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Author : Jamie Woodcock
Publisher : Pluto Press (UK)
ISBN 13 : 9780745399065
Total Pages : 0 pages
Book Rating : 4.3/5 (99 download)
Download or read book Working the Phones written by Jamie Woodcock and published by Pluto Press (UK). This book was released on 2017 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: A Marxist investigation into the forms of resistance occurring in the UK call centre today
Author : Ger Koole
Publisher : Lulu.com
ISBN 13 : 9082017903
Total Pages : 159 pages
Book Rating : 4.0/5 (82 download)
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.
Author : Christian Dormann
Publisher : Psychology Press
ISBN 13 : 9781841699691
Total Pages : 132 pages
Book Rating : 4.6/5 (996 download)
Download or read book Call Centre Work written by Christian Dormann and published by Psychology Press. This book was released on 2004 with total page 132 pages. Available in PDF, EPUB and Kindle. Book excerpt: This Special Issue is concerned with the working conditions at call centres, which harbour jobs of different levels of qualification.
Author : S. Pankaj
Publisher : APH Publishing
ISBN 13 : 9788176488426
Total Pages : 300 pages
Book Rating : 4.4/5 (884 download)
Download or read book Call Centre written by S. Pankaj and published by APH Publishing. This book was released on 2005 with total page 300 pages. Available in PDF, EPUB and Kindle. Book excerpt: Call centers today have emerged as not only a biggest employer but also as adynamic industry. Everyday thousands of people become part of this growingfraternity. This book helps in unveiling the hidden secrets of thisindustry from a practical perspective. It tries to cover the latesttrends, happenings and the changes happening in this industry.
Author : Real Bergevin
Publisher : John Wiley & Sons
ISBN 13 : 0470678402
Total Pages : 391 pages
Book Rating : 4.4/5 (76 download)
Download or read book Call Centers For Dummies written by Real Bergevin and published by John Wiley & Sons. This book was released on 2010-05-11 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.
Author : Julia Connell
Publisher : Routledge
ISBN 13 : 1134248814
Total Pages : 237 pages
Book Rating : 4.1/5 (342 download)
Download or read book Developments in the Call Centre Industry written by Julia Connell and published by Routledge. This book was released on 2006-09-27 with total page 237 pages. Available in PDF, EPUB and Kindle. Book excerpt: Over the past ten years there has been a massive growth in call centres worldwide. These centres are said to represent the most dynamic growth area in white-collar employment internationally since the mid 1990s. Yet the footloose and global nature of the industry means that jobs will always be susceptible to outsourced operations, ICT developments, public sector subsidization of business restructuring and re-location, and cheaper operations elsewhere. This book conducts a thorough analysis of this modern phenomenon.
Author : Sara Orthaber
Publisher : Springer Nature
ISBN 13 : 3031433203
Total Pages : 354 pages
Book Rating : 4.0/5 (314 download)
Download or read book (Im)politeness at a Slovenian Call Centre written by Sara Orthaber and published by Springer Nature. This book was released on 2023-11-03 with total page 354 pages. Available in PDF, EPUB and Kindle. Book excerpt: This volume covers the field of linguistic (im)politeness in a particular mediated, customer-oriented setting. It is the first book to do so across telephone, email and social media. It offers key insights into a unique customer service setting through authentic and spontaneous data analysis. The book looks at how customers and agents of a large public transport company engage in transactional services and impolite behaviour. This text is directed at scholars and practitioners working in communication, business discourse, (socio)pragmatics, interaction studies, and social media interactions. It is also of great value to students in applied linguistics and scholars of Slavic languages, particularly Slovenian. The cross-media study is also of value to public/private institutions to reflect on their work practices, helping them improve existing customer–service provider relationships. The diverse readership and appeal are essential features of this book. Examines mediated institutional talk and impoliteness in the Slovenian language Covers mediated service interactions, such as requests and complaints across three different media Provides in-depth insights into communication within a contemporary business environment
Author : Laurence Carter
Publisher : AuthorHouse
ISBN 13 : 9781477291672
Total Pages : 176 pages
Book Rating : 4.2/5 (916 download)
Download or read book Call Centre Training and Development written by Laurence Carter and published by AuthorHouse. This book was released on 2012-12-19 with total page 176 pages. Available in PDF, EPUB and Kindle. Book excerpt: The training and development team of an international call centre enterprise is faced with the challenge of creating a global workforce, dedicated to excellent customer service, and high quality operational results that drive business performance. High standards for employee performance must be nurtured in the organisation. The training and development team is responsible for producing and delivering training that can be effectively utilized in different global operational environments, with individuals of different cultural backgrounds. The goal is to train call centre employees who attain the same levels of productivity, quality and compliance across the global organisation. Training initiatives should be developed for effective use throughout the organisation, and should be able to generate the same level of competencies in workforce employees regardless of their location. In a highly competitive market for global call centre operations, training and development teams should be at the forefront of the planning and execution of training programs that generate excellent business results, while ensuring learning transfer in an enriching learning environment. This book is dedicated to reviewing aspects of call centre training and development to showcase what it takes to create a world class, productive and successful call centre training and development program.
