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Call Center People Management Handbook And Study Guide
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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.
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 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 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
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 153 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 A Handbook of Human Resource Management Practice by : Michael Armstrong
Download or read book A Handbook of Human Resource Management Practice written by Michael Armstrong and published by Kogan Page Publishers. This book was released on 2006 with total page 1012 pages. Available in PDF, EPUB and Kindle. Book excerpt: A fully updated and revised tenth edition of this classic, best selling textbook. It remains the primary text for all students studying HRM - both undergraduate and postgraduate, as well as for students of the Chartered Institute of Personnel and Development (CIPD) diploma. The Handbook also continues to be an essential reference source for all managers concerned with personnel and HRM issues. This new edition of A Handbook of Human Resource Management Practice contains a number of significant additions and revisions including substantial revisions to seventeen chapters and new chapters on: Human Capital Management, the Role of the Front Line Manager; HR Strategies; Developing and Implementing HR Strategies and Learning and Development. The new edition also contains updated material based on recent developments in HRM policy and practice and a wide range of surveys and research projects conducted by professional associations and research bodies.
Book Synopsis A Handbook of Management and Leadership by : Michael Armstrong
Download or read book A Handbook of Management and Leadership written by Michael Armstrong and published by Kogan Page Publishers. This book was released on 2005 with total page 260 pages. Available in PDF, EPUB and Kindle. Book excerpt: Providing guidance on the processes of management and leadership, this work presents particular reference to what managers and aspiring managers need to know about the skills of management and approaches to effective leadership.
Book Synopsis Managing to Change the World by : Alison Green
Download or read book Managing to Change the World written by Alison Green and published by John Wiley & Sons. This book was released on 2012-04-03 with total page 244 pages. Available in PDF, EPUB and Kindle. Book excerpt: Why getting results should be every nonprofit manager's first priority A nonprofit manager's fundamental job is to get results, sustained over time, rather than boost morale or promote staff development. This is a shift from the tenor of many management books, particularly in the nonprofit world. Managing to Change the World is designed to teach new and experienced nonprofit managers the fundamental skills of effective management, including: managing specific tasks and broader responsibilities; setting clear goals and holding people accountable to them; creating a results-oriented culture; hiring, developing, and retaining a staff of superstars. Offers nonprofit managers a clear guide to the most effective management skills Shows how to address performance problems, dismiss staffers who fall short, and the right way to exercising authority Gives guidance for managing time wisely and offers suggestions for staying in sync with your boss and managing up This important resource contains 41 resources and downloadable tools that can be implemented immediately.
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 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
Author :American Society for Healthcare Risk Management (ASHRM) Publisher :John Wiley & Sons ISBN 13 :0470443715 Total Pages :672 pages Book Rating :4.4/5 (74 download)
Book Synopsis Risk Management Handbook for Health Care Organizations by : American Society for Healthcare Risk Management (ASHRM)
Download or read book Risk Management Handbook for Health Care Organizations written by American Society for Healthcare Risk Management (ASHRM) and published by John Wiley & Sons. This book was released on 2009-03-27 with total page 672 pages. Available in PDF, EPUB and Kindle. Book excerpt: Risk Management Handbook for Health Care Organizations, Student Edition This comprehensive textbook provides a complete introduction to risk management in health care. Risk Management Handbook, Student Edition, covers general risk management techniques; standards of health care risk management administration; federal, state and local laws; and methods for integrating patient safety and enterprise risk management into a comprehensive risk management program. The Student Edition is applicable to all health care settings including acute care hospital to hospice, and long term care. Written for students and those new to the topic, each chapter highlights key points and learning objectives, lists key terms, and offers questions for discussion. An instructor's supplement with cases and other material is also available. American Society for Healthcare Risk Management (ASHRM) is a personal membership group of the American Hospital Association with more than 5,000 members representing health care, insurance, law, and other related professions. ASHRM promotes effective and innovative risk management strategies and professional leadership through education, recognition, advocacy, publications, networking, and interactions with leading health care organizations and government agencies. ASHRM initiatives focus on developing and implementing safe and effective patient care practices, preserving financial resources, and maintaining safe working environments.
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 Food and Nutrition Information and Educational Materials Center catalog by : Food and Nutrition Information Center (U.S.).
Download or read book Food and Nutrition Information and Educational Materials Center catalog written by Food and Nutrition Information Center (U.S.). and published by . This book was released on 1976 with total page 300 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis The Effective Change Manager's Handbook by : Richard Smith
Download or read book The Effective Change Manager's Handbook written by Richard Smith and published by Kogan Page Publishers. This book was released on 2014-11-03 with total page 632 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Effective Change Manager's Handbook helps practitioners, employers and academics define and practise change management successfully and develop change management maturity within their organization. A single-volume learning resource covering the range of knowledge required, it includes chapters from established thought leaders on topics ranging from benefits management, stakeholder strategy, facilitation, change readiness, project management and education and learning support. The Effective Change Manager's Handbook covers the whole process from planning to implementation, offering practical tools, techniques and models to effectively support any change initiative. The editors of The Effective Change Manager's Handbook - Richard Smith, David King, Ranjit Sidhu and Dan Skelsey - are all experienced international consultants and trainers in change management. All four editors worked on behalf of the Change Management Institute to co-author the first global change management body of knowledge, The Effective Change Manager, and are members of the APMG International examination panel for change management.
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!
Author :Food and Nutrition Information and Educational Materials Center (U.S.) Publisher : ISBN 13 : Total Pages :300 pages Book Rating :4.:/5 ( download)
Book Synopsis Food and Nutrition Information and Educational Materials Center Catalog by : Food and Nutrition Information and Educational Materials Center (U.S.)
Download or read book Food and Nutrition Information and Educational Materials Center Catalog written by Food and Nutrition Information and Educational Materials Center (U.S.) and published by . This book was released on 1973 with total page 300 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author :Food and Nutrition Information and Educational Materials Center (U.S.) Publisher : ISBN 13 : Total Pages :140 pages Book Rating :4.:/5 (3 download)
Book Synopsis Catalog. Supplement - Food and Nutrition Information and Educational Materials Center by : Food and Nutrition Information and Educational Materials Center (U.S.)
Download or read book Catalog. Supplement - Food and Nutrition Information and Educational Materials Center written by Food and Nutrition Information and Educational Materials Center (U.S.) and published by . This book was released on 1975 with total page 140 pages. Available in PDF, EPUB and Kindle. Book excerpt: Supplements 3-8 include bibliography and indexes / subject, personal author, corporate author, title, and media index.
