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Call Center Optimization

2013 Business & Economics
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Release : 2013
Genre : Business & Economics
Kind : eBook
Book Rating : 903/5 ( reviews)

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Book Synopsis Call Center Optimization by : Ger Koole

Download or read book Call Center Optimization written by Ger Koole. This book was released on 2013. Available in PDF, EPUB and Kindle. Book excerpt: This book gives an accessible overview of the role and potential of mathematical optimization in call centers. It deals extensively with all aspects of workforce management, but also with topics such as call routing and the scheduling of multiple channels. It does so without going into the mathematics, but by focusing on understanding its consequences. This way the reader will get familiar with workload forecasting, the Erlang formulas, simulation, and so forth, and learn how to improve call center performance using it. The book is primarily meant for call center professionals involved in planning and business analytics, but also call center managers and researchers will find it useful. There is an accompanying website which contains several online calculators.

Call Centers For Dummies

2010-05-11 Business & Economics
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Release : 2010-05-11
Genre : Business & Economics
Kind : eBook
Book Rating : 402/5 ( reviews)

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Book Synopsis Call Centers For Dummies by : Real Bergevin

Download or read book Call Centers For Dummies written by Real Bergevin. This book was released on 2010-05-11. Available in PDF, EPUB and Kindle. Book excerpt: 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.

Call Center Management on Fast Forward

2012 Business & Economics
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Release : 2012
Genre : Business & Economics
Kind : eBook
Book Rating : 102/5 ( reviews)

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Book Synopsis Call Center Management on Fast Forward by : Brad Cleveland

Download or read book Call Center Management on Fast Forward written by Brad Cleveland. This book was released on 2012. Available in PDF, EPUB and Kindle. Book excerpt:

Call Center Management on Fast Forward

1997 Business & Economics
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Release : 1997
Genre : Business & Economics
Kind : eBook
Book Rating : 303/5 ( reviews)

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Book Synopsis Call Center Management on Fast Forward by : Brad Cleveland

Download or read book Call Center Management on Fast Forward written by Brad Cleveland. This book was released on 1997. Available in PDF, EPUB and Kindle. Book excerpt: 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 Center Operation

2003-05-14 Computers
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Release : 2003-05-14
Genre : Computers
Kind : eBook
Book Rating : 611/5 ( reviews)

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Book Synopsis Call Center Operation by : Duane Sharp

Download or read book Call Center Operation written by Duane Sharp. This book was released on 2003-05-14. Available in PDF, EPUB and Kindle. Book excerpt: 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

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