Call Center Customer Relationship Management Handbook And Study Guide

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Call Center Customer Relationship Management Handbook and Study Guide

Brad Cleveland,Debbie Harne
Call Center Customer Relationship Management Handbook and Study Guide Book PDF

Author : Brad Cleveland,Debbie Harne
Publisher : ICMI Press (International Customer Management Institute)
Page : 336 pages
File Size : 44,8 Mb
Release : 2003-02-01
Category : Call centers
ISBN : 0970950764

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Call Center Customer Relationship Management Handbook and Study Guide by Brad Cleveland,Debbie Harne Pdf

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 Center Operations Management Handbook and Study Guide

Brad Cleveland,Debbie Harne
Call Center Operations Management Handbook and Study Guide Book PDF

Author : Brad Cleveland,Debbie Harne
Publisher : ICMI Press (International Customer Management Institute)
Page : 474 pages
File Size : 49,8 Mb
Release : 2004
Category : Business
ISBN : 0970950756

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Call Center Operations Management Handbook and Study Guide by Brad Cleveland,Debbie Harne Pdf

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

Brad Cleveland,Debbie Harne
Call Center People Management Handbook and Study Guide Book PDF

Author : Brad Cleveland,Debbie Harne
Publisher : ICMI Press (International Customer Management Institute)
Page : 476 pages
File Size : 46,9 Mb
Release : 2004
Category : Business
ISBN : 0970950748

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Call Center People Management Handbook and Study Guide by Brad Cleveland,Debbie Harne Pdf

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 Leadership and Business Management Handbook and Study Guide

Brad Cleveland,Debbie Harne
Call Center Leadership and Business Management Handbook and Study Guide Book PDF

Author : Brad Cleveland,Debbie Harne
Publisher : ICMI Press (International Customer Management Institute)
Page : 128 pages
File Size : 54,8 Mb
Release : 2003
Category : Call centers
ISBN : 0970950772

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Call Center Leadership and Business Management Handbook and Study Guide by Brad Cleveland,Debbie Harne Pdf

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.

The Call Center Handbook

Keith Dawson
The Call Center Handbook Book PDF

Author : Keith Dawson
Publisher : CRC Press
Page : 283 pages
File Size : 46,7 Mb
Release : 2003-11-20
Category : Technology & Engineering
ISBN : 9781482295658

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The Call Center Handbook by Keith Dawson Pdf

Need to know how to buy a phone switch for your call center? How to measure the productivity of agents? How to choose from two cities that both want your center? No problem. The Call Center Handbook is a complete guide to starting, running, and im

The CRM Handbook

Jill Dyché
The CRM Handbook Book PDF

Author : Jill Dyché
Publisher : Addison-Wesley Professional
Page : 338 pages
File Size : 49,6 Mb
Release : 2002
Category : Business & Economics
ISBN : 0201730626

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The CRM Handbook by Jill Dyché Pdf

CRM is an integrated information system that is used to plan, schedule and control the pre-sales and post-sales activities in an organization. This text is a manager's guide to making the most of CRM techniques for enhancing customer service, sales force effectiveness and marketing strategy.

Call Centers For Dummies

Real Bergevin,Afshan Kinder,Winston Siegel,Bruce Simpson
Call Centers For Dummies Book PDF

Author : Real Bergevin,Afshan Kinder,Winston Siegel,Bruce Simpson
Publisher : John Wiley & Sons
Page : 391 pages
File Size : 45,5 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.