Author : J.K. Tina Basi
Publisher : Routledge
ISBN 13 : 1134016352
Total Pages : 227 pages
Book Rating : 4.1/5 (34 download)
Download or read book Women, Identity and India's Call Centre Industry written by J.K. Tina Basi and published by Routledge. This book was released on 2009-06-02 with total page 227 pages. Available in PDF, EPUB and Kindle. Book excerpt: Introduction : 'a myriad of well-wishing "little sisters"' -- Globalizing India : the rise of the call centre and BPO industries -- Pinking and rethinking professional identities : the construction of women's work identities -- BTMs in BPOs : using sartorial strategies to establish patterns of identification and recognition -- Techs and the city : challenging patriarchal norms through spatial practice -- Conclusion : agency and identity.
Author : Natalie Calvert
Publisher : Gower Publishing, Ltd.
ISBN 13 : 9780566085109
Total Pages : 378 pages
Book Rating : 4.0/5 (851 download)
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.
Author : Chetan Bhagat
Publisher : Ballantine Books
ISBN 13 : 0307489086
Total Pages : 322 pages
Book Rating : 4.3/5 (74 download)
Download or read book One Night at the Call Center written by Chetan Bhagat and published by Ballantine Books. This book was released on 2008-12-10 with total page 322 pages. Available in PDF, EPUB and Kindle. Book excerpt: Press 1 for technical support. Press 2 for broken hearts. Press 3 if your life has totally crashed. . . . Six friends work nights at a call center in India, providing technical support for a major U.S. appliance corporation. Skilled in patience–and accent management–they help American consumers keep their lives running. Yet behind the headsets, everybody’s heart is on the line. Shyam (Sam to his callers) has lost his self-confidence after being dumped by the girl who just so happens to be sitting next to him. Priyanka’s domineering mother has arranged for her daughter’s upscale marriage to an Indian man in Seattle. Esha longs to be a model but discovers it’s a horizontal romp to the runway. Lost, dissatisfied Vroom has high ideals, but compromises them by talking on the phone to idiots each night. Traditional Radhika has just found out that her husband is sleeping with his secretary. And Military Uncle (nobody knows his real name) sits alone working the online chat. They all try to make it through their shifts–and maintain their sanity–under the eagle eye of a boss whose ego rivals his incompetence. But tonight is no ordinary night. Tonight is Thanksgiving in America: Appliances are going haywire, and the phones are ringing off their hooks. Then one call, from one very special caller, changes everything. Chetan Bhagat’s delicious romantic comedy takes us inside the world of the international call center, where cultural cross-wires come together with perfect pathos, hilarity, and spice.
Author :
Publisher : Pearson South Africa
ISBN 13 : 9781770250697
Total Pages : 200 pages
Book Rating : 4.2/5 (56 download)
Download or read book FCS Contact Centre Operations L3 written by and published by Pearson South Africa. This book was released on 2008 with total page 200 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Real Bergevin
Publisher : John Wiley & Sons
ISBN 13 : 0470677430
Total Pages : 391 pages
Book Rating : 4.4/5 (76 download)
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.
Author : Rosanne D'Ausilio
Publisher : Purdue University Press
ISBN 13 : 9781557533876
Total Pages : 236 pages
Book Rating : 4.5/5 (338 download)
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.
Author : Annette Lewis
Publisher : Anson Reed Limited
ISBN 13 : 0955262941
Total Pages : 230 pages
Book Rating : 4.9/5 (552 download)
Download or read book Winning at Customer Services and Call Centre Job Interviews Including Answers to the Interview Questions written by Annette Lewis and published by Anson Reed Limited. This book was released on 2006 with total page 230 pages. Available in PDF, EPUB and Kindle. Book excerpt: This comprehensive and intelligent guide has been written by top interviewers who have extensive experience within the Customer Services and Call Center sectors. They include model answers to 96 questions and four actual job interview scripts. (Careers/Job Opportunities)
Author : Albert J. Mills
Publisher : University of Toronto Press
ISBN 13 : 9781551930572
Total Pages : 604 pages
Book Rating : 4.9/5 (35 download)
Download or read book Organizational Behaviour in a Global Context written by Albert J. Mills and published by University of Toronto Press. This book was released on 2006-01-01 with total page 604 pages. Available in PDF, EPUB and Kindle. Book excerpt: "At last there is a lucid, well-written OB book, which covers key issues required in OB teaching, but which has a mind of its own. Students and faculty will recognize this is more than standard fare." - Bill Cooke, Manchester Business School
Author : Sarah Cook
Publisher : Kogan Page Publishers
ISBN 13 : 0749450665
Total Pages : 288 pages
Book Rating : 4.7/5 (494 download)
Download or read book Customer Care Excellence written by Sarah Cook and published by Kogan Page Publishers. This book was released on 2008 with total page 288 pages. Available in PDF, EPUB and Kindle. Book excerpt: Emphasizing both strategic and practical aspects of customer care, this work explains how gaining customer commitment and motivating employees to deliver an excellent service at all of a company's touch points can ensure successful results and satisfied customers.
