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| Author | : Brendan Read |
| Publisher | : CRC Press |
| Total Pages | : 315 |
| Release | : 2005-01-02 |
| Genre | : Computers |
| ISBN | : 1040159192 |
Designing the Best Call Center for Your Business examines all key aspects of opening and expanding a live agent call center, with in-depth coverage on facilities and workstation design; site selection, including communications and power backups; f
| 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
| Author | : Keith Dawson |
| Publisher | : CRC Press |
| Total Pages | : 285 |
| Release | : 2003-11-20 |
| Genre | : Computers |
| ISBN | : 1482295652 |
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
| 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 | : 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 | : Matt Smallman |
| Publisher | : |
| Total Pages | : 300 |
| Release | : 2022-02-10 |
| Genre | : |
| ISBN | : 9781781336663 |
Unlock Your Call Centre shows you how to replace frustrating questions with real security that dramatically improves caller experience and boosts your bottom line.
| Author | : Rosanne D'Ausilio |
| Publisher | : Purdue University Press |
| Total Pages | : 236 |
| Release | : 2005 |
| Genre | : Business & Economics |
| ISBN | : 9781557533876 |
Annotation Fourth edition includes the Training Imperative, Self Service, Updated Statistics, and Expanded References.
| Author | : Thomas Laird |
| Publisher | : |
| Total Pages | : 90 |
| Release | : 2018-08-21 |
| Genre | : Call centers |
| ISBN | : 9780692179758 |
"Advice from a Call Center Geek: Rethinking Call Center Operations is a field manual for the 21st century contact center. Practical, poignant, and funny, Tom dishes out amazing real-world advice that has made his organization successful. From culture to education to incentives, Tom addresses the key areas to make your contact center world-class!"Paul HerdmanHead of Customer ExperienceNICE inContactAdvice From a Call Center Geek takes a look at a new way of running today's high end contact center. Tom Laird, the CEO of award winning Expivia Interaction Marketing, 600 seat BPO call center guides you through the process of developing a world class operation.This book will take you through the process of evaluating and changing your call center's culture, how to look beyond a resume to hire the "right" associates and show you how to educate for quality while maintaining high level management. Advice from a Call Center Geek will make you rethink how the call center manager of today should be looking at running their call center.
| Author | : Shep Hyken |
| Publisher | : Shepard Presentations, LLC |
| Total Pages | : 80 |
| Release | : 1993 |
| Genre | : Business & Economics |
| ISBN | : 0963782002 |
| Author | : Course Technology, Inc |
| Publisher | : |
| Total Pages | : 0 |
| Release | : 2003-02-28 |
| Genre | : Business communication |
| ISBN | : 9780619148607 |
This ILT Series course give students an overview of inbound call centers, managerial roles, and technologies that affect call centers. The course teaches students how to establish a call center, identify the call center managers' typical responsibilities, and determine the necessary technologies needed to best serve the company's customers, identify customer expectations, reduce the percentage of lost calls, calculate staff levels, and identify the reports that are used to evaluate a call center's performance. Students will also learn about establishing service goals, identifying areas for attention, and communicating effectively with executives. Course activities also cover reducing turnover, training employees effectively, managing employee stress, motivating, and communicating with employees. Finally, students will learn how to evaluate employee performance and establish monitoring programs. The manual is designed for quick scanning in the classroom and filled with interactive exercises that help ensure student success.
