Call Center Rocket Science

Author : Randy Rubingh
Publisher : Createspace Independent Pub
Page : 206 pages
File Size : 50,8 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,Julia Mayben
Publisher : ICMI Inc.
Page : 312 pages
File Size : 44,5 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 : Ger Koole
Publisher : Lulu.com
Page : 159 pages
File Size : 51,9 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 : Khaled Shaalan,Aboul Ella Hassanien,Fahmy Tolba
Publisher : Springer
Page : 776 pages
File Size : 47,8 Mb
Release : 2017-11-17
Category : Technology & Engineering
ISBN : 9783319670560

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Intelligent Natural Language Processing: Trends and Applications by Khaled Shaalan,Aboul Ella Hassanien,Fahmy Tolba Pdf

This book brings together scientists, researchers, practitioners, and students from academia and industry to present recent and ongoing research activities concerning the latest advances, techniques, and applications of natural language processing systems, and to promote the exchange of new ideas and lessons learned. Taken together, the chapters of this book provide a collection of high-quality research works that address broad challenges in both theoretical and applied aspects of intelligent natural language processing. The book presents the state-of-the-art in research on natural language processing, computational linguistics, applied Arabic linguistics and related areas. New trends in natural language processing systems are rapidly emerging – and finding application in various domains including education, travel and tourism, and healthcare, among others. Many issues encountered during the development of these applications can be resolved by incorporating language technology solutions. The topics covered by the book include: Character and Speech Recognition; Morphological, Syntactic, and Semantic Processing; Information Extraction; Information Retrieval and Question Answering; Text Classification and Text Mining; Text Summarization; Sentiment Analysis; Machine Translation Building and Evaluating Linguistic Resources; and Intelligent Language Tutoring Systems.

Author : Bernd Schmitt,Glenn Van Zutphen
Publisher : St. Martin's Press
Page : 256 pages
File Size : 41,9 Mb
Release : 2012-04-24
Category : Business & Economics
ISBN : 9781137000460

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Happy Customers Everywhere by Bernd Schmitt,Glenn Van Zutphen Pdf

Every business knows that the best customer is a happy customer. They return again and again, bring their friends and family, and deliver tons of free advertising via word of mouth and social media. But in order to grow that loyal base, you must be keenly aware of your customers' needs and preferences. Drawing on the latest research in the exploding field of positive psychology, Columbia Business School professor Bernd Schmitt offers three unique approaches any business can use to turning a casual customer into a committed fan: • The Feel-Good Method: Use the experience of pleasure and positive emotion to hook new customers, and watch those feel-good moments transform an impulsive buyer into a committed loyalist. • The Values-and-Meaning Method: Attract passionate customers by appealing to their core values, like being socially responsible, protecting the environment, or living a simple life • The Engagement Method: Get customers to notice a unique or limited offer, immerse them in the experience, and have them share it with friends and family. Schmitt shows marketers, brand managers, and entrepreneurs how to design an authentic and successful campaign that will reach, grow, and sustain a devoted base of customers.

Author : Marshall Fisher,Ananth Raman
Publisher : Harvard Business Review Press
Page : 264 pages
File Size : 46,5 Mb
Release : 2010-06-22
Category : Business & Economics
ISBN : 9781422110577

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The New Science of Retailing by Marshall Fisher,Ananth Raman Pdf

Retailers today are drowning in data but lacking in insight. They have so much information at their disposal that they struggle with both how to sort through it, and how to add science to their decision-making process without blunting the art that they correctly believe is a key ingredient of their success. This book reveals how retailers can use data to manage everything from strategic assortment planning, inventory management, and markdowns to improve store-level execution. This data-driven approach to the retail supply chain leads to far greater and faster inventory turns, far fewer and lower discounted goods and services, and better profit margins. The authors also tease out the personnel issues and the organizational implications of this approach.

