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Call Center Leadership and Business Management Handbook and Study Guide

2003 Call centers
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Release : 2003
Genre : Call centers
Kind : eBook
Book Rating : 772/5 ( reviews)

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Book Synopsis Call Center Leadership and Business Management Handbook and Study Guide by : Brad Cleveland

Download or read book Call Center Leadership and Business Management Handbook and Study Guide written by Brad Cleveland. This book was released on 2003. Available in PDF, EPUB and Kindle. Book excerpt: This handbook is part four 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 Leadership and Business Management Handbook and Study Guide applies proven leadership and business practices to the call center environment. The study guide opens with guidance on developing an effective vision, mission, strategy and valuation model. Next, it explores leadership and communication best practices and highlights those skills and aptitudes that are most important in the call center. The unique environment of the call center is discussed next, with a focus on navigating future trends and requirements. The fourth section of the guide provides professionals with solid principles on developing business plans, improving operations and managing contracts. The study guide comes to a close with an overview of financial principles that call center professionals should understand.

Call Center Operations Management Handbook and Study Guide

2004 Business
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Release : 2004
Genre : Business
Kind : eBook
Book Rating : 758/5 ( reviews)

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Book Synopsis Call Center Operations Management Handbook and Study Guide by : Brad Cleveland

Download or read book Call Center Operations Management Handbook and Study Guide written by Brad Cleveland. This book was released on 2004. Available in PDF, EPUB and Kindle. Book excerpt: 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 People Management Handbook and Study Guide

2004 Business
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Release : 2004
Genre : Business
Kind : eBook
Book Rating : 741/5 ( reviews)

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Book Synopsis Call Center People Management Handbook and Study Guide by : Brad Cleveland

Download or read book Call Center People Management Handbook and Study Guide written by Brad Cleveland. This book was released on 2004. Available in PDF, EPUB and Kindle. Book excerpt: This handbook/study guide is part one 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. Topics in People Management include: *Organizational structure *Staffing *Hiring and retention *Turnover *Training *Performance objectives *Monitoring and coaching *Motivation and culture *Career development *Legal and regulatory issues

Call Center Customer Relationship Management Handbook and Study Guide

2003-02-01 Call centers
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Release : 2003-02-01
Genre : Call centers
Kind : eBook
Book Rating : 765/5 ( reviews)

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Book Synopsis Call Center Customer Relationship Management Handbook and Study Guide by : Brad Cleveland

Download or read book Call Center Customer Relationship Management Handbook and Study Guide written by Brad Cleveland. This book was released on 2003-02-01. Available in PDF, EPUB and Kindle. Book excerpt: This handbook is part three 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 Customer Relationship Management Handbook and Study Guide provides call center professionals with the information they need to build customer relationships effectively. It begins by exploring key customer relationship management principles, including the value of customer satisfaction and loyalty, and customer segmentation. Measuring customer satisfaction is the focus of the second section of the guide as it provides practical information on measurement methodologies and contributors to customer satisfaction. The guide then transitions into establishing strategies that support organizationwide objectives and align people, processes and technologies with these goals. The fourth section of the guide highlights the importance of a cross-functional approach to customer relationship management and places the responsibility for initiating this involvement squarely on the shoulders of the call center professional. The study guide's final section includes actionable guidance on supporting customer relationship management with innovative technology, effective processes and essential employee development.

Call Centers For Dummies

2010-04-16 Business & Economics
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Release : 2010-04-16
Genre : Business & Economics
Kind : eBook
Book Rating : 430/5 ( 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 2010-04-16. 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.

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