Call Center Fundamentals Workforce Management
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| Author | : Ger Koole |
| Publisher | : Lulu.com |
| Total Pages | : 159 |
| Release | : 2013 |
| Genre | : Business & Economics |
| ISBN | : 9082017903 |
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 | : Donnie Baje |
| Publisher | : |
| Total Pages | : 46 |
| Release | : 2015-02-15 |
| Genre | : |
| ISBN | : 9781520267463 |
The second edition of this popular ebook contains updated information, better format, and answer keys to the activities. It also presents new chapters focusing on non- voice accounts and problem solving techniques to various problems in managing workforce._How to determine your agents per day and per hour?_Is getting 100% service level a good idea?_How can you improve your sales or collections with workforce management?
| Author | : Penny Reynolds |
| Publisher | : Call Center School Press |
| Total Pages | : 197 |
| Release | : 2003 |
| Genre | : Call centers |
| ISBN | : 9780974417905 |
| Author | : James C. Abbott |
| Publisher | : Robert Houston Smith Publishers |
| Total Pages | : 200 |
| Release | : 2004 |
| Genre | : Business & Economics |
| ISBN | : 1887355081 |
As the cost of doing business increases, call centers and help desks are frequently moving overseas. How can your center remain competitive? Is pooling the best way to slash your wait times? James Abbott concisely answers these questions as he leads you through the world of process-centered customer service. Strategic and tactical terms, how to choose metrics to measure, and the miracle of Queuing Science are covered thoroughly, using easy-to-grasp anecdotes to explain the key technical topics.
| Author | : Brad Cleveland |
| Publisher | : ICMI Press (International Customer Management Institute) |
| Total Pages | : 491 |
| Release | : 2012 |
| Genre | : Business & Economics |
| ISBN | : 9780985461102 |
| Author | : Brad Cleveland |
| Publisher | : ICMI Inc. |
| Total Pages | : 312 |
| Release | : 1997 |
| Genre | : Business & Economics |
| ISBN | : 9780965909303 |
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.
| Author | : Real Bergevin |
| Publisher | : John Wiley & Sons |
| Total Pages | : 391 |
| Release | : 2010-05-11 |
| Genre | : Business & Economics |
| ISBN | : 0470678402 |
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 | : Lisa Disselkamp |
| Publisher | : John Wiley & Sons |
| Total Pages | : 656 |
| Release | : 2013-03-20 |
| Genre | : Business & Economics |
| ISBN | : 1118417119 |
The official study guide for the Workforce Management Technology Certification, containing core knowledge for time and labor management The worldwide standard for the time and labor management technology profession, Workforce Asset Management Book of Knowledge is the official guide to the Workforce Asset Management Certification. Establishing a common lexicon within the profession for talking about workforce management and systems, this essential guide is designed to establish a body of generally accepted and applicable practices and standards within the industry. Includes contributions from leaders in the field Covers everything from vendor and product selection, to implementation planning and execution, system design, testing and change control, financial analytics, fundamentals of scheduling people against workload and skill sets, and how to use these systems to manage labor costs and productivity Body of knowledge is focused on workers and technologies for every industry and every type of employer Designed around timekeeping and labor scheduling technologies With contributions from leaders in the field, this book expertly covers the knowledge, practices, regulations, and technologies within the domain of workforce management systems. It provides the body of knowledge for managing a workforce using time and attendance systems, labor scheduling, productivity, staffing budgets, workforce software applications, or data, compensation and benefits for payroll and human resources.
| Author | : Renju Zacharias |
| Publisher | : |
| Total Pages | : 112 |
| Release | : 2017-08-17 |
| Genre | : |
| ISBN | : 9781549523069 |
It's all in the title. Layman's Guide to Workforce Management is a humble attempt to guide the path of the unlearned in the rocky terrain of Workforce management. It can be effectively said that it converts laymen into managers. It is unfortunate that these areas of business affairs have been badly presented in some learning situations, to the extent that many people consider them to be too difficult to understand or enjoy. That shouldn't be the case. The simple, explicit, detailed, and down-to-earth approach adopted in the book will no doubt help in laying a solid foundation for people at all levels. It kick-starts with a basic and detailed treatment of the concept of Forecasting which sets the much needed personal tone and foundation for the book. Like a professional bricklayer, the author discussed the technique of scheduling and rostering while he used the other chapter to discuss the importance and proper deployment of personnel. Book is built taking the ITES -BPO/Call center WFM as the base. This book will also be useful for professionals as it is spiced with tips and tricks necessary to provide adequate nuances for the knowledge gleaned from each chapter. It is guaranteed that the reader would be filled with knowledge at the completion of the book.
| Author | : Duane Sharp |
| Publisher | : Elsevier |
| Total Pages | : 320 |
| Release | : 2003-05-14 |
| Genre | : Computers |
| ISBN | : 0080490611 |
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
