Call Centre
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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 Centre Work
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Author : Christian Dormann
language : en
Publisher: Psychology Press
Release Date : 2004
Call Centre Work written by Christian Dormann and has been published by Psychology Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2004 with Call centers categories.
This Special Issue is concerned with the working conditions at call centres, which harbour jobs of different levels of qualification.
Developments In The Call Centre Industry
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Author : Julia Connell
language : en
Publisher: Routledge
Release Date : 2006-09-27
Developments In The Call Centre Industry written by Julia Connell and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2006-09-27 with Business & Economics categories.
Over the past ten years there has been a massive growth in call centres worldwide. These centres are said to represent the most dynamic growth area in white-collar employment internationally since the mid 1990s. Yet the footloose and global nature of the industry means that jobs will always be susceptible to outsourced operations, ICT developments, public sector subsidization of business restructuring and re-location, and cheaper operations elsewhere. This book conducts a thorough analysis of this modern phenomenon.
23 Steps To An Effective Call Centre
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Author : Bergevin, Real
language : en
Publisher: St. Catherines, Ont. : NuComm Solutions Incorporated
Release Date : 2000
23 Steps To An Effective Call Centre written by Bergevin, Real and has been published by St. Catherines, Ont. : NuComm Solutions Incorporated this book supported file pdf, txt, epub, kindle and other format this book has been release on 2000 with Call centers Management categories.
Contact
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Author : Jack A. Green
language : en
Publisher: Scarborough, Ont. : Nelson Canada
Release Date : 2000
Contact written by Jack A. Green and has been published by Scarborough, Ont. : Nelson Canada this book supported file pdf, txt, epub, kindle and other format this book has been release on 2000 with Business & Economics categories.
This book is written to help aspiring and current call centre represtentatives to optimize their success on the job. Consequently, this book is more than just a collection of theories about what a call centre should be. This book is a manual, a "how to" that will guide the reader to success in the call centre roll.
Call Centre
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Author : S. Pankaj
language : en
Publisher: APH Publishing
Release Date : 2005
Call Centre written by S. Pankaj and has been published by APH Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2005 with Call centers categories.
Call centers today have emerged as not only a biggest employer but also as adynamic industry. Everyday thousands of people become part of this growingfraternity. This book helps in unveiling the hidden secrets of thisindustry from a practical perspective. It tries to cover the latesttrends, happenings and the changes happening in this industry.
How To Survive Thrive In A Call Centre
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Author : Alison Mathiebe
language : en
Publisher:
Release Date : 2011-08-01
How To Survive Thrive In A Call Centre written by Alison Mathiebe and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011-08-01 with categories.
How to Survive (& Thrive) in a Call Centre teaches call centre agents to: - Contribute to the call centre's success - Provide outstanding customer service - Increase sales results - Improve their overall performance - Enjoy sustained energy and motivation - Reduce their stress levels - Manage and advance their careers "Alison Mathiebe has written a book that is clear, concise and comes from evident practical experience. It is certain to boost the confidence and success of those just entering (or considering) the profession, and is a great go-to resource for established call centre agents." Brad Cleveland bradcleveland.com/blog Author, Call Center Management on Fast Forward (ICMI Press) "How To Survive (& Thrive) in a Call Centre by Alison Mathiebe is a very welcome contribution which will help call centres to guide, support and inform new and existing call centre staff. In particular, it would prove a useful text to give to all new staff helping them understand and adjust to working in stimulating and sometimes challenging environments. The 24 chapters address the main topics and are short enough to provide bite-size learning for agents and operators. " John P. Wilson author of The Call Centre Training Handbook
Gower Handbook Of Call And Contact Centre Management
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Author : Natalie Calvert
language : en
Publisher: Routledge
Release Date : 2017-05-15
Gower Handbook Of Call And Contact Centre Management written by Natalie Calvert and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017-05-15 with Business & Economics categories.
Call centres and contact centres form an important and rapidly growing part of today's business world. They present a range of management challenges, from strategic decisions about how to develop a customer strategy, business planning, through to detailed considerations of staffing levels and appropriate technology. This new handbook, the first of its kind, provides a unique insight giving expert opinions on how to get the most out of your contact centre operations. Natalie Calvert, a specialist in the field, has brought together a team of 35 experienced practitioners who provide invaluable knowledge, share their experiences and draw on real-life examples to suggest practical solutions on a wide range of topics. This handbook is an indispensible guide and reference for call and contact centre managers, HR specialists and senior executives responsible for marketing, sales or customer services. The handbook is divided into six parts: I The business plan II The people factor III Contact centre technology IV Standards, processes, and outsourcing V Building profitable customer relationships VI The future.
The Call Center Handbook
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Author : Keith Dawson
language : en
Publisher: CRC Press
Release Date : 2003-11-20
The Call Center Handbook written by Keith Dawson and has been published by CRC Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2003-11-20 with Technology & Engineering categories.
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
Re Organising Service Work Call Centres In Germany And Britain
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Author : Karen A. Shire
language : en
Publisher: Routledge
Release Date : 2017-09-29
Re Organising Service Work Call Centres In Germany And Britain written by Karen A. Shire and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017-09-29 with Social Science categories.
This title was first published in 2002. Call centres are a type of service work that stand at the interface between corporations and consumers. They exemplify more general tendencies present within service work. They also have a particular public image - being associated in the public mind with low skilled and regimented work. This volume presents contributions from British and German management academics and industrial sociologists based on primary research on call centres in both countries. The contributions cover the genesis and development of call centres as a new form of organization, or indeed a new industry; the rationalization and control strategies of organizations that establish call centres; and the nature of service work and service interactions. The findings of this volume challenge the common public image of call centres and finds that call centre employment is in fact very diverse. So, for example, skilled advising and consulting services are often performed over the phone. Along with the sometimes skilled nature of call centre work, work organization and working conditions vary as well. The text also seeks to contrast the British and German experience of call centre work and employment. In Germany clerical work has traditionally been embedded in the specific traditions of co-operative industrial relations that define the German model. Call centres present a strategic challenge to this model, and the expansion of call centres has been at the forefront of changes aimed at making employment more flexible in Germany. This work offers a choice of country cases, which permit a comparison of service employment within both a liberal capitalist and a socially embedded economy.