Bottom Line Call Center Management

Author : David L. Butler
Publisher : Routledge
Page : 201 pages
File Size : 46,6 Mb
Release : 2007-06-01
Category : Business & Economics
ISBN : 9781136426216

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Bottom-Line Call Center Management by David L. Butler Pdf

'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.

Author : Real Bergevin,Afshan Kinder,Winston Siegel,Bruce Simpson
Publisher : John Wiley & Sons
Page : 391 pages
File Size : 51,8 Mb
Release : 2010-04-16
Category : Business & Economics
ISBN : 9780470677438

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Call Centers For Dummies by Real Bergevin,Afshan Kinder,Winston Siegel,Bruce Simpson Pdf

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.

Author : Brad Cleveland,Julia Mayben
Publisher : ICMI Inc.
Page : 312 pages
File Size : 44,9 Mb
Release : 1997
Category : Business & Economics
ISBN : 0965909301

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Call Center Management on Fast Forward by Brad Cleveland,Julia Mayben Pdf

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.

Author : Robert A. Rudzki,Douglas A. Smock,Michael Karzorke,Shelley Stewart Jr.
Publisher : J. Ross Publishing
Page : 288 pages
File Size : 49,9 Mb
Release : 2005-10-15
Category : Business & Economics
ISBN : 1932159495

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Straight to the Bottom Line by Robert A. Rudzki,Douglas A. Smock,Michael Karzorke,Shelley Stewart Jr. Pdf

This book provides a clear understanding of performance improvement opportunities and what is at stake if these opportunities are overlooked. It outlines a powerful and logical approach for assessing the state-of-play in any organization, and offers ways to estimate the specific opportunities related to implementing a change in strategy and practices. It also details a comprehensive framework for organizing the transformation plan across multiple dimensions, and gives advice on which areas to focus on first in order to build and ensure success.

Author : Jon Anton,Natalie L. Petouhoff
Publisher : Unknown
Page : 276 pages
File Size : 52,5 Mb
Release : 2002
Category : Business & Economics
ISBN : 0130990698

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Customer Relationship Management by Jon Anton,Natalie L. Petouhoff Pdf

This work recommends initiatives for improving customer service and managing change, describing methodologies geared toward building relationships through customer-perceived value instruments, monitoring customer relationship indices, and changing the corporate culture and the way people work. Anton is director of benchmark research at Purdue University's Center for Customer-Driven Quality. Petouhoff works in the private sector. Annotation copyrighted by Book News, Inc., Portland, OR.

Author : Real Bergevin,Afshan Kinder,Winston Siegel,Bruce Simpson
Publisher : John Wiley & Sons
Page : 384 pages
File Size : 51,7 Mb
Release : 2010-05-11
Category : Business & Economics
ISBN : 0470678402

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Call Centers For Dummies by Real Bergevin,Afshan Kinder,Winston Siegel,Bruce Simpson Pdf

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.

Author : Robert Lamb
Publisher : Lulu.com
Page : 159 pages
File Size : 52,5 Mb
Release : 2010-05-18
Category : Electronic
ISBN : 9780557463480

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Improving Your Bottom Line Through the Contact Center by Robert Lamb Pdf

This book is intended for non-technical business executives and professionals wishing to understand the relevance of customer contact to business profitability. The author intends to illustrate in common vernacular of how a service first, customer oriented approach to customer contact can positively affect your company’s bottom line. This book provides the conceptual basis and supporting logic for developing a business case for transforming and optimizing your contact center as a strategic initiative. The focus on the “so what†portion of the contact center discussion, and will stay away from the nuts and bolts detail of how to select or to implement the technology.

Author : Brad Cleveland
Publisher : ICMI Press (International Customer Management Institute)
Page : 491 pages
File Size : 44,5 Mb
Release : 2012
Category : Business & Economics
ISBN : 0985461101

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Call Center Management on Fast Forward by Brad Cleveland Pdf

Author : Thomas Woll
Publisher : Chicago Review Press
Page : 401 pages
File Size : 41,5 Mb
Release : 2010
Category : Business & Economics
ISBN : 9781569765647

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Publishing for Profit by Thomas Woll Pdf

Publishing is a rapidly changing business, and this comprehensive reference is right in step--covering operations, finances, and personnel management as well as product development, production, and marketing. Written for the practicing professional just starting out or looking to learn new tricks of the trade, this revised and expanded fourth edition contains updated industry statistics and benchmark figures, features up-to-date strategies for creating new revenue streams such as online marketing and sales and e-book publishing, and provides new information on using financial information to make key management decisions. More than two dozen highly practical forms and sample contracts for immediate use are also included.

Author : Blgs Publishers
Publisher : Unknown
Page : 98 pages
File Size : 53,8 Mb
Release : 2016-09-16
Category : Electronic
ISBN : 1537719971

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Customer Service Representatives by Blgs Publishers Pdf

This book tries to bring together the important information for a last minute preparation in as low as 60 minutes for a career in Customer Service. In this book you will find the most frequently asked job interview questions for both support center and call center environments. It covers questions related to excellent customer service, respecting the customer's time, customer development, workflows, processes and business needs, customer relations, problem resolution, time management, effective customer service, customers' expectations, customers inquiries, customer feedback, resolve problems.It has been well written to make it a very quick read. It also covers non-technical,HR and Personnel questions in brief.

