Cases In Call Center Management

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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: 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

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.

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.

From Impossible To Inevitable

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Author : Aaron Ross
language : en
Publisher: John Wiley & Sons
Release Date : 2019-06-05

From Impossible To Inevitable written by Aaron Ross 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 2019-06-05 with Business & Economics categories.

Break your revenue records with Silicon Valley’s “growth bible” “This book makes very clear how to get to hyper-growth and the work needed to actually get there” Why are you struggling to grow your business when everyone else seems to be crushing their goals? If you needed to triple revenue within the next three years, would you know exactly how to do it? Doubling the size of your business, tripling it, even growing ten times larger isn't about magic. It's not about privileges, luck, or working harder. There's a template that the world's fastest growing companies follow to achieve and sustain much, much faster growth. From Impossible to Inevitable details the hypergrowth playbook of companies like Hubspot, Salesforce.com (the fastest growing multibillion dollar software company), and EchoSign—aka Adobe Document Services (which catapulted from $0 to $144 million in seven years). Whether you have a $1 billion or a $100,000 business, you can use the same insights as these notable companies to learn what it really takes to break your own revenue records. Pinpoint why you aren’t growing faster Understand what it takes to get to hypergrowth Nail a niche (the #1 missing growth ingredient) What every revenue leader needs to know about building a scalable sales team There’s no time like the present to surpass plateaus and get off of the up-and-down revenue rollercoaster. Find out how now!

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 Computers 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

65 Case Study Ideas In Production Operation Supply Chain And Logistics Management

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Author : Dr. Asim Kumar Bandyopadhyay
language : en
Publisher: OrangeBooks Publication
Release Date : 2022-04-26

65 Case Study Ideas In Production Operation Supply Chain And Logistics Management written by Dr. Asim Kumar Bandyopadhyay and has been published by OrangeBooks Publication this book supported file pdf, txt, epub, kindle and other format this book has been release on 2022-04-26 with Business & Economics categories.

This book is a compilation of case study ideas in the areas of production, operation, supply chain and logistics management (POM-SCL) ,also incorporating operation strategies. This book has been designed conforming to the standards of this common subject for the courses of Master of Business Administration (MBA) and Post Graduate Diploma in Management (PGDM) prescribed by the All India Council of Technical Education (AICTE) and University Grants Commission (UGC). The book consists of sixty five case study ideas covering almost the entire gamut of the subject concerned. All these cases are based on Indian organizations/industries using the characters with names typically Indian and the narrations of these cases reflect Indian work culture, value systems and ethos. All these cases are followed by a set of about half a dozen questions pertaining to the narrations with the corresponding answers suggested for the guidance of the teachers and the students alike. Apart from making the book very convenient and handy for studying the subject, it is also aimed at dispelling fears and apprehensions among the students with non –science/non-technical background that they seem to have about this subject. Getting familiar with the numerical exercises given and solved in this book by practice will make passing this subject a cakewalk for any average student. The cases are so designed as to expose the students to the realities and challenges to the actual professional life while still seating in the class rooms, much before entering a professional career. The book provides a colossal value addition as both a complement and a supplement to the theories in the text books.

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.

B State

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Author : Mark Samuel
language : en
Publisher: Greenleaf Book Group
Release Date : 2018-10-16

B State written by Mark Samuel and has been published by Greenleaf Book Group this book supported file pdf, txt, epub, kindle and other format this book has been release on 2018-10-16 with Business & Economics categories.

Transforming Business, Organizational Culture, and Self In business and life, there are often moments when one simply can't seem to find a way forward. Searching in the past for solutions to persistent problems results in frustration and confusion. Issues in corporate teamwork and individual relationships can feel overwhelming and even insurmountable. There’s a lack of control and a sense of being stuck. B State provides a clear roadmap from point A to point B to rapidly achieve measurable, breakthrough results. It’s about a true transformation that removes old mindsets and silos, while replacing inefficient behaviors with desired habits to quickly create the highest performing culture for groundbreaking business outcomes. Equipped with over 30 years of professional and academic expertise, author, speaker, and change agent Mark Samuel helps companies (and the individuals that comprise them) achieve their B State, enabling them to make the necessary changes they didn’t think were possible. His strategies for finding and enacting solutions to complex challenges use real life examples to help readers embrace accountability and envision their success in order to achieve the transformation they need. This book focuses readers on where they want to go, and it helps them get there fast. ​Written for business executives, managers, supervisors, and leaders at all levels, this is a book about how to not just do business but also live life. It brings about the dynamic forward launch readers are looking for, creating results that are both unprecedented and sustainable.