Call Center Management On Fast Forward
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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.
Call Center Management On Fast Forward
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Author : Brad Cleveland
language : en
Publisher: ICMI Press (International Customer Management Institute)
Release Date : 2012
Call Center Management On Fast Forward written by Brad Cleveland and has been published by ICMI Press (International Customer Management Institute) this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012 with Business & Economics categories.
Call Center Management On Fast Forward
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Author : Brad Cleveland
language : en
Publisher:
Release Date : 1997
Call Center Management On Fast Forward written by Brad Cleveland and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1997 with Call centers categories.
Call Centers For Dummies
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Author : Real Bergevin
language : en
Publisher: John Wiley & Sons
Release Date : 2010-05-11
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 2010-05-11 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.
Leading The Customer Experience
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Author : Brad Cleveland
language : en
Publisher: Kogan Page
Release Date : 2021-02-23
Leading The Customer Experience written by Brad Cleveland and has been published by Kogan Page this book supported file pdf, txt, epub, kindle and other format this book has been release on 2021-02-23 with categories.
Lead your organization with a customer experience vision that captures the voice of the customer and empowers employees to improve how they develop, market and sell your products and services.
Call Center Forecasting And Scheduling
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Author : Gerry Barber
language : en
Publisher: ICMI Press (International Customer Management Institute)
Release Date : 2000
Call Center Forecasting And Scheduling written by Gerry Barber and has been published by ICMI Press (International Customer Management Institute) this book supported file pdf, txt, epub, kindle and other format this book has been release on 2000 with Call centers categories.
Call Center Forecasting & Scheduling There is simply no way to establish and operate an effective call center environment without a solid understanding of the principles behind forecasting, staffing, scheduling, service level, queuing dynamics and real-time management. Originally published in the pages of Call Center Management Review, these articles were selected for their educational value, practicality, and most importantly, coverage of timeless call center management principles. - Amazon
Fast Forward
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Author : Martin Giese
language : en
Publisher: Matthias Hilpert
Release Date : 2021-04-19
Fast Forward written by Martin Giese and has been published by Matthias Hilpert this book supported file pdf, txt, epub, kindle and other format this book has been release on 2021-04-19 with Business & Economics categories.
Are you a founder searching for customers to grow your B2B startup? Fast Forward will help you find, win, and keep customers. This detailed guide on B2B sales tells you how to grow your revenue from zero to 1 million, 10 million and 100 million. The authors share more than 40 years of successful operating experience as startup founder, senior executive, board member, mentor, and investor in startups. Fast Forward outlines their insider’s perspective on market segmentation, pricing, contract negotiation, sales process, customer conversations, pipeline management, reporting, sales organization, and customer success. Fast Forward also features exclusive advice from more than 30 top-tier B2B startup founders and CEOs, including: Moritz Zimmermann (Hybris, now SAP) - Neil Ryland (Peakon, now Workday) - Peter Carlsson (Northvolt) - Bastian Nominacher (Celonis) - Erez Galonska (Infarm) - Veronika Riederle (Demodesk) - Jonas Rieke (Personio) - Matt Robinson (GoCardless) - Nicolas Dessaigne (Algolia) - Jörg G. Beyer (LeanIX) - Firmin Zocchetto (Payfit) - Avinoam Nowogrodski (Clarizen) “This book demystifies the sales journey, breaking it down into clear phases, and is packed with hands-on, pragmatic advice. To save time and avoid mistakes, read this book.” - Bastian Nominacher, Co-Founder & Co-CEO, Celonis
Call Center Rocket Science
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Author : Randy Rubingh
language : en
Publisher: Createspace Independent Pub
Release Date : 2013-03-20
Call Center Rocket Science written by Randy Rubingh and has been published by Createspace Independent Pub this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-03-20 with Business & Economics categories.
