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Operations And Management Principles For Contact Centres
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Book Synopsis Operations and Management Principles for Contact Centres by : Esther Hoffmann
Download or read book Operations and Management Principles for Contact Centres written by Esther Hoffmann and published by Juta and Company Ltd. This book was released on 2008-09 with total page 476 pages. Available in PDF, EPUB and Kindle. Book excerpt: Several South African agencies, institutes, organizations, and professional bodies are promoting and developing contact-center operations in order to satisfy international and national market demands. Accordingly, additional information, knowledge, and experience are needed to improve on how organizations integrate core business processes into these contact-centers. Responding to this need, the industry is now being represented in higher education. Featuring sections on managing contact-center performance, recruiting, training, and motivating staff- and customer-relations management, this comprehensive course guide, cowritten by several experts in the field, is ideal for institutions offering courses for contact-center agents and anyone working in the contact-center industry.
Book Synopsis Operations and Management Principles for Contact Centres by :
Download or read book Operations and Management Principles for Contact Centres written by and published by . This book was released on 2007 with total page 452 pages. Available in PDF, EPUB and Kindle. Book excerpt:
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 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 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 2010-05-11 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.
Book Synopsis Developments in the Call Centre Industry by : Julia Connell
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 225 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.
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 Call Centres and Human Resource Management by : S. Deery
Download or read book Call Centres and Human Resource Management written by S. Deery and published by Springer. This book was released on 2003-12-09 with total page 302 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book looks at human resource management in call centres from an international perspective and uses research from leading academics in the field. The characteristics and features of working in a call centre are examined, followed 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 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 Conducting a Contact Center Assessment by : Michael Cusack
Download or read book Conducting a Contact Center Assessment written by Michael Cusack and published by Createspace Independent Publishing Platform. This book was released on 2013-01-11 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: How to evaluate the efficiency of your contact center operation, including key benchmarks and metrics relevant to process improvement, customer relationship management, knowledge management, human resources, workforce management, information technology and quality assurance. "Discovery" explains the Areas of Focus (Efficiency, Effectiveness, Capability and Differentiation), Functions (Customer-facing, Support, and Analytics), and Classifications that constitute the basis of a contact centre assessment. "Efficiency" considers aspects of Operations, Workforce Management and Process Management. "Effectiveness" deals with Customer Relationship Management, Knowledge Management, and Quality Assurance. "Capability" delves into Human Resources and Information Technology. "Differentiation" looks at the elements that separate the contact centre from competitors. "Assessment Outputs" explains how to analyse and present the data gathered during the assessment.
Book Synopsis Service Operations Management in Call Centres by : Dimitrios A. Vlouchakis
Download or read book Service Operations Management in Call Centres written by Dimitrios A. Vlouchakis and published by . This book was released on 1999 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Practical Contact Center Collaboration by : Ken Burnett
Download or read book Practical Contact Center Collaboration written by Ken Burnett and published by Dorrance Publishing. This book was released on 2011-05-10 with total page 444 pages. Available in PDF, EPUB and Kindle. Book excerpt:
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 . This book was released on 2006 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Written by authorities in the call center industry, Cases in Call Center Management brings to light the strategic importance of call centers in today s business world. While large corporations have explicit call centers, small organizations, even if they do not designate a part of the organization as a call center, due to changing attitudes toward customer service, in practice have call centers. As interactions with customers move away from person-to-person to other interactive media options, the call center is emerging from the shadows to become a vital force for corporate marketing and communication. Cases in Call Center Management covers a gamut of topics by examining real call centers in action and how managements at those centers have dealt with key call center issues. The book is rounded out with a section on resources that will provide hundreds of ideas to accentuate your current call center. Both a practical guide and an exhaustive reference, This book is an investment in the future success of your customer service operations.
