Contact Center Complete Handbook How To Analyze Assess Manage And Deliver Customer Business Needs And Exceed Customer Expectations With Help Desk Call Center Support Center And Service Desk
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Contact Center Complete Handbook How To Analyze Assess Manage And Deliver Customer Business Needs And Exceed Customer Expectations With Help Desk Call Center Support Center And Service Desk
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Author : Ivanka Menken
language : en
Publisher: Emereo Pty Limited
Release Date : 2009
Contact Center Complete Handbook How To Analyze Assess Manage And Deliver Customer Business Needs And Exceed Customer Expectations With Help Desk Call Center Support Center And Service Desk written by Ivanka Menken and has been published by Emereo Pty Limited this book supported file pdf, txt, epub, kindle and other format this book has been release on 2009 with Customer services categories.
The traditional call center-rows of agents in headsets answering calls-is becoming obsolete. In a consumer-driven, Internet-enabled world, your customers aren't just calling you. They want to reach you via email, IM, text, and more. And simply "taking" calls isn't enough to keep customers loyal-you need to proactively reach out to build relationships, upsell, and solve problems before they become deal-breakers. In short, you need a contact center. You need to reach your customers using the communications channels they want. You need to balance inbound and outbound communications so that no one is left waiting. And you have to do all of this while cutting costs, improving agent efficiency, and maximizing the value of every customer. This book helps. From internal operations to customer relationship management, it offers solutions to help make your entire contact center more effective. This Contact Center book focuses on strategies for effective customer care and problem resolution, as well as the fundamentals for help desk, Contact Center, and customer support processes and tools, and an introduction to ITIL processes. "Covers every detail, including some missed in other books - This thorough book provides a clear roadmap to designing, implementing and operating contact centers. The author leaves no key process out and completely covers everything from initial concept to measuring support effectiveness and process improvement." This book delivers everything for to develop a knowledge and understanding of Contact Center operations: * How to assess customer business needs and exceed customer expectations * Critical processes and procedures to resolve incidents quickly and consistently * Numerous Contact Center Blueprints, templates and checklists * Processes and procedures for Incident, Problem and Service Level Management * Ways to create win-win interactions with customers, management, and team members * An awareness of ITIL processes Besides the holistic view of the contact center technologies, you will find the sections on Building a Customer Contact Technology Strategies and Service Level Management to be valuable every day, every project. Great diagrams and charts add tremendous value to the clear and concise writing. This is also a book that will stand the test of time; the principles surrounding business drivers and the realistic expectations regarding CRM will provide value to contact center strategists for many years. Covering Strategy and Operations Both, this book is able to effectively cover both the strategic and operational issues in a comprehensive, easy-to-understand manner. Every chapter of the book is well written with lots of valuable information. Excellent advice based on reality, from the moment you open this book, you can tell the people who wrote it had worked in call centers. The advice is comprehensive and throughout the book they offer resources for additional information. If you have to give feedback to call center employees, get this book! If you are a new or seasoned call center manager, get this book. If you need to motivate call center employees, get this book! It is worth the money. This book will turn out to be the most useful. Great for entrants - as well as those with experience in the industry, the book is well laid out and explains Contact Centers in detail. It gets right to the point of which data is important to gather and how to best illustrate that data. It helps to better organize KPI's and focus on just a few important pieces of data instead of having to sift through piles of numbers. This book also helps to become better at workforce management strategies and forecasting. This book will certainly bring you up to speed quickly. Even after reading and applying everything in the book, you will find yourself continue to reference it all the time.
Contact Center Complete Handbook
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Author : Ivanka Menken
language : en
Publisher:
Release Date : 2009
Contact Center Complete Handbook written by Ivanka Menken and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2009 with categories.
Support Center Complete Handbook How To Analyze Assess Manage And Deliver Customer Business Needs And Exceed Customer Expectations With Help Desk Support Center And Service Desk
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Author : Ivanka Menken
language : en
Publisher:
Release Date : 2009
Support Center Complete Handbook How To Analyze Assess Manage And Deliver Customer Business Needs And Exceed Customer Expectations With Help Desk Support Center And Service Desk written by Ivanka Menken and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2009 with Business & Economics categories.
