Call Centres 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 Centres For Dummies
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Author : Real Bergevin
language : en
Publisher:
Release Date : 2010
Call Centres For Dummies written by Real Bergevin and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010 with categories.
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
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.
Call Center Optimization
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Author : Ger Koole
language : en
Publisher: Lulu.com
Release Date : 2013
Call Center Optimization written by Ger Koole and has been published by Lulu.com this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013 with Business & Economics categories.
This book gives an accessible overview of the role and potential of mathematical optimization in call centers. It deals extensively with all aspects of workforce management, but also with topics such as call routing and the scheduling of multiple channels. It does so without going into the mathematics, but by focusing on understanding its consequences. This way the reader will get familiar with workload forecasting, the Erlang formulas, simulation, and so forth, and learn how to improve call center performance using it. The book is primarily meant for call center professionals involved in planning and business analytics, but also call center managers and researchers will find it useful. There is an accompanying website which contains several online calculators.
The Call Center Handbook
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Author : Keith Dawson
language : en
Publisher: CRC Press
Release Date : 2007-03-30
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 2007-03-30 with Computers categories.
This book is for people who work in a call center and common traits the call center location must offer. It contains practical observations about how to use particular technologies, and ideas about how to run the call center, which has become its own corporate discipline.
Gower Handbook Of Call And Contact Centre Management
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Author : Natalie Calvert
language : en
Publisher: Gower Publishing, Ltd.
Release Date : 2004
Gower Handbook Of Call And Contact Centre Management written by Natalie Calvert and has been published by Gower Publishing, Ltd. this book supported file pdf, txt, epub, kindle and other format this book has been release on 2004 with Business & Economics categories.
This handbook provides an important tool in understanding and dealing with a wide range of management issues in call centres and contact centres.
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.
One Night At The Call Center
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Author : Chetan Bhagat
language : en
Publisher: Ballantine Books
Release Date : 2008-12-10
One Night At The Call Center written by Chetan Bhagat and has been published by Ballantine Books this book supported file pdf, txt, epub, kindle and other format this book has been release on 2008-12-10 with Fiction categories.
Press 1 for technical support. Press 2 for broken hearts. Press 3 if your life has totally crashed. . . . Six friends work nights at a call center in India, providing technical support for a major U.S. appliance corporation. Skilled in patience–and accent management–they help American consumers keep their lives running. Yet behind the headsets, everybody’s heart is on the line. Shyam (Sam to his callers) has lost his self-confidence after being dumped by the girl who just so happens to be sitting next to him. Priyanka’s domineering mother has arranged for her daughter’s upscale marriage to an Indian man in Seattle. Esha longs to be a model but discovers it’s a horizontal romp to the runway. Lost, dissatisfied Vroom has high ideals, but compromises them by talking on the phone to idiots each night. Traditional Radhika has just found out that her husband is sleeping with his secretary. And Military Uncle (nobody knows his real name) sits alone working the online chat. They all try to make it through their shifts–and maintain their sanity–under the eagle eye of a boss whose ego rivals his incompetence. But tonight is no ordinary night. Tonight is Thanksgiving in America: Appliances are going haywire, and the phones are ringing off their hooks. Then one call, from one very special caller, changes everything. Chetan Bhagat’s delicious romantic comedy takes us inside the world of the international call center, where cultural cross-wires come together with perfect pathos, hilarity, and spice.
Working The Phones
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Author : Jamie Woodcock
language : en
Publisher: Pluto Press (UK)
Release Date : 2017
Working The Phones written by Jamie Woodcock and has been published by Pluto Press (UK) this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017 with Call center agents categories.
A Marxist investigation into the forms of resistance occurring in the UK call centre today