"I once heard it said that running a call center is not rocket science. While you may not need the skills and education of an aerospace engineer, successful call center management does require certain skills and insight."-RANDY RUBINGH Call Center Rocket Science gives practical, hands on advice for today's customer service professionals. Here you will find real world advice on a wide variety of topics essential to effective call center management including: Recruiting and Hiring: How to find great agents, what to look for in a candidate, how to weed out applicants that may not be a good fit, closing the best candidates. Training: How to develop an effective new hire training course that prepares reps to take successfully take calls starting their first day on the floor. Effective Role playing strategies to increase effectiveness of training. Management: Creating a world class culture to motivate and retain your staff. How to look at and understand call center statistics. Call Center Operations: How to handle the day to day activity of a call center, and manage the business without constantly fighting fires. Outsourcing: For outsourcers- tips on how to make your client satisfied and give you more business. For those who outsource there are tips on how to get below the surface to truly understanding the level of service being provided by your service provider. Overall 110 tips that most centers can implement right away and receive immediate benefit of improved operations, and higher levels of employee and customer satisfaction.
Fast Forward
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Author : Julian Birkinshaw
language : en
Publisher: Stanford University Press
Release Date : 2023-05-25
Fast Forward written by Julian Birkinshaw and has been published by Stanford University Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2023-05-25 with Business & Economics categories.
A guide to the adhocracy form of business management and how it can foster a company's success. The leading companies of the past twenty years have all harnessed the power of information to gain competitive advantage. But as access to big data becomes ubiquitous, it can no longer guarantee a leg up. Fast/Forward makes the case that we are entering a new era in which firms that understand the limits of 1s and 0s will take the lead. Whereas the industrial age saw the rise of bureaucracy, and the information age has been described as a meritocracy, we are witnessing the rise of adhocracy. In uncertain, rapidly-changing times, adhocracic organizations scan the horizon for winning opportunities. Then, instead of questing after more analysis, they respond with agility by making smart, intuitive decisions. Combining decisive action with emotional conviction, future-facing firms seize the day. Fast/Forward paints the big picture of a new approach to strategy and provides the necessary playbook to make your company fit for the future. Praise for Fast/Forward " Fast/Forward makes a compelling case for spontaneity, speed, and a willingness to lead with intuition. More importantly, it speaks to the leadership qualities required to implement its suggestions—providing practical ways to cultivate to those qualities." —Jeffrey Pfeffer, Stanford University, author of Power: Why Some People Have It—and Others Don't "[Birkinshaw and Ridderstråle] are on the right track: In an ever-faster, globalized world, companies not only need a compelling strategy, but also an adaptive and caring performance culture. To unleash their full ingenuity, we have to empower our colleagues to act like owners." —Joe Kaeser, President and CEO, Siemens AG "Big data is oversold as the most important facet of competitive advantage. Rather, breakthrough leaps of faith are necessary to achieve extraordinary results. Fast-Forward is full of practical advice about how to capitalize on this simple idea in order to forge your corporate future." —Anita McGahan, Rotman School of Management, author of How Industries Evolve
Fast Forward Play And Rewind
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Author : Michael Oberman
language : en
Publisher: Bloomsbury Publishing PLC
Release Date : 2020-10-15
Fast Forward Play And Rewind written by Michael Oberman and has been published by Bloomsbury Publishing PLC this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020-10-15 with Music categories.
The Doors, James Brown, the Grateful Dead, the Sir Douglas Quintet, David Bowie—the list goes on. . . . From 1967 to 1973, Michael Oberman interviewed more than three hundred top musical artists. Collected together for the first time, Fast Forward, Play and Rewind presents more than one hundred interviews Oberman conducted with the most important musical artists of the day Along the way, Oberman touches on the influence of his brother, who interviewed the Beatles and other top artists from 1964 to 1967. He also recounts stories from his later career working for the major Warner-Elektra Atlantic recording company and producing concerts for Cellar Door Productions and managing recording artists. Want to know the true story of how David Bowie became Ziggy Stardust? That and dozens more true tales that might seem like fiction are waiting inside the pages of Fast Forward, Play and Rewind. Each short interview is an invitation for readers to relive (or live for the first time) one of the greatest periods in rock 'n' roll history.