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Call Center Technology Demystified by Lori Bocklund,Dave Bengtson Pdf
Call Center Technology Demystified clarifies the sometimes complex and often confusing array of technologies that enable call center success. This book will lead you through the labyrinth of customer contact technology jargon, common misperceptions and marketing hype to help you align technology with business needs and optimize your technology investments
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.
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.
Cases in Call Center Management by Richard Feinberg,Ko de Ruyter,Lynne Bennington Pdf
Written by authorities on the call center industry, this book brings to light the strategic importance of call centers in today's business world. As interactions with customers move away from person-to-person the call center is becoming a vital force for corporate marketing and communication.
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.
Encyclopedia of Survey Research Methods by Paul J. Lavrakas Pdf
Covers all major facets of survey research methodology, from selecting the sample design and the sampling frame, designing and pretesting the questionnaire, data collection, and data coding, to the issues surrounding diminishing response rates, confidentiality, privacy, informed consent and other ethical issues, data weighting, and data analyses--Publisher's website.
Telecom Management for Call Centers by Luiz Augusto de Carvalho,Olavo Alves Jr. Pdf
Telecom Management for Call Centers offers a practical guide to addressing the most common issues faced by telecom management in large call-centers. This handbook was written primarily for the telecom manager; the techniques described here are practical and easily applicable, focusing on the issues the telecom manager faces in his or her daily operational work. The lessons learned by the professionals in this growing field are not often documented and shared. This guide provides documentation of this practical knowledge in a single volume, presented by telecom professionals Luiz Augusto de Carvalho and Olavo Alves Jr. It offers a general view of how telecom infrastructures in large call-centers should be planned, priced, negotiated and managed. It examines call-center operations and provides guidelines for cost management; traffic management; call-center infrastructure; transport networks; GSM gateways deployment; billing systems and auditing; dialer deployment. Carvalho and Alves also explore how to do the necessary calculations, prepare and use traffic matrixes, and map and analyze call-center traffic, including relevant case studies for all issues. Put your call center on the path to success using the advice and methods offered in Telecom Management for Call Centers.
Introduction to Service Engineering by Waldemar Karwowski Pdf
What you need to know to engineer the global service economy. As customers and service providers create new value through globally interconnected service enterprises, service engineers are finding new opportunities to innovate, design, and manage the service operations and processes of the new service-based economy. Introduction to Service Engineering provides the tools and information a service engineer needs to fulfill this critical new role. The book introduces engineers as well as students to the fundamentals of the theory and practice of service engineering, covering the characteristics of service enterprises, service design and operations, customer service and service quality, web-based services, and innovations in service systems. Readers explore such key aspects of service engineering as: The role of service science in developing a smarter planet Service enterprises, including: enterprise value creation, architecture of service organizations, service enterprise modeling, and the application of methods of systems engineering to services Service design, including collaborative e-service systems and the new service development process Service operations and management, including service call centers Service quality, from design operations to customer relations Web-based services and technology in the global e-organization Innovation in service systems from service engineering to integrative solutions, service-oriented architecture solutions, and technology transfer streams With chapters written by fifty-seven specialists and edited by bestselling authors Gavriel Salvendy and Waldemar Karwowski, Introduction to Service Engineering uses numerous examples, problems, and real-world case studies to help readers master the knowledge and the skills required to succeed in service engineering.
Business Intelligence Demystified by Anoop Kumar V K Pdf
Clear your doubts about Business Intelligence and start your new journey KEY FEATURES ● Includes successful methods and innovative ideas to achieve success with BI. ● Vendor-neutral, unbiased, and based on experience. ● Highlights practical challenges in BI journeys. ● Covers financial aspects along with technical aspects. ● Showcases multiple BI organization models and the structure of BI teams. DESCRIPTION The book demystifies misconceptions and misinformation about BI. It provides clarity to almost everything related to BI in a simplified and unbiased way. It covers topics right from the definition of BI, terms used in the BI definition, coinage of BI, details of the different main uses of BI, processes that support the main uses, side benefits, and the level of importance of BI, various types of BI based on various parameters, main phases in the BI journey and the challenges faced in each of the phases in the BI journey. It clarifies myths about self-service BI and real-time BI. The book covers the structure of a typical internal BI team, BI organizational models, and the main roles in BI. It also clarifies the doubts around roles in BI. It explores the different components that add to the cost of BI and explains how to calculate the total cost of the ownership of BI and ROI for BI. It covers several ideas, including unconventional ideas to achieve BI success and also learn about IBI. It explains the different types of BI architectures, commonly used technologies, tools, and concepts in BI and provides clarity about the boundary of BI w.r.t technologies, tools, and concepts. The book helps you lay a very strong foundation and provides the right perspective about BI. It enables you to start or restart your journey with BI. WHAT YOU WILL LEARN ● Builds a strong conceptual foundation in BI. ● Gives the right perspective and clarity on BI uses, challenges, and architectures. ● Enables you to make the right decisions on the BI structure, organization model, and budget. ● Explains which type of BI solution is required for your business. ● Applies successful BI ideas. WHO THIS BOOK IS FOR This book is a must-read for business managers, BI aspirants, CxOs, and all those who want to drive the business value with data-driven insights. TABLE OF CONTENTS 1. What is Business Intelligence? 2. Why do Businesses need BI? 3. Types of Business Intelligence 4. Challenges in Business Intelligence 5. Roles in Business Intelligence 6. Financials of Business Intelligence 7. Ideas for Success with BI 8. Introduction to IBI 9. BI Architectures 10. Demystify Tech, Tools, and Concepts in BI
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.
This handbook is designed to demystify IP telephony for business people and technology generalists. It discusses: IP protocol breakdown -SIP, H.323, Megaco/H.248; quality of service - IntServ, DiffServ, and MPLS; integrating voice into a LAN data environment; and cost and service implications.
James M. Lepkowski,N. Clyde Tucker,J. Michael Brick,Edith D. de Leeuw,Lilli Japec,Paul J. Lavrakas,Michael W. Link,Roberta L. Sangster
Author : James M. Lepkowski,N. Clyde Tucker,J. Michael Brick,Edith D. de Leeuw,Lilli Japec,Paul J. Lavrakas,Michael W. Link,Roberta L. Sangster Publisher : John Wiley & Sons Page : 704 pages File Size : 50,9 Mb Release : 2007-11-09 Category : Mathematics ISBN : 9780470173398
Advances in Telephone Survey Methodology by James M. Lepkowski,N. Clyde Tucker,J. Michael Brick,Edith D. de Leeuw,Lilli Japec,Paul J. Lavrakas,Michael W. Link,Roberta L. Sangster Pdf
A complete and comprehensive collaboration providing insight on future approaches to telephone survey methodology Over the past fifteen years