Author : Real Bergevin,Afshan Kinder,Winston Siegel,Bruce Simpson
Publisher : John Wiley & Sons
Page : 391 pages
File Size : 50,7 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 : Chuck Hemann,Ken Burbary
Publisher : Que Publishing
Page : 384 pages
File Size : 51,9 Mb
Release : 2013-04-10
Category : Business & Economics
ISBN : 9780133150926

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Digital Marketing Analytics by Chuck Hemann,Ken Burbary Pdf

Distill 100%–Usable Max-Profit Knowledge from Your Digital Data. Do It Now! Why hasn’t all that data delivered a whopping competitive advantage? Because you’ve barely begun to use it, that’s why! Good news: neither have your competitors. It’s hard! But digital marketing analytics is 100% doable, it offers colossal opportunities, and all of the data is accessible to you. Chuck Hemann and Ken Burbary will help you chop the problem down to size, solve every piece of the puzzle, and integrate a virtually frictionless system for moving from data to decision, action to results! Scope it out, pick your tools, learn to listen, get the metrics right, and then distill your digital data for maximum value for everything from R&D to CRM to social media marketing! • Prioritize—because you can’t measure, listen to, and analyze everything • Use analysis to craft experiences that profoundly reflect each customer’s needs, expectations, and behaviors • Measure real social media ROI: sales, leads, and customer satisfaction • Track the performance of all paid, earned, and owned social media channels • Leverage “listening data” way beyond PR and marketing: for strategic planning, product development, and HR • Start optimizing web and social content in real time • Implement advanced tools, processes, and algorithms for accurately measuring influence • Integrate paid and social data to drive more value from both • Make the most of surveys, focus groups, and offline research synergies • Focus new marketing and social media investments where they’ll deliver the most value Foreword by Scott Monty Global Head of Social Media, Ford Motor Company

Author : Keith Dawson
Publisher : CRC Press
Page : 283 pages
File Size : 53,5 Mb
Release : 2007-03-30
Category : Computers
ISBN : 9781482280623

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The Call Center Handbook by Keith Dawson Pdf

This book is for people who work in a call center and common traits the call center location must offer. It contains practical observations about how to use particular technologies, and ideas about how to run the call center, which has become its own corporate discipline.

Author : Chris Malone,Susan T. Fiske
Publisher : John Wiley & Sons
Page : 208 pages
File Size : 52,9 Mb
Release : 2013-09-10
Category : Business & Economics
ISBN : 9781118758274

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The Human Brand by Chris Malone,Susan T. Fiske Pdf

Why we choose companies and brands in the same way that weunconsciously perceive, judge, and behave toward one another People everywhere describe their relationships with brands in adeeply personal way—we hate our banks, love our smartphones,and think the cable company is out to get us. What's actually goingon in our brains when we make these judgments? Through originalresearch, customer loyalty expert Chris Malone and top socialpsychologist Susan Fiske discovered that our perceptions arise fromspontaneous judgments on warmth and competence, the same twofactors that also determine our impressions of people. We seecompanies and brands the same way we automatically perceive, judge,and behave toward one another. As a result, to achieve sustainedsuccess, companies must forge genuine relationships with customers.And as customers, we have a right to expect relationalaccountability from the companies and brands we support. Applies the social psychology concepts of "warmth" (whatintentions others have toward us) and "competence" (how capablethey are of carrying out those intentions) to the way we perceiveand relate to companies and brands Features in-depth analyses of companies such as Hershey's,Domino's, Lululemon, Zappos, Amazon, Chobani, Sprint, and more Draws from original research, evaluating over 45 companies overthe course of 10 separate studies The Human Brand is essential reading for understandinghow and why we make the choices we do, as well as what it takes forcompanies and brands to earn and keep our loyalty in the digitalage.

Author : M. G. Lord
Publisher : Bloomsbury Publishing USA
Page : 274 pages
File Size : 46,8 Mb
Release : 2009-05-26
Category : Transportation
ISBN : 9780802719379

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Astro Turf by M. G. Lord Pdf

