Call Center Operation

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Call Center Operation

Duane Sharp
Call Center Operation Book PDF

Author : Duane Sharp
Publisher : Elsevier
Page : 320 pages
File Size : 40,9 Mb
Release : 2003-05-14
Category : Computers
ISBN : 9780080490618

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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

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 : 384 pages
File Size : 54,9 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.

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 : 45,8 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 Operation

Duane Sharp
Call Center Operation Book PDF

Author : Duane Sharp
Publisher : Digital Press
Page : 322 pages
File Size : 55,6 Mb
Release : 2003-04-14
Category : Business & Economics
ISBN : 155558277X

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Call Center Operation by Duane Sharp Pdf

Complete coverage of the critical issues to set up, manage and efficiently maintain a call center.

Call Center Operations

Becki Hack,Peggy Newton,Trip Wyckoff
Call Center Operations Book PDF

Author : Becki Hack,Peggy Newton,Trip Wyckoff
Publisher : Espionage Press
Page : 74 pages
File Size : 40,8 Mb
Release : 2000
Category : Business & Economics
ISBN : 1928593232

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Call Center Operations by Becki Hack,Peggy Newton,Trip Wyckoff Pdf

As one of the titles in the American Productivity & Quality Center's Passport to Success series, Call Center Operations: A Guide for Your Journey to Best-Practice Processes provides readers with a comprehensive understanding of what it takes to achieve successful call center operations. Based on years of research into the practices of leading organizations--and supported by examples of best practices and tips from actual practitioners - this book will guide readers in their own call center efforts. - Amazon

Call Center Optimization

Ger Koole
Call Center Optimization Book PDF

Author : Ger Koole
Publisher : Lulu.com
Page : 159 pages
File Size : 53,8 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.

The Real-Time Contact Center

Donna FLUSS
The Real Time Contact Center Book PDF

Author : Donna FLUSS
Publisher : AMACOM
Page : 241 pages
File Size : 55,7 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.

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 : 46,5 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.

Call Centers for Dummies

Real Bergevin
Call Centers for Dummies Book PDF

Author : Real Bergevin
Publisher : John Wiley & Sons
Page : 386 pages
File Size : 42,8 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

Call Center Continuity Planning

Jim Rowan
Call Center Continuity Planning Book PDF

Author : Jim Rowan
Publisher : CRC Press
Page : 442 pages
File Size : 54,7 Mb
Release : 2019-04-23
Category : Computers
ISBN : 1420048104

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Call Center Continuity Planning by Jim Rowan Pdf

A disruption in your call center operation can conceivably cost you hundreds of thousands of dollars. And multiple disruptions can cost in the millions. Call Center Continuity Planning shows you how to plan for - and avoid - service interruptions through disasters large and small. This book will show you how to deal with everything from power outag

The Language of Outsourced Call Centers

Eric Friginal
The Language of Outsourced Call Centers Book PDF

Author : Eric Friginal
Publisher : John Benjamins Publishing
Page : 344 pages
File Size : 46,5 Mb
Release : 2009
Category : Language Arts & Disciplines
ISBN : 9789027223081

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The Language of Outsourced Call Centers by Eric Friginal Pdf

The Language of Outsourced Call Centers is the first book to explore a large-scale corpus representing the typical kinds of interactions and communicative tasks in outsourced call centers located in the Philippines and serving American customers. The specific goals of this book are to conduct a corpus-based register comparison between outsourced call center interactions, face-to-face American conversations, and spontaneous telephone exchanges; and to study the dynamics of cross-cultural communication between Filipino call center agents and American callers, as well as other demographic groups of participants in outsourced call center transactions, e.g., gender of speakers, agents' experience and performance, and types of transactional tasks. The research design relies on a number of analytical approaches, including corpus linguistics and discourse analysis, and combines quantitative and qualitative examination of linguistic data in the investigation of the frequency distribution and functional characteristics of a range of lexico/syntactic features of outsourced call center discourse.

Advice from a Call Center Geek

Thomas Laird
Advice from a Call Center Geek Book PDF

Author : Thomas Laird
Publisher : Unknown
Page : 90 pages
File Size : 43,8 Mb
Release : 2018-08-21
Category : Call centers
ISBN : 0692179755

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Advice from a Call Center Geek by Thomas Laird Pdf

"Advice from a Call Center Geek: Rethinking Call Center Operations is a field manual for the 21st century contact center. Practical, poignant, and funny, Tom dishes out amazing real-world advice that has made his organization successful. From culture to education to incentives, Tom addresses the key areas to make your contact center world-class!"Paul HerdmanHead of Customer ExperienceNICE inContactAdvice From a Call Center Geek takes a look at a new way of running today's high end contact center. Tom Laird, the CEO of award winning Expivia Interaction Marketing, 600 seat BPO call center guides you through the process of developing a world class operation.This book will take you through the process of evaluating and changing your call center's culture, how to look beyond a resume to hire the "right" associates and show you how to educate for quality while maintaining high level management. Advice from a Call Center Geek will make you rethink how the call center manager of today should be looking at running their call center.

Cases in Call Center Management

Richard Feinberg,Ko De Ruyter,Lynne Bennington
Cases in Call Center Management Book PDF

Author : Richard Feinberg,Ko De Ruyter,Lynne Bennington
Publisher : Unknown
Page : 0 pages
File Size : 52,5 Mb
Release : 2006
Category : Call centers
ISBN : 8179924424

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Cases in Call Center Management by Richard Feinberg,Ko De Ruyter,Lynne Bennington Pdf

Written by authorities in the call center industry, Cases in Call Center Management brings to light the strategic importance of call centers in today s business world. While large corporations have explicit call centers, small organizations, even if they do not designate a part of the organization as a call center, due to changing attitudes toward customer service, in practice have call centers. As interactions with customers move away from person-to-person to other interactive media options, the call center is emerging from the shadows to become a vital force for corporate marketing and communication. Cases in Call Center Management covers a gamut of topics by examining real call centers in action and how managements at those centers have dealt with key call center issues. The book is rounded out with a section on resources that will provide hundreds of ideas to accentuate your current call center. Both a practical guide and an exhaustive reference, This book is an investment in the future success of your customer service operations.

Call Center Performance Enhancement Using Simulation and Modeling

Jon Anton,Vivek Bapat,Bill Hall
Call Center Performance Enhancement Using Simulation and Modeling Book PDF

Author : Jon Anton,Vivek Bapat,Bill Hall
Publisher : Purdue University Press
Page : 148 pages
File Size : 44,7 Mb
Release : 1999
Category : Business & Economics
ISBN : 155753182X

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Call Center Performance Enhancement Using Simulation and Modeling by Jon Anton,Vivek Bapat,Bill Hall Pdf

The management and design of call centres is increasing in complexity due to advancing technology and rising customer expectations. This guide provides managers with an understanding of the role, value and practical deployment of simulation in the planning, management and analysis of call centres.

Call Center Benchmarking

Jon Anton,David Gustin
Call Center Benchmarking Book PDF

Author : Jon Anton,David Gustin
Publisher : Purdue University Press
Page : 94 pages
File Size : 40,6 Mb
Release : 2000
Category : Business & Economics
ISBN : 155753215X

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Call Center Benchmarking by Jon Anton,David Gustin Pdf

Executives are starting to recognize the potential of the call centre as a significant revenue generator, perhaps one of the surest investments they can make in enhancing and creating customer value and bottom-line profits. This guide describes in practical terms the ins and outs of benchmarking.