1# Library to Find Best eBook for Read
Author : Penny Reynolds
Release : 2003
Genre : Call centers
Kind : eBook
Book Rating : 905/5 ( reviews)
Book Synopsis Call Center Staffing by : Penny Reynolds
Download or read book Call Center Staffing written by Penny Reynolds. This book was released on 2003. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Ger Koole
Release : 2013
Genre : Business & Economics
Kind : eBook
Book Rating : 903/5 ( reviews)
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.
Author : Gerry Barber
Release : 2000
Genre : Call centers
Kind : eBook
Book Rating : 365/5 ( reviews)
Book Synopsis Call Center Forecasting and Scheduling by : Gerry Barber
Download or read book Call Center Forecasting and Scheduling written by Gerry Barber. This book was released on 2000. Available in PDF, EPUB and Kindle. Book excerpt: Call Center Forecasting & Scheduling There is simply no way to establish and operate an effective call center environment without a solid understanding of the principles behind forecasting, staffing, scheduling, service level, queuing dynamics and real-time management. Originally published in the pages of Call Center Management Review, these articles were selected for their educational value, practicality, and most importantly, coverage of timeless call center management principles. - Amazon
Author : Robert W. Lucas
Release : 2001
Genre : Business & Economics
Kind : eBook
Book Rating : 465/5 ( reviews)
Book Synopsis How to Be a Great Call Center Representative by : Robert W. Lucas
Download or read book How to Be a Great Call Center Representative written by Robert W. Lucas. This book was released on 2001. Available in PDF, EPUB and Kindle. Book excerpt: Give your front-line call center staff the training they need With How to Be a Great Call Center Representative, call-center staff will learn what technology-based customer service is all about, including the history, terminology, legislation, and technology options. This book is designed to supplement and enhance the industry-specific policies and procedures plus local, state, and federal guidelines to which a call center staff must adhere. Filled with exercises and self-assessments, the course presents specific, practical strategies for improving listening skills, building trust with customers, problem solving, and decision-making--all within the context of a busy call center. How to Be a Great Call Center Representative provides all the tools needed to be confident in handling customers and building a foundation for future growth and advancement. Readers will learn how to: Identify the roles and responsibilities of a call center staff Prepare yourself to deliver quality service Learn to communicate successfully Identify current legislation, terminology, and technology affecting call center staff Develop skills for building trust Enhance telephone verbal skills and vocal quality Build problem solving and decision-making skills Learn to handle difficult customer situations Improve your time-management and multitasking skills Identify ways to control your stress level Learn to recover from mistakes-yours and your customer's. This is an ebook version of the AMA Self-Study course. If you want to take the course for credit you need to either purchase a hard copy of the course through amaselfstudy.org or purchase an online version of the course through www.flexstudy.com.
Author : California. Employment Development Department
Release : 1999
Genre : Call centers
Kind : eBook
Book Rating : /5 ( reviews)
Book Synopsis Report to the Legislature by : California. Employment Development Department
Download or read book Report to the Legislature written by California. Employment Development Department. This book was released on 1999. Available in PDF, EPUB and Kindle. Book excerpt:
