Call Centers For Dummies

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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.

Call Centers For Dummies

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Author : Real Bergevin
language : en
Publisher: John Wiley & Sons
Release Date : 2006-01-20

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 2006-01-20 with categories.

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

Balanced Scorecard Strategy For Dummies

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Author : Charles Hannabarger
language : en
Publisher: John Wiley & Sons
Release Date : 2011-02-09

Balanced Scorecard Strategy For Dummies written by Charles Hannabarger 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 2011-02-09 with Business & Economics categories.

A practical, easy-to-understand guide to Balanced Scorecard for busy business leaders The Balanced Scorecard method is an analysis technique designed to translate an organization's mission and vision statement and overall business strategies into specific, quantifiable goals, and to monitor the organization's performance in achieving these goals. Much less technology driven then other analysis approaches, it analyzes an organization's overall performance in four regards: financial analysis, customer service, productivity and internal analysis, and employee growth and satisfaction. Balanced Scorecard Strategy For Dummies breaks down the basics of Balanced Scorecard in simple language with practical, Dummies-style guidance on getting it done. This book covers all the basics of Balanced Scorecard for busy executives and managers-and does it without the high price tag of most professional level Balanced Scorecard guides.

Cases In Call Center Management

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Author : Richard Feinberg
language : en
Publisher: Purdue University Press
Release Date : 2005

Cases In Call Center Management written by Richard Feinberg 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 2005 with Business & Economics categories.

Written by authorities on the call center industry, this book brings to light the strategic importance of call centers in today's business world. As interactions with customers move away from person-to-person the call center is becoming a vital force for corporate marketing and communication.

Call Center Operation

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Author : Duane Sharp
language : en
Publisher: Digital Press
Release Date : 2003-04-14

Call Center Operation written by Duane Sharp and has been published by Digital Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2003-04-14 with Business & Economics categories.

Complete coverage of the critical issues to set up, manage and efficiently maintain a call center.

The Executive Guide To Call Center Metrics

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Author : James C. Abbott
language : en
Publisher: Robert Houston Smith Publishers
Release Date : 2004

The Executive Guide To Call Center Metrics written by James C. Abbott and has been published by Robert Houston Smith Publishers this book supported file pdf, txt, epub, kindle and other format this book has been release on 2004 with Business & Economics categories.

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.

Call Center Performance Enhancement Using Simulation And Modeling

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Author : Jon Anton
language : en
Publisher: Purdue University Press
Release Date : 1999

Call Center Performance Enhancement Using Simulation And Modeling 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 1999 with Business & Economics categories.

The management and design of call centres is increasing in complexity due to advancing technology and rising customer expectations. This guide provides managers with an understanding of the role, value and practical deployment of simulation in the planning, management and analysis of call centres.

Call Centers And The Global Division Of Labor

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Author : Andrew J.R. Stevens
language : en
Publisher: Routledge
Release Date : 2014-03-26

Call Centers And The Global Division Of Labor written by Andrew J.R. Stevens and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014-03-26 with Business & Economics categories.

Call centers have come, in the last three decades, to define the interaction between corporations, governments, and other institutions and their respective customers, citizens, and members. The offshoring and outsourcing of call center employment, part of the larger information technology and information-technology-enabled services sectors, continues to be a growing practice amongst governments and corporations in their attempts at controlling costs and providing new services. While incredible advances in technology have permitted the use of distant and "offshore" labor forces, the grander reshaping of an international political economy of communications has allowed for the acceleration of these processes. New and established labor unions have responded to these changes in the global regimes of work by seeking to organize call center workers. These efforts have been assisted by a range of forces, not least of which is the condition of work itself, but also attempts by global union federations to build a bridge between international unionism and local organizing campaigns in the Global South and Global North. Through an examination of trade union interventions in the call center industries located in Canada and India, this book contributes to research on post-industrial employment by using political economy as a juncture between development studies, the sociology of work, and labor studies.

The Language Of Outsourced Call Centers

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Author : Eric Friginal
language : en
Publisher: John Benjamins Publishing
Release Date : 2009-02-25

The Language Of Outsourced Call Centers written by Eric Friginal and has been published by John Benjamins Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2009-02-25 with Language Arts & Disciplines categories.

The Language of Outsourced Call Centers is the first book to explore a large-scale corpus representing the typical kinds of interactions and communicative tasks in outsourced call centers located in the Philippines and serving American customers. The specific goals of this book are to conduct a corpus-based register comparison between outsourced call center interactions, face-to-face American conversations, and spontaneous telephone exchanges; and to study the dynamics of cross-cultural communication between Filipino call center agents and American callers, as well as other demographic groups of participants in outsourced call center transactions, e.g., gender of speakers, agents’ experience and performance, and types of transactional tasks. The research design relies on a number of analytical approaches, including corpus linguistics and discourse analysis, and combines quantitative and qualitative examination of linguistic data in the investigation of the frequency distribution and functional characteristics of a range of lexico/syntactic features of outsourced call center discourse.

Preparing For Call Center Interviews

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Author : Namrata Palta
language : en
Publisher: Lotus Press
Release Date : 2006

Preparing For Call Center Interviews written by Namrata Palta and has been published by Lotus Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2006 with categories.