Author : Real Bergevin
Publisher : John Wiley & Sons
Page : 386 pages
File Size : 40,9 Mb
Release : 2006-01-20
Category : Electronic
ISBN : 8126507101

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Call Centers for Dummies by Real Bergevin Pdf

Call Centers for Dummies is the ideal resource for call center managers. Using Call Centers for Dummies, the manager is equipped with a guide that, working under the principals of revenue generation, efficiency, and customer satisfaction, will improve results measurably. Instead of viewing the call center only as a cost center, managers, equipped with new tools, will be able to affect the bottom line through continuous. Part I: From the Ground Up: An Overview of the Call Center.Part II: The Master Plan: Finance, Analysis, and Resource Management.Part III: Making Life Better With Technology.Part IV: Ensuring Continuous Improvement'.Part V: Handling the Calls: Where It All Comes TogetherPart VI: The Part of Tens

Author : Alison Green
Publisher : Ballantine Books
Page : 306 pages
File Size : 42,8 Mb
Release : 2018-05-01
Category : Business & Economics
ISBN : 9780399181818

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Ask a Manager by Alison Green Pdf

From the creator of the popular website Ask a Manager and New York’s work-advice columnist comes a witty, practical guide to 200 difficult professional conversations—featuring all-new advice! There’s a reason Alison Green has been called “the Dear Abby of the work world.” Ten years as a workplace-advice columnist have taught her that people avoid awkward conversations in the office because they simply don’t know what to say. Thankfully, Green does—and in this incredibly helpful book, she tackles the tough discussions you may need to have during your career. You’ll learn what to say when • coworkers push their work on you—then take credit for it • you accidentally trash-talk someone in an email then hit “reply all” • you’re being micromanaged—or not being managed at all • you catch a colleague in a lie • your boss seems unhappy with your work • your cubemate’s loud speakerphone is making you homicidal • you got drunk at the holiday party Praise for Ask a Manager “A must-read for anyone who works . . . [Alison Green’s] advice boils down to the idea that you should be professional (even when others are not) and that communicating in a straightforward manner with candor and kindness will get you far, no matter where you work.”—Booklist (starred review) “The author’s friendly, warm, no-nonsense writing is a pleasure to read, and her advice can be widely applied to relationships in all areas of readers’ lives. Ideal for anyone new to the job market or new to management, or anyone hoping to improve their work experience.”—Library Journal (starred review) “I am a huge fan of Alison Green’s Ask a Manager column. This book is even better. It teaches us how to deal with many of the most vexing big and little problems in our workplaces—and to do so with grace, confidence, and a sense of humor.”—Robert Sutton, Stanford professor and author of The No Asshole Rule and The Asshole Survival Guide “Ask a Manager is the ultimate playbook for navigating the traditional workforce in a diplomatic but firm way.”—Erin Lowry, author of Broke Millennial: Stop Scraping By and Get Your Financial Life Together

Author : Sharon Taylor
Publisher : Prentice Hall
Page : 208 pages
File Size : 49,8 Mb
Release : 2017-04-28
Category : Electronic
ISBN : 0134769961

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Service Intelligence by Sharon Taylor Pdf

Get the Right IT Services, on the Right terms, Without Hassles or Overpaying To gain the full benefits of technology--and avoid the staggering costs of technology failure--you must manage IT with vision, direction, and expertise. Only one set of methods is robust enough to do this: IT Service Management (ITSM). In Service Intelligence, ITSM pioneer Sharon Taylor shows business managers how to make the most of it. You'll learn how to ensure service quality, anticipate vulnerabilities, improve reliability, and link IT directly to business performance. Taylor explains ITSM from a true business point of view, cutting through jargon and helping you drive value without becoming overly technical. She gives you powerful tools for negotiating IT services more effectively, improving IT ROI, and escaping "captivity" to either internal or external IT providers. Coverage includes * Recognizing what excellent IT service looks like and assessing what you're getting now * Selecting the best IT service providers and services for your needs * Spotting and rectifying trouble with internal or external supplier relationships * Making sure you don't pay for services you don't need * Negotiating services, requirements, levels, price, quality, and delivery * Leveraging ITSM practices without losing focus on the business * Creating business-focused service reports and scorecards that focus on what matters most

Author : Carolyn A. Martin,Bruce Tulgan
Publisher : Human Resource Development Press
Page : 176 pages
File Size : 42,9 Mb
Release : 2003-01-01
Category : Business & Economics
ISBN : 0874257433

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The Customer Service Intervention by Carolyn A. Martin,Bruce Tulgan Pdf

The Customer Service Intervention offers a practical, step-by-step program that will teach you how to quickly assess the effectiveness of your staff; launch an intervention to keep your staff service savvy; and seize opportunities every day to improve the quality of every customer interaction.

Author : Greg L. Stewart,Kenneth G. Brown
Publisher : Wiley Global Education
Page : 648 pages
File Size : 43,5 Mb
Release : 2014-02-14
Category : Business & Economics
ISBN : 9781118801307

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Human Resource Management, 3rd Edition by Greg L. Stewart,Kenneth G. Brown Pdf

Human Resource Management: Linking Strategy to Practice 3e is designed to help students understand traditional human resource concepts within a decision-making framework. This strategic framework helps students not only develop a set of human resource tools, but also determine which tools are appropriate to use for different situations. Written in a clear and friendly style, the text emphasizes how organizations excel when they have consistent human resource practices that align with their strategic direction.Ê Ideal for business students, Human Resource Management prepares students to think about how human resource decisions and strategic organization planning work together for maximum success.