Call Center Controlling
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Call Center Management On Fast Forward
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Author : Brad Cleveland
language : en
Publisher: ICMI Inc.
Release Date : 1997
Call Center Management On Fast Forward written by Brad Cleveland and has been published by ICMI Inc. this book supported file pdf, txt, epub, kindle and other format this book has been release on 1997 with Business & Economics categories.
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.
Callcenter Management By The Numbers
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Author : Jon Anton
language : en
Publisher: Purdue University Press
Release Date : 1997
Callcenter Management By The Numbers written by Jon Anton and has been published by Purdue University Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 1997 with Call centers categories.
Annotation With the emergence of the callcenter as a mission-critical part of the corporate customer service strategy, management of the callcenter has moved from a reactive "fire-fighting" style to a more proactive tactical style of professional management. Measurements drive behavior, and "you get what you measure and reward." The primary purpose of this book is to provide new professional callcenter managers with a methodology for "managing their callcenter by the numbers."
Call Centers For Dummies
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Author : Real Bergevin
language : en
Publisher: John Wiley & Sons
Release Date : 2010-04-16
Call Centers For Dummies written by Real Bergevin and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010-04-16 with Business & Economics categories.
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.
Controlling Business Agency And Constraint In Call Centre Working
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Author : Fiona M. Wilson
language : en
Publisher:
Release Date : 2004
Controlling Business Agency And Constraint In Call Centre Working written by Fiona M. Wilson and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2004 with categories.
Studies of call centre working have focused almost exclusively on the sophistication of technological and bureaucratic systems of labour control. The commercial context in which firms operate remains relatively under-researched, despite exerting a significant influence on job structures and the working out of labour relations.
Managing And Motivating Contact Center Employees
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Author : Malcolm Carlaw
language : en
Publisher: McGraw Hill Professional
Release Date : 2003-01-14
Managing And Motivating Contact Center Employees written by Malcolm Carlaw and has been published by McGraw Hill Professional this book supported file pdf, txt, epub, kindle and other format this book has been release on 2003-01-14 with Business & Economics categories.
Managing and Motivating Contact Center Employees reveals how to boost morale, streamline business processes, and inspire outstanding performance from frontline sales and service staff. This creative and practical book gives instant help to anyone who knows the difficulties of managing in the diverse and dynamic contact center environment.
Call Center Controlling
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Author : Florian Schümann
language : de
Publisher: Springer-Verlag
Release Date : 2006-03-15
Call Center Controlling written by Florian Schümann and has been published by Springer-Verlag this book supported file pdf, txt, epub, kindle and other format this book has been release on 2006-03-15 with Business & Economics categories.
Bestehende Controlling-Ansätze reichen für die Anwendung im Call Center nicht aus. "Call Center Controlling" zeigt, wie sie so weiterentwickelt werden können, dass die Planung, Kontrolle und Steuerung von Call Centern und vergleichbaren Organisationseinheiten möglich wird. Der Leser bekommt einen Leitfaden an die Hand, der ihn Schritt für Schritt zu einem funktionsfähigen, Scorecard basierten Call-Center-Controlling-Modell führt. Er erfährt, welche Kennzahlen wesentlich für die Arbeit im Call Center sind und wie man sie effizient nutzt.
Customer Service Call Control Strategies
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Author :
language : en
Publisher:
Release Date : 2019
Customer Service Call Control Strategies written by and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019 with categories.
Customer service calls can sometimes get out of control. Upset and overtalkative callers take time and energy away from other customers and tasks. This is where practical call-control strategies come into play. Join customer service trainer Myra Golden as she explains the reasons customer calls get out of hand, and introduces simple strategies to get you back in control. Learn how use a limited response, take control with close-ended questions, assert your way out of a bad conversation, and practice proactive call management so customers feel heard. You'll leave the course with a variety of actionable tips to turn long, problematic phone calls into polite and efficient interactions.
Call Center
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Author : Gwen Foster Oglesby
language : en
Publisher: BrownBooks.ORM
Release Date : 2016-10-18
Call Center written by Gwen Foster Oglesby and has been published by BrownBooks.ORM this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016-10-18 with Business & Economics categories.
A customer service expert offers practical strategies for call center managers who want to inspire their employees to be there best. Gwendolyn Oglesby has built her entire career working in customer service, creating environments and experiences that are as positive for employees as they are for customers. Now Oglesby shares the tools and strategies she has developed for improving customer service skills, managing employees, and building a successful team culture. In Call Center, Oglesby teaches managers how to train, motivate, and encourage employees to reach their full potential. Each chapter features insightful personality profiles and thought-provoking questions about call center dynamics. At the end of the day, customer service is not just about serving the customer; it’s about serving your team as well.
Managing Human Resources In Call Centers
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Author : Nick Garrett
language : en
Publisher:
Release Date : 2002
Managing Human Resources In Call Centers written by Nick Garrett and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2002 with Call centers categories.
A practical guide to recognizing and resolving the problems and issues surrounding HR in Call Centers.
Call Center Controlling
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Author : Florian Schümann
language : de
Publisher: Springer-Verlag
Release Date : 2008-01-08
Call Center Controlling written by Florian Schümann and has been published by Springer-Verlag this book supported file pdf, txt, epub, kindle and other format this book has been release on 2008-01-08 with Business & Economics categories.
Bestehende Controlling-Ansätze reichen für die Anwendung im Call Center nicht aus. "Call Center Controlling" zeigt, wie sie so weiterentwickelt werden können, dass die Planung, Kontrolle und Steuerung von Call Centern und vergleichbaren Organisationseinheiten möglich wird. Der Leser bekommt einen Leitfaden an die Hand, der ihn Schritt für Schritt zu einem funktionsfähigen, Scorecard basierten Call-Center-Controlling-Modell führt. Er erfährt, welche Kennzahlen wesentlich für die Arbeit im Call Center sind und wie man sie effizient nutzt.