A daughter's journey to rediscover her father and understand the culture of space engineers During the late 1960s, while M. G. Lord was becoming a teenager in Southern California and her mother was dying of cancer, Lord's father-an archetypal, remote, rocket engineer- disappeared into his work at the Jet Propulsion Laboratory in Pasadena, building the space probes of the Mariner Mars 69 mission. Thirty years later, Lord found herself reporting on the JPL, triggering childhood memories and a desire to revisit her past as a way of understanding the ethos of rocket science. Astro Turf is the brilliant result of her journey of discovery. Remembering her pain at her father's absence, yet intrigued by what he did, Lord captures him on the page as she recalls her own youthful, eccentric fascination with science and space exploration. Into her family's saga she weaves the story of the legendary JPL- examining the complexities of its cultural history, from its start in 1936 to the triumphant Mars landings in 2004. She illuminates its founder, Frank Malina, whose brilliance in rocketry was shadowed by a flirtation with communism, driving him from the country even as we welcomed Wernher von Braun and his Nazi colleagues. Lord's own love of science fiction becomes a lens through which she views a profound cultural shift in the male-dominated world of space. And in pursuing the cause of her father's absence she stumbles on a hidden guilt, understanding "the anguish his proud silence caused both him and me, and how rooted that silence was in the culture of engineering."

Author : Peter Lyle DeHaan
Publisher : Advanced Call Center Resources
Page : 120 pages
File Size : 48,7 Mb
Release : 2019-01-28
Category : Business & Economics
ISBN : 1948082209

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How to Start a Telephone Answering Service by Peter Lyle DeHaan Pdf

Do you want to own a telephone answering service? Would you like a nice double-digit profit every month? A mature answering service can do that for you. That's the good news. The bad? If you don't do it right, it could be the worst decision of your life. You could lose your shirt. Learn the inside story from Peter Lyle DeHaan, PhD, who has spent his career in and around the answering service industry. He's owned, managed, bought, and merged answering services. He's also an industry writer and publisher. And he worked as a $150-an-hour consultant. In this essential book, you'll discover: ?The precise steps to set yourself up for success?Key shortcuts to minimize risk ?The secrets that will make you become profitable faster?How to avoid the surprising mistakes most answering service startups make?If your personality fits this high-risk, high-reward industry You'll learn about equipment, cash flow, and managing a team. And you'll discover a sound growth strategy, how to make the startup phase as short as possible, and the specific methods of thriving answering service companies. If you're considering starting a telephone answering service, this indispensable guide is a must read. Buy How to Start a Telephone Answering Service today and dive into this exciting industry.

Author : Bernard Smalls
Publisher : Lulu.com
Page : 74 pages
File Size : 53,9 Mb
Release : 2017-02-08
Category : Electronic
ISBN : 9781365676642

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BDC Basics - 7 Foundations Of An Effective Automotive Business Development Center by Bernard Smalls Pdf

The BDC in the digital age exists for staying in constant contact with prospects, communicating with and developing more business opportunities with past clients and the retention of loyal customers, increasing sales by driving traffic tothe front door. Today the BDC concept is even more important than in the past. This is largely due to the impact of the Internet, social media, Smart-Phones, devices and the instant nature of communication in the digital age. Sales success in today's brave new digital world demands understanding of the place of the BDC in the Internet age and dealing with the needs of the information-based customer.Bernard Smalls, CPO HuMax Consulting Group

Author : Brad Cleveland
Publisher : Unknown
Page : 128 pages
File Size : 44,6 Mb
Release : 2019-09-15
Category : Electronic
ISBN : 0985461136

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Contact Center Management on Fast Forward by Brad Cleveland Pdf

Author : John Drury Clark
Publisher : Rutgers University Press
Page : 217 pages
File Size : 42,7 Mb
Release : 2018-05-23
Category : Biography & Autobiography
ISBN : 9780813599199

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Ignition! by John Drury Clark Pdf

This newly reissued debut book in the Rutgers University Press Classics Imprint is the story of the search for a rocket propellant which could be trusted to take man into space. This search was a hazardous enterprise carried out by rival labs who worked against the known laws of nature, with no guarantee of success or safety. Acclaimed scientist and sci-fi author John Drury Clark writes with irreverent and eyewitness immediacy about the development of the explosive fuels strong enough to negate the relentless restraints of gravity. The resulting volume is as much a memoir as a work of history, sharing a behind-the-scenes view of an enterprise which eventually took men to the moon, missiles to the planets, and satellites to outer space. A classic work in the history of science, and described as “a good book on rocket stuff…that’s a really fun one” by SpaceX founder Elon Musk, readers will want to get their hands on this influential classic, available for the first time in decades.