Performance Management Im Call Center
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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 : 2010-04-16
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.
Performance Management Im Call Center Wie Lassen Sich Effizienz Und Servicequalit T Steigern
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Author : Marco Bucher
language : de
Publisher: diplom.de
Release Date : 2009-04-24
Performance Management Im Call Center Wie Lassen Sich Effizienz Und Servicequalit T Steigern written by Marco Bucher and has been published by diplom.de this book supported file pdf, txt, epub, kindle and other format this book has been release on 2009-04-24 with Business & Economics categories.
Inhaltsangabe:Einleitung: „Guten Tag, was kann ich für Sie tun?“ Diese oder ähnliche Begrüßungsformeln hören Menschen, wenn sie in ein Call Center anrufen. Ob bei Bestellungen, bei der Nachfrage nach Informationen oder bei Reklamationen: in verschiedenen Alltagssituationen treten Kunden über das Call Center in Kontakt mit dem Unternehmen. Call Center sind Organisationseinheiten, in denen sich die Mitarbeiter (sog. Call Center-Agenten) hauptsächlich auf den telefonischen Kontakt mit Kunden, Interessenten und anderen Geschäftspartnern konzentrieren. Die Call Center gewinnen in der Wirtschaft immer mehr an Bedeutung und haben sich in den letzten Jahren zu einem festen Bestandteil betrieblicher Servicekonzepte entwickelt. Nebst der rasanten Entwicklung der Informations- und Kommunikationstechnologie sind hierfür vor allem ein verschärfter Wettbewerbsdruck und die gestiegenen Erwartungen der Kunden entscheidend. Globalisierung und Internationalisierung der Märkte führen dazu, dass immer neue Wettbewerber mit vergleichbaren Produkten und Dienstleistungen auf den Markt drängen. Darüber hinaus sind die Kunden heutzutage über Produkte und Dienstleistungen besser informiert. Dadurch, dass viele Produkte hinsichtlich technischer Ausstattung und Qualität immer ähnlicher und damit aus Kundensicht austauschbar werden, berücksichtigen die Kunden immer stärker, welchen Service ein Unternehmen bietet. Dies hat zur Folge, dass auch die Erwartungen an eine persönliche Betreuung und einen individuellen Service zunehmen. So sind auch die Ansprüche der Kunden an die Qualität der Call Center-Leistungen in den letzten Jahren kontinuierlich angestiegen. Trotz der hohen Erwartungen zeigt sich in der Realität jedoch häufig ein anderes Bild. So stellt aus Kundensicht die telefonische Erreichbarkeit mit akzeptablen Wartezeiten bereits ein zentrales Problem dar. Die Call Center-Agenten gelten bei vielen Kunden als unfreundlich, unmotiviert und inkompetent. Oftmals suchen die Kunden vergeblich nach einem kompetenten Ansprechpartner. Es stellt sich somit die Frage: Wie lassen sich Effizienz und Servicequalität im Call Center steigern? In dieser Arbeit wird erstens der Frage nachgegangen, inwieweit die vorherrschende Arbeitsorganisation in Call Centern als neue Form der Taylorisierung betrachtet werden kann. Weiterhin soll analysiert werden, wie weit sich mit der vorherrschenden Arbeitsorganisation die Erwartungen der Kunden erfüllen und die Ziele der Unternehmen erreichen [...]
Performance Management Im Call Center
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Author : Marco Bucher
language : de
Publisher: Diplomica Verlag
Release Date : 2009-08
Performance Management Im Call Center written by Marco Bucher and has been published by Diplomica Verlag this book supported file pdf, txt, epub, kindle and other format this book has been release on 2009-08 with Business & Economics categories.
In den vergangenen Jahren haben Call Center in der Wirtschaft zunehmend an Bedeutung gewonnen. Neben der rasanten Entwicklung der Informations- und Kommunikationstechnologie sind hierf r vor allem der versch rfte Wettbewerbsdruck und die gestiegenen Erwartungen der Kunden entscheidend. Call Center stellen ein wirkungsvolles Instrument dar, um auf ver nderte Marktsituationen und auf gestiegene Kundenanforderungen angemessen zu reagieren. Dabei werden Call Center von den Unternehmen nicht nur mit dem Ziel der Kosteneinsparung eingerichtet oder genutzt, sondern auch, um ihre Kundenorientierung zu erh hen, bzw. ihre Servicequalit t zu verbessern. In der vorliegenden Arbeit wird untersucht, inwiefern die vorherrschende Arbeitsorganisation in Call Centern geeignet ist, die Call Center-Ziele zu erreichen. Des Weiteren werden Schwachstellen der g ngigen Kennzahlen zur Steuerung der Call Center aufgedeckt. Dazu werden die Determinanten der Kundenzufriedenheit genauer untersucht. Zudem wird die Erfassung und Kontrolle der Mitarbeiterleistung hinsichtlich ihres Beitrags zur Erreichung der Call Center-Ziele analysiert. Ziel der vorliegenden Arbeit ist es, auf Basis der herausgearbeiteten Problemfelder in Call Centern, Handlungsalternativen, Instrumente und Massnahmen zur Steigerung der Effizienz und der Servicequalit t aufzuzeigen.
Performance Management In Call Centres An Introduction
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Author : V. V. Ramani
language : en
Publisher:
Release Date : 2006-04-18
Performance Management In Call Centres An Introduction written by V. V. Ramani and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2006-04-18 with Achievement motivation categories.
This book focuses on the critical aspect of Performance Management System in call centres and the need to motivate employees towards high performance. The assorted articles here focus on key concerns and provide the means to achieve high performance among
Call Center Performance Enhancement Using Simulation And Modeling
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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.
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.
Performance Analysis And Optimization Of Inbound Call Centers
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Author : Raik Stolletz
language : en
Publisher: Springer Science & Business Media
Release Date : 2003-04-17
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 2003-04-17 with Business & Economics categories.
The focus of this book is on the management of inbound call centers. Based on technical performance measures this book develops economic performance measures for different classes of telephone service numbers. Both the numbers of agents and the number of offered phones lines are decision variables in the operational personnel planning process. Since call arrivals as well as call-handling times are random in inbound call centers, this book concentrates on performance analysis and optimization using queueing models. These models may differ with respect to several features, for example, the number of customer classes, the number of differently trained agent groups, the limitation of the waiting room, or the customer's impatience. This book describes mathematical methods and algorithms to relate these decision variables to technical as well as economic performance measures.
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.