Customer Relationship Management Systems Handbook

Duane E. Sharp
Customer Relationship Management Systems Handbook Book PDF

Author : Duane E. Sharp
Publisher : CRC Press
Page : 220 pages
File Size : 49,8 Mb
Release : 2002-07-19
Category : Business & Economics
ISBN : 9781040080177

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Customer Relationship Management Systems Handbook by Duane E. Sharp Pdf

This handbook provides a detailed description and analysis of the concepts, processes, and technologies used in the development and implementation of an effective customer relationship (CRM) strategy. It takes readers through the evolution of CRM- from its early beginning to today's sophisticated data warehouse-based systems. Illustrations enhance the textual presentation. Case studies provide insight and lessons-to-be-learned and describe the benefits of successful CRM implementations. The chapter on privacy issues covers the processes companies use to ensure the privacy of their customer data, the last chapter explores the benefits of a well-conceived CRM strategy.

Call Center Operation

Duane Sharp
Call Center Operation Book PDF

Author : Duane Sharp
Publisher : Digital Press
Page : 303 pages
File Size : 42,7 Mb
Release : 2003-04-28
Category : Computers
ISBN : 155558277X

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Call Center Operation by Duane Sharp Pdf

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

Customer Relationship Management

Subhasish Das
Customer Relationship Management Book PDF

Author : Subhasish Das
Publisher : Excel Books India
Page : 144 pages
File Size : 53,9 Mb
Release : 2007
Category : Contracting out
ISBN : 8174465316

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Customer Relationship Management by Subhasish Das Pdf

This book provides a perceptive on CRM that we believe has been lacking for some time i.e. how to use CRM and its implementation on ITES/BPO.This book gives an overview CRM its implementation on BPO/ITES and certainly helps the aspiring people who want to join the growing industry of ITES.It is not a theoretical treatise on CRM, nor is it an untested vision of futurists. Every chapter is based on the author's real world observation and experiences with companies. This book is eminently practical for ITES/BPO, ITES training centers.

Customer Relationship Management

Chaturvedi
Customer Relationship Management Book PDF

Author : Chaturvedi
Publisher : Excel Books India
Page : 222 pages
File Size : 55,9 Mb
Release : 2006-03-30
Category : Business & Economics
ISBN : 8174464565

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Customer Relationship Management by Chaturvedi Pdf

About the Book: Customer Relationship Management CRM was born in the 1990s in the West. In the initial phases, the over enthusiastic businesses invested almost US$ 400 billion. But, the very same businesses were disheartened very soon primarily because there were no * visible. And, there were no quick results mainly because 80 per cent of the investments were made in technology. 'CRM' meant 'technology' to them then; 'CRM' means 'technology' to them even today. However, no business need bother so long as it is ready to go by the 'human' aspect of CRM, and take technology only as a facilitator. This book is an attempt to present this 'human' side of CRM. The authors' belief is that, in the long-term, CRM can be successful only due to its 'human' face. The book is arranged in three Parts. Part I, Customer Relationship Management, contains the academic inputs titled as Customer is King, Customer Managed Relationships MINI-Marketing, Types of CRM, Building Blocks of CRM & CRM Strategies, Customer Relationship Management by Indian Firms, Customer Retention Strategies, HRM in CRM, and Implementing a Technology-based CRM Solution. Part II, Call Centre Management, covers the areas concerning the working of a call centre titled as The Call Centre, Call Centre Functionality, Team Building, Customer Relationship Management, Web-based Customer Support, and Contact Centre Glossary. Part III, Cases, gives a first-hand idea of the working of CRM in the more peculiar contexts, like public sector undertakings through five well documented cases. Contents Part I: Customer Relationship Management, Customer is King, Customer Managed Relationships-Mini-Marketing, Types of CRM, Building Blocks of CRM & CRM Strategy, Customer Relationship Management by Indian Firms, Customer Retention Strategies, HRM in CRM, Implementing a Technology-based CRM Solution, Future Trends in CRM Part II: Call Centre Management, The Call Centre, Call Centre Functionality, Team Building, Customer Relatio

CUSTOMER RELATIONSHIP MANAGEMENT

KAUSHIK MUKERJEE
CUSTOMER RELATIONSHIP MANAGEMENT Book PDF

Author : KAUSHIK MUKERJEE
Publisher : PHI Learning Pvt. Ltd.
Page : 189 pages
File Size : 49,7 Mb
Release : 2007-07-25
Category : Business & Economics
ISBN : 9788120332850

