outstanding customer service - Increase sales results - Improve their overall performance - Enjoy sustained energy and motivation - Reduce their stress levels - Manage and advance their careers "Alison Mathiebe has written a book that is clear, concise and comes from evident practical experience. It is certain to boost the confidence and success of those just entering (or considering) the profession, and is a great go-to resource for established call centre agents." Brad Cleveland bradcleveland.com/blog Author, Call Center Management on Fast Forward (ICMI Press) "How To Survive (& Thrive) in a Call Centre by Alison Mathiebe is a very welcome contribution which will help call centres to guide, support and inform new and existing call centre staff. In particular, it would prove a useful text to give to all new staff helping them understand and adjust to working in stimulating and sometimes challenging environments. The 24 chapters address the main topics and are short enough to provide bite-size learning for agents and operators. " John P. Wilson author of The Call Centre Training Handbook
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
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.
