Maximizing Call Center Performance
DOWNLOAD
AUDIOBOOK
READ ONLINE
Download Maximizing Call Center Performance PDF/ePub or read online books in Mobi eBooks. Click Download or Read Online button to get Maximizing Call Center Performance book now. This website allows unlimited access to, at the time of writing, more than 1.5 million titles, including hundreds of thousands of titles in various foreign languages. If the content not found or just blank you must refresh this page
Maximizing Call Center Performance
DOWNLOAD
AUDIOBOOK
READ ONLINE
Author : Madeline Bodin
language : en
Publisher: CRC Press
Release Date : 1999-01-01
Maximizing Call Center Performance 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 1999-01-01 with Computers categories.
Ever wish you could find out how North America's biggest and most advanced call centers are really using call center technology? Want to know how successful call centers have solved the problems behind basic call center functions such as order handling, h
Call Centers For Dummies
DOWNLOAD
AUDIOBOOK
READ ONLINE
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.
Cases In Call Center Management
DOWNLOAD
AUDIOBOOK
READ ONLINE
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 Performance Enhancement Using Simulation And Modeling
DOWNLOAD
AUDIOBOOK
READ ONLINE
Author : Jon Anton
language : en
Publisher: Purdue University Press
Release Date : 1999
Call Center Performance Enhancement Using Simulation And Modeling 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 1999 with Business & Economics categories.
The management and design of call centres is increasing in complexity due to advancing technology and rising customer expectations. This guide provides managers with an understanding of the role, value and practical deployment of simulation in the planning, management and analysis of call centres.
Call Center Management On Fast Forward
DOWNLOAD
AUDIOBOOK
READ ONLINE
Author : Brad Cleveland
language : en
Publisher: Cmp United Business Media
Release Date : 2006-11-10
Call Center Management On Fast Forward written by Brad Cleveland and has been published by Cmp United Business Media this book supported file pdf, txt, epub, kindle and other format this book has been release on 2006-11-10 with Call centers categories.
The industry's number 1 selling book on call center management! Now updated and expanded, Call Center Management on Fast Forward is the most comprehensive source available on running a call center. It covers every aspect of call center management - service level, forecasting, scheduling, resource calculations, metrics, quality, budgeting, reporting, strategy and key enabling technologies - in a format that is well-organized and easy to understand. The updated and expanded edition contains important new information, including: Trends in customer expectations; Best practices in performance reports and objectives; How to create an effective customer access strategy appropriate for today's environment; How to manage multichannel contacts with quality; New technologies, and how they're changing customer contact services; Improving the call center's strategic impact and ROI; New case studies and examples from Wells Fargo, Starbucks, Aetna and many others.
Designing The Best Call Center For Your Business
DOWNLOAD
AUDIOBOOK
READ ONLINE
Author : Brendan Read
language : en
Publisher: CRC Press
Release Date : 2005-01-02
Designing The Best Call Center For Your Business written by Brendan Read and has been published by CRC Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2005-01-02 with Computers categories.
Designing the Best Call Center for Your Business examines all key aspects of opening and expanding a live agent call center, with in-depth coverage on facilities and workstation design; site selection, including communications and power backups; f
Customer Xperience Leadership A Blueprint To Maximize Performance
DOWNLOAD
AUDIOBOOK
READ ONLINE
Author : Nadav Goldschmidt
language : en
Publisher: World Scientific
Release Date : 2024-01-03
Customer Xperience Leadership A Blueprint To Maximize Performance written by Nadav Goldschmidt and has been published by World Scientific this book supported file pdf, txt, epub, kindle and other format this book has been release on 2024-01-03 with Business & Economics categories.
The success of private sector companies as well as public sector organizations is positively correlated with the level of customer experience they deliver. Outstanding experiences lead to high performance, satisfied customers, and many other positive outcomes. Poor experiences lead to countless negative problems and obstacles within the company and dissatisfied, frustrated customers outside.Given the importance of experiences, substantial resources are invested in improving them. Yet, the results are often disappointing. Companies have a difficult time fulfilling customers' expectations and satisfying their needs consistently, over time. Especially in the digital era we live in. This raises a question: Is there a roadmap that can help people and organizations achieve their experience goals? This book focuses on this issue.This interdisciplinary book offers a holistic, step-by-step blueprint for students, practitioners, and managers interested in understanding how to create exceptional customer experiences and learning how to effectively manage them. A unique model is presented. It includes four parts which are broken down into fourteen lectures. Each lecture deals with a specific topic and includes research-based figures and graphs, practical tools, and easy-to-implement customer-focused actions. Every lecture is one piece of the blueprint and together, they offer a path to experience leadership.
Effective Call Center Soft Skills
DOWNLOAD
AUDIOBOOK
READ ONLINE
Author :
language : en
Publisher: Excel Books India
Release Date :
Effective Call Center Soft Skills written by and has been published by Excel Books India this book supported file pdf, txt, epub, kindle and other format this book has been release on with categories.
Bottom Line Call Center Management
DOWNLOAD
AUDIOBOOK
READ ONLINE
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.
The Invisible Customer
DOWNLOAD
AUDIOBOOK
READ ONLINE
Author : Brian Clegg
language : en
Publisher: Kogan Page Publishers
Release Date : 2000
The Invisible Customer written by Brian Clegg and has been published by Kogan Page Publishers this book supported file pdf, txt, epub, kindle and other format this book has been release on 2000 with Business & Economics categories.
This volume explores the customer care aspect of e-business. Based on practical experience, it advises on how to make customer service count in environments where staff are often transitory and under-motivated, and where less contact time is better.