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 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.
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.
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 Call centers 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."
Telecom Management For Call Centers
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Author : Luiz Augusto de Carvalho
language : en
Publisher: iUniverse
Release Date : 2011-11-02
Telecom Management For Call Centers written by Luiz Augusto de Carvalho and has been published by iUniverse this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011-11-02 with Business & Economics categories.
Telecom Management for Call Centers offers a practical guide to addressing the most common issues faced by telecom management in large call-centers. This handbook was written primarily for the telecom manager; the techniques described here are practical and easily applicable, focusing on the issues the telecom manager faces in his or her daily operational work. The lessons learned by the professionals in this growing field are not often documented and shared. This guide provides documentation of this practical knowledge in a single volume, presented by telecom professionals Luiz Augusto de Carvalho and Olavo Alves Jr. It offers a general view of how telecom infrastructures in large call-centers should be planned, priced, negotiated and managed. It examines call-center operations and provides guidelines for cost management; traffic management; call-center infrastructure; transport networks; GSM gateways deployment; billing systems and auditing; dialer deployment. Carvalho and Alves also explore how to do the necessary calculations, prepare and use traffic matrixes, and map and analyze call-center traffic, including relevant case studies for all issues. Put your call center on the path to success using the advice and methods offered in Telecom Management for Call Centers.
Call Center Operation
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Author : Duane Sharp
language : en
Publisher: Digital Press
Release Date : 2003-04-28
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 2003-04-28 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
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.
Call Center Operations Management Handbook And Study Guide
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Author : Brad Cleveland
language : en
Publisher: ICMI Press (International Customer Management Institute)
Release Date : 2004
Call Center Operations Management Handbook And Study Guide written by Brad Cleveland and has been published by ICMI Press (International Customer Management Institute) this book supported file pdf, txt, epub, kindle and other format this book has been release on 2004 with Business categories.
This handbook is part two of ICMI's comprehensive, four-part series on call center management, which includes people management, operations management, customer relationship management, and leadership and business management. The Call Center Operations Management Handbook and Study Guide provides this solid foundation through an examination of key performance indicators, call center planning and management processes, call center technology and facilities management. The guide begins with an explanation of service level and response time -- key objectives that measure the accessibility of the center. A detailed examination of other key performance indicators follows. The third section of the guide provides an in-depth discussion of the planning and management processes upon which call center operations depend, including forecasting, staffing and scheduling. The guide then transitions from processes to technology with an integrated look at the technologies present in the best of today's centers. The guide closes with site selection, call center design, health and safety issues, and disaster recovery principles.
Call Center Management On Fast Forward
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Author : Brad Cleveland
language : en
Publisher: ICMI Press (International Customer Management Institute)
Release Date : 2012
Call Center Management On Fast Forward written by Brad Cleveland and has been published by ICMI Press (International Customer Management Institute) this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012 with Business & Economics categories.
Call Centres And Human Resource Management
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Author : S. Deery
language : en
Publisher: Springer
Release Date : 2003-12-09
Call Centres And Human Resource Management written by S. Deery and has been published by Springer this book supported file pdf, txt, epub, kindle and other format this book has been release on 2003-12-09 with Business & Economics categories.
This book looks at human resource management in call centres from an international perspective and uses research from leading academics in the field. The characteristics and features of working in a call centre are examined, followed by the effects that this type of work has on employees and their responses to it. It also looks at implications for employers and policy makers.