The Art of Service is the leader in publications, certification and training for IT Service Management help desk, support center, and service desk professionals. Support center analysts provide front line support and act as the primary contact for customers. For this reason, it is important that these help desk professionals provide the highest quality customer care with every interaction. This Support Center Analyst book focuses on strategies for effective customer care and problem resolution, as well as the fundamentals for help desk, support center, and customer support processes and tools, and an introduction to ITIL processes. "Covers every detail, including some missed in other books - This thorough book provides a clear roadmap to designing, implementing and operating a help desk. The author leaves no key process out and completely covers everything from initial concept to measuring support effectiveness and process improvement." This book delivers everything for Support staff who want to develop a knowledge and understanding of help desk and support center operations: * How to assess customer business needs and exceed customer expectations * Critical processes and procedures to resolve incidents quickly and consistently * Numerous Support Center Blueprints, templates and checklists * Processes and procedures for Incident, Problem and Service Level Management * Ways to create win-win interactions with customers, management, and team members * An awareness of ITIL processes Table of Contents: Introduction, What Is Itil?, Reasons For Implementation, Implementing Itil, Implementation Of Service Strategy, Implementing Service Design, Implementing Service Transition, Implementing Service Operation, Implementation Of Csi, Case Studies, The It Service Management Itil V3 Benchmark Checklist, Service Strategy - The Practice Of Service Management, Service Design - Service Management As A Practice, Service Transition - Service Management As A Practice, Service Operation - Service Management As A Practice, Continual Service Improvement- Service Management As A Practice, Conclusion, Customer Service, Instant Feedback, Setting The Right Kpis, Customer Service - An Imperative, Golden Rule #1: Put The Customer First, Golden Rule #2: Stay Close To Your Customers, Golden Rule #3: Pay Attention To The Little Details, Conclusion, Five Rules Of Customer Care, Choosing The Right Customer Service Representatives, Significant Points, Nature Of The Work, Work Environment., Training, Other Qualifications, And Advancement, Education And Training., Other Qualifications., Advancement., Employment, Job Outlook, Employment Change., Job Prospects., Projections Data, Earnings, Related Occupations, Differentiating Your Organization Through Customer Focus, The Customer Focus Model, The Customer Focus Approach, Conclusion, Hiring The Best Customer Service Representatives, The Interview And Selection Process, Sample Customer Service Focused Interview Questions, Interviewing, Tips On Interviewing, Checking References, Recording A Profile Of Impressions, Recruiting, Assessing Your Recruitment And Selection Practices, Appendix Sample Customer Service Plan, Acme Customer Service Plan, Background, Executive Order, Principles, Approach/scope, Our Customers, Standards, Process Attributes, Quality Attributes, Organization-wide Standards, Future Efforts, Incident Management Introduction Roadmap, Incident Management Presentation, Supporting Documents, Business Justification Document, Objectives And Goals, Policies Objectives And Goals, Incident Category Definition, Communication Plan, Incident Management Process Flow, Reports Kpi's And Metrics, Incident Ticket Template, Incident Management Process, Implementation And Project Plan, Introduction, Introduction To Service Desk, Introduction To Incident Management...AND MUCH MORE
How To Manage The It Helpdesk
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Author : Noel Bruton
language : en
Publisher: Routledge
Release Date : 2002
How To Manage The It Helpdesk written by Noel Bruton and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2002 with Business & Economics categories.
The result of over 15 years of practical experience, this volume offers tools for measuring IT help desk productivity and features ten steps for successful support, demonstrating successes and failures through real life case studies.
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.
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
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."
The Customer Care And Contact Center Handbook
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Author : Garry Schultz
language : en
Publisher:
Release Date : 2003
The Customer Care And Contact Center Handbook written by Garry Schultz and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2003 with Call centers categories.
Customer satisfaction is at the heart of most businesses, and the customer contact center is usually the key to maintaining that satisfaction. At a time in which technological advances, cultural changes, and increasing customer expectations make customer interaction more demanding than ever, the successful performance of a customer call center is vital. The Customer Care and Contact Center Handbook was written to help managers create and maintain a world-class customer contact center, incorporating the many methods customers may use to contact a company. This guide is ideal for anyone who wishes to understand the parameters of the creation and maintenance of a world-class customer care center, especially those responsible for the formation or overhaul of a contact center. Preview a sample chapter from this book along with the full table of contents by clicking here. You will need Adobe Acrobat to view this pdf file.
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.
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
