Callcenter Management By The Numbers
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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 Business & Economics 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."
Bottom Line Call Center Management
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Author : David L. Butler
language : en
Publisher: Routledge
Release Date : 2007-06-01
Bottom Line Call Center Management written by David L. Butler and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2007-06-01 with Business & Economics categories.
'Bottom-Line Call Center Management breaks new ground by addressing key skills and techniques in assessing and implementing effective management practices to maximize the human and capital resources at the call center manager's disposal. Drawing on the author's unique data sets and years of research experience in the industry, 'Bottom-Line Call Center Management' helps call center managers evaluate their current status, implement cost-effective changes, and measure results of their changes to ensure a culture of accountability within the call center at all levels increasing the bottom line. The processes include an evaluation of current customer service representatives, defining, delimiting and assessing the labor shed of the center, and exploring the customer service representative's unique skills and leveraging those skills into a unique and dynamic work environment. Likewise, the process also determines the learning skills and competencies necessary to meet and exceed the basic requirements for all call centers. Furthermore, each step has a pre, in-process, and post evaluation to ensure projects are progressing according to plan. Lastly, all evaluations are measured against the bottom line through a return on investment (ROI) model. The framework for this book uses the culture of call centers, defined and lived through the customer service representatives, as the lens to view all processes, measurements, accountability and return on investment. This framework is critical since there has been much emphasis on technology-as-a-solution which treats the employees as a hindrance instead of the enablers of positive change. Likewise, customer service representatives eventually act as strong determinants of success with the call center and thus the bottom line.
Performance Analysis And Optimization Of Inbound Call Centers
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Author : Raik Stolletz
language : en
Publisher: Springer Science & Business Media
Release Date : 2012-12-06
Performance Analysis And Optimization Of Inbound Call Centers written by Raik Stolletz and has been published by Springer Science & Business Media this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012-12-06 with Business & Economics categories.
The material presented in this book is a result of my work in the field of call center management during the period 1999-2002. The focus is on the perfor mance analysis and optimization of inbound call centers. Since call arrivals and call-handling times are often random in inbound call centers, this thesis concentrates on the performance analysis and optimization using queueing models. This book describes mathematical methods and algorithms to relate the number of agents and telephone trunks of a given call center configuration to technical as well as economic performance measures. This book has been accepted as a PhD thesis in Business Administration at the Technical University of Clausthal, Germany. I am indebted to many people for their support during the process of writing this thesis. First of all, I would like to thank my advisor, Prof. Dr. Stefan Helber, for motivating my research to call center related problems. He gently pushed me in fruitful directions and encouraged me to strike a balance between mathematical results and economic implications. Many other helpful suggestions came from him, and his constructive comments on draft versions of this book are invaluable. I am thankful to him and to Prof. Dr. Rolf Schwinn for refereeing this thesis.
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.
The Network Manager S Handbook
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Author : John Lusa
language : en
Publisher: CRC Press
Release Date : 2018-05-04
The Network Manager S Handbook written by John Lusa and has been published by CRC Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2018-05-04 with Computers categories.
This essential handbook for the data communications/network manager and planner covers a variety of data communication and IS topics. The Network Manager's Handbook addresses technical issues associated with local and wide area networking, purchasing communications services, supporting the network's users, understanding the telecommunications regulatory environment, personnel issues, and more.
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.
Computer Telephony Encyclopedia
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Author : Richard Grigonis
language : en
Publisher: CRC Press
Release Date : 2000-01-08
Computer Telephony Encyclopedia written by Richard Grigonis and has been published by CRC Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2000-01-08 with Computers categories.
If you want to grasp the full length and breadth of the rapidly developing computer telephony field, this book is the place to start. Author Richard Grigonis thoroughly explains even the most abstruse ideas in a concise manner that is aimed at all kinds of readers -- students, business executives, telecom managers, call center supervisors or entrep
The Call Center Dictionary
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Author : Madeline Bodin
language : en
Publisher: CRC Press
Release Date : 2002-01-03
The Call Center Dictionary written by Madeline Bodin and has been published by CRC Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2002-01-03 with Technology & Engineering categories.
Your company needs a call center to be competitive in the 21st century. This book is your guide to the technology, techniques, and trends in today's call centers. The Call Center Dictionary contains all the information you need to: Understand: Your boss,
Service Analytics And Management
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Author : Jitesh J. Thakkar
language : en
Publisher: Cambridge Scholars Publishing
Release Date : 2025-08-04
Service Analytics And Management written by Jitesh J. Thakkar and has been published by Cambridge Scholars Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2025-08-04 with Business & Economics categories.
This book intends to cover key issues on service strategy, planning, design, and delivery. The book is divided into six parts. The first part provides an introduction to the context of services and discusses the issues and complexities involved in managing services. The second part deals with the design of services. This includes issues specific to service capacity management, service project management and service supply chain management. The third part will help the readers to understand various issues in service resource planning. Typically, this includes Demand Forecasting, Aggregate Planning, Service Scheduling, Service Inventory Management. Subsequently, part four covers the issues specific to service improvement. This will include service quality and six Sigma, service productivity and performance and managing people in service organizations. Part five deals with IT and Analytics in service management. This section deliberates upon IT and service management and various analytical models useful in managing services. Finally, part six includes five cases in detail for extensive and critical class discussion.
Call Center Operation
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Author : Duane Sharp
language : en
Publisher: Elsevier
Release Date : 2003-05-14
Call Center Operation written by Duane Sharp and has been published by Elsevier this book supported file pdf, txt, epub, kindle and other format this book has been release on 2003-05-14 with Computers categories.
Every customer-facing corporation has at least one call center. In the United States, call centers handle a billion calls per year. Call Center Operation gives you complete coverage of the critical issues involved in the design, implementation, organization, and management of a customer call center. Sharp provides information on advanced technology tools for workforce management, workshop examples for training call center staff, and an analysis of the significance of the call center to overall corporate customer relationship strategies. A special feature of the book is its focus on call center case studies, describing a number of successful call center strategies and best practices, selected from various business sectors - financial, retail, healthcare, travel, technology, and others. These case studies provide useful guidelines based on successful corporate call centers that will guide you in establishing and maintaining the most effective call center operation for your enterprise.·Presents key concepts and techniques, including a formal development process, in a real-world context·Provides extensive management guidelines·Stresses the importance of staff selection and training