Call Center Operation

2003-05-14 Computers

Author : Duane Sharp
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

Call Centers For Dummies

2010-05-11 Business & Economics

Author : Real Bergevin
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 Operations Management Handbook and Study Guide

2004 Business

Author : Brad Cleveland
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 Centers For Dummies

2010-04-16 Business & Economics

Author : Real Bergevin
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.

Call Center Operation

2003-04-14 Business & Economics

Author : Duane Sharp
Release : 2003-04-14
Genre : Business & Economics
Kind : eBook
Book Rating : 777/5 ( 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 2003-04-14. Available in PDF, EPUB and Kindle. Book excerpt: Complete coverage of the critical issues to set up, manage and efficiently maintain a call center.

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