Call Center Management On Fast Forward

Author : Brad Cleveland,Julia Mayben
Publisher : ICMI Inc.
Page : 312 pages
File Size : 54,5 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 : Brad Cleveland
Publisher : ICMI Press (International Customer Management Institute)
Page : 491 pages
File Size : 54,8 Mb
Release : 2012
Category : Business & Economics
ISBN : 0985461101

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Call Center Management on Fast Forward by Brad Cleveland Pdf

Author : Brad Cleveland
Publisher : Unknown
Page : 128 pages
File Size : 54,7 Mb
Release : 2019-09-15
Category : Electronic
ISBN : 0985461136

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Contact Center Management on Fast Forward by Brad Cleveland Pdf

Author : Ger Koole
Publisher : Lulu.com
Page : 159 pages
File Size : 45,8 Mb
Release : 2013
Category : Call centers
ISBN : 9789082017908

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Call Center Optimization by Ger Koole Pdf

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 : Real Bergevin,Afshan Kinder,Winston Siegel,Bruce Simpson
Publisher : John Wiley & Sons
Page : 384 pages
File Size : 40,5 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 : Alison Green
Publisher : Ballantine Books
Page : 306 pages
File Size : 45,7 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 : Randy Rubingh
Publisher : Createspace Independent Pub
Page : 206 pages
File Size : 53,8 Mb
Release : 2013-03-20
Category : Business & Economics
ISBN : 1482740109

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Call Center Rocket Science by Randy Rubingh Pdf

"I once heard it said that running a call center is not rocket science. While you may not need the skills and education of an aerospace engineer, successful call center management does require certain skills and insight."-RANDY RUBINGH Call Center Rocket Science gives practical, hands on advice for today's customer service professionals. Here you will find real world advice on a wide variety of topics essential to effective call center management including: Recruiting and Hiring: How to find great agents, what to look for in a candidate, how to weed out applicants that may not be a good fit, closing the best candidates. Training: How to develop an effective new hire training course that prepares reps to take successfully take calls starting their first day on the floor. Effective Role playing strategies to increase effectiveness of training. Management: Creating a world class culture to motivate and retain your staff. How to look at and understand call center statistics. Call Center Operations: How to handle the day to day activity of a call center, and manage the business without constantly fighting fires. Outsourcing: For outsourcers- tips on how to make your client satisfied and give you more business. For those who outsource there are tips on how to get below the surface to truly understanding the level of service being provided by your service provider. Overall 110 tips that most centers can implement right away and receive immediate benefit of improved operations, and higher levels of employee and customer satisfaction.

Author : Brad Cleveland
Publisher : Unknown
Page : 128 pages
File Size : 55,7 Mb
Release : 2012-05-08
Category : Electronic
ISBN : 098546111X

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Call Center Management on Fast Forward by Brad Cleveland Pdf

Call Center Management on Fast Forward is the most widely read book on contact center/call center management available today. Trusted for its accuracy, clarity and proven guidance, it has become required reading in organizations around the world. Now, this third edition is updated and expanded to include social media, evolving customer expectations, new performance objectives and metrics, the contact center s evolving role in strategy, and much more!

Author : Donna FLUSS
Publisher : AMACOM
Page : 241 pages
File Size : 40,8 Mb
Release : 2005-08-26
Category : Business & Economics
ISBN : 9780814429082

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The Real-Time Contact Center by Donna FLUSS Pdf

Companies looking for a competitive edge must convert their reactive, cost-laden contact programs into proactive, revenue-generating, "real-time" contact centres. Real-time is a big "buzzword" in the customer service field right now, and this book offers real, practical strategies for turning the call centre into a real-time operation that generates profits. These centres provide an outstanding customer experience, enhance loyalty, create new revenue, reduce expenses, and streamline the flow of information between the center and the rest of the company. "The Real-Time Contact Center" shows how to implement one.

Author : Brad Cleveland,Debbie Harne
Publisher : ICMI Press (International Customer Management Institute)
Page : 474 pages
File Size : 48,8 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.

Author : Alison Mathiebe
Publisher : Unknown
Page : 238 pages
File Size : 41,5 Mb
Release : 2011-08-01
Category : Electronic
ISBN : 300035221X

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How to Survive (& Thrive) in a Call Centre by Alison Mathiebe Pdf

How to Survive (& Thrive) in a Call Centre teaches call centre agents to: - Contribute to the call centre's success - Provide outstanding customer service - Increase sales results - Improve their overall performance - Enjoy sustained energy and motivation - Reduce their stress levels - Manage and advance their careers "Alison Mathiebe has written a book that is clear, concise and comes from evident practical experience. It is certain to boost the confidence and success of those just entering (or considering) the profession, and is a great go-to resource for established call centre agents." Brad Cleveland bradcleveland.com/blog Author, Call Center Management on Fast Forward (ICMI Press) "How To Survive (& Thrive) in a Call Centre by Alison Mathiebe is a very welcome contribution which will help call centres to guide, support and inform new and existing call centre staff. In particular, it would prove a useful text to give to all new staff helping them understand and adjust to working in stimulating and sometimes challenging environments. The 24 chapters address the main topics and are short enough to provide bite-size learning for agents and operators. " John P. Wilson author of The Call Centre Training Handbook

Author : Melanne Verveer,Kim K. Azzarelli
Publisher : Houghton Mifflin Harcourt
Page : 269 pages
File Size : 54,9 Mb
Release : 2015
Category : Business & Economics
ISBN : 9780544527195

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Fast Forward by Melanne Verveer,Kim K. Azzarelli Pdf

Learn how some of the world's most powerful women are using their growing economic power to create success and meaning in their lives while building a better world. Sheryl Sandberg's Lean In ignited a conversation about women and their careers, and resonated with millions of readers.Fast Forward, by two women leaders with experience and access throughout corporate America and around the world, takes the next step. Through interviews with a network of over 50 trailblazing women, it shows women how to accelerate their growing economic power and combine it with purpose to create success and meaning in their lives while building a better world.

Author : Penny Reynolds
Publisher : Call Center School Press
Page : 197 pages
File Size : 45,9 Mb
Release : 2003
Category : Call centers
ISBN : 0974417904

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Call Center Staffing by Penny Reynolds Pdf

Author : Real Bergevin,Afshan Kinder,Winston Siegel,Bruce Simpson
Publisher : John Wiley & Sons
Page : 391 pages
File Size : 43,5 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.

Author : Michael Cusack
Publisher : Createspace Independent Publishing Platform
Page : 0 pages
File Size : 47,9 Mb
Release : 2013-01-11
Category : Electronic
ISBN : 1481865277

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Conducting a Contact Center Assessment by Michael Cusack Pdf

How to evaluate the efficiency of your contact center operation, including key benchmarks and metrics relevant to process improvement, customer relationship management, knowledge management, human resources, workforce management, information technology and quality assurance. "Discovery" explains the Areas of Focus (Efficiency, Effectiveness, Capability and Differentiation), Functions (Customer-facing, Support, and Analytics), and Classifications that constitute the basis of a contact centre assessment. "Efficiency" considers aspects of Operations, Workforce Management and Process Management. "Effectiveness" deals with Customer Relationship Management, Knowledge Management, and Quality Assurance. "Capability" delves into Human Resources and Information Technology. "Differentiation" looks at the elements that separate the contact centre from competitors. "Assessment Outputs" explains how to analyse and present the data gathered during the assessment.