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CUSTOMER RELATIONSHIP MANAGEMENT by KAUSHIK MUKERJEE Pdf

"This textbook on CRM, a new approach to marketing, is comprehensive and managerially very useful. Its case studies with a mixture of Indian and non-Indian cases, are extremely interesting and will be fun for students to learn and for instructors to teach." JAGDISH N. SHETH, Professor of Marketing,Emory University This straightforward and easy-to-read text provides students of manage-ment and business studies with a thorough understanding of fundamental abilities and strategies that lead to the successful implementation of practice of CRM (Customer Relationship Management), regarded as the wonder solution to all the problems encountered by marketers. To cope with the increasing intensity of competition, necessitating a drive towards enhancement of customer satisfaction, the book emphasizes the need for integration and coordination along the value chain to effectively and efficiently manage customers. The book focuses on best practices in CRM and illustrates along the way through several interesting case studies how CRM has been used in various industries to build relationships with customers. The book also provides a solid grounding in tools, techniques and technologies used in CRM and explains in detail the power of eCRM to help companies make their vision of CRM a reality. The text is intended for students of MBA, PGDM (Postgraduate Diploma in Management), and PGPBA (Postgraduate Programme in Business Administration). Besides, this book is a useful reference for managerial and marketing professionals. KEY FEATURES  Provides insight into contemporary developments in CRM  Cites Indian as well as global examples  Offers case studies on Indian and global companies to highlight the use of CRM

Call Center Interview Questions and Answers: The Guide Handbook

Chetan Singh
Call Center Interview Questions and Answers The Guide Handbook Book PDF

Author : Chetan Singh
Publisher : Chetan Singh
Page : 129 pages
File Size : 44,7 Mb
Release : 2024-06-29
Category : Business & Economics
ISBN : 8210379456XXX

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Call Center Interview Questions and Answers: The Guide Handbook by Chetan Singh Pdf

"Call Center Interview Questions and Answers: The Guide Handbook" is the ultimate resource for anyone looking to ace their call center job interview. This comprehensive guide is packed with practical tips and strategies for preparing for the interview, answering common and behavioral questions, and tackling technical questions with confidence. The book begins by providing an overview of call center roles and responsibilities, highlighting the importance of call center interviews, and outlining key strategies for preparing for the interview. It then dives into a wide range of interview questions, including common questions, behavioral questions, and technical questions related to call center software and tools. Throughout the book, readers will find sample answers to each question, along with detailed explanations and tips for tailoring their responses to fit the specific needs of the company and the job they're applying for. The book also includes a glossary of call center terminology, allowing readers to familiarize themselves with key industry terms and concepts. With "Call Center Interview Questions and Answers: The Guide Handbook" in hand, readers will feel confident and prepared as they head into their call center job interviews. Whether you're a seasoned professional or just starting out in the industry, this book is an essential resource for anyone looking to succeed in the competitive world of call center customer service.

The Handbook of Key Customer Relationship Management

Ken Burnett
The Handbook of Key Customer Relationship Management Book PDF

Author : Ken Burnett
Publisher : FT Press
Page : 0 pages
File Size : 54,5 Mb
Release : 2001
Category : Customer relations
ISBN : 0273650319

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The Handbook of Key Customer Relationship Management by Ken Burnett Pdf

This guide shows how CRM (customer relationship management) uses technology to merge everything you know about a customer in one place, merge all the systems they encounter into one unified process and then use that knowledge and interface to sell to them, one customer at a time.

Call Center Management on Fast Forward

Brad Cleveland,Julia Mayben
Call Center Management on Fast Forward Book PDF

Author : Brad Cleveland,Julia Mayben
Publisher : ICMI Inc.
Page : 312 pages
File Size : 44,7 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.