Book Synopsis Contact Center Complete Handbook - How to Analyze, Assess, Manage and Deliver Customer Business Needs and Exceed Customer Expectations with Help Desk, Call Center, Support Center and Service Desk by : Ivanka Menken
Download or read book Contact Center Complete Handbook - How to Analyze, Assess, Manage and Deliver Customer Business Needs and Exceed Customer Expectations with Help Desk, Call Center, Support Center and Service Desk written by Ivanka Menken and published by Emereo Pty Limited. This book was released on 2009 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: The traditional call center-rows of agents in headsets answering calls-is becoming obsolete. In a consumer-driven, Internet-enabled world, your customers aren't just calling you. They want to reach you via email, IM, text, and more. And simply "taking" calls isn't enough to keep customers loyal-you need to proactively reach out to build relationships, upsell, and solve problems before they become deal-breakers. In short, you need a contact center. You need to reach your customers using the communications channels they want. You need to balance inbound and outbound communications so that no one is left waiting. And you have to do all of this while cutting costs, improving agent efficiency, and maximizing the value of every customer. This book helps. From internal operations to customer relationship management, it offers solutions to help make your entire contact center more effective. This Contact Center book focuses on strategies for effective customer care and problem resolution, as well as the fundamentals for help desk, Contact Center, and customer support processes and tools, and an introduction to ITIL processes. "Covers every detail, including some missed in other books - This thorough book provides a clear roadmap to designing, implementing and operating contact centers. The author leaves no key process out and completely covers everything from initial concept to measuring support effectiveness and process improvement." This book delivers everything for to develop a knowledge and understanding of Contact Center operations: * How to assess customer business needs and exceed customer expectations * Critical processes and procedures to resolve incidents quickly and consistently * Numerous Contact Center Blueprints, templates and checklists * Processes and procedures for Incident, Problem and Service Level Management * Ways to create win-win interactions with customers, management, and team members * An awareness of ITIL processes Besides the holistic view of the contact center technologies, you will find the sections on Building a Customer Contact Technology Strategies and Service Level Management to be valuable every day, every project. Great diagrams and charts add tremendous value to the clear and concise writing. This is also a book that will stand the test of time; the principles surrounding business drivers and the realistic expectations regarding CRM will provide value to contact center strategists for many years. Covering Strategy and Operations Both, this book is able to effectively cover both the strategic and operational issues in a comprehensive, easy-to-understand manner. Every chapter of the book is well written with lots of valuable information. Excellent advice based on reality, from the moment you open this book, you can tell the people who wrote it had worked in call centers. The advice is comprehensive and throughout the book they offer resources for additional information. If you have to give feedback to call center employees, get this book! If you are a new or seasoned call center manager, get this book. If you need to motivate call center employees, get this book! It is worth the money. This book will turn out to be the most useful. Great for entrants - as well as those with experience in the industry, the book is well laid out and explains Contact Centers in detail. It gets right to the point of which data is important to gather and how to best illustrate that data. It helps to better organize KPI's and focus on just a few important pieces of data instead of having to sift through piles of numbers. This book also helps to become better at workforce management strategies and forecasting. This book will certainly bring you up to speed quickly. Even after reading and applying everything in the book, you will find yourself continue to reference it all the time.
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 Decision Support Systems II - Recent Developments Applied to DSS Network Environments by : Jorge E. Hernández
Download or read book Decision Support Systems II - Recent Developments Applied to DSS Network Environments written by Jorge E. Hernández and published by Springer. This book was released on 2013-09-16 with total page 138 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book contains extended and revised versions of a set of selected papers from two workshops organized by the Euro Working Group on Decision Support Systems (EWG-DSS), which were held in Liverpool, UK, and Vilnius, Lithuania, in April and July 2012. From a total of 33 submissions, 9 papers were accepted for publication in this edition after being reviewed by at least three internationally known experts from the EWG-DSS Program Committee and external invited reviewers. The selected papers are representative of the current research activities in the area of decision support systems, focusing on topics such as decision analysis for enterprise systems and non-hierarchical networks, integrated solutions for decision support and knowledge management in distributed environments, decision support system evaluation and analysis through social networks, and e-learning and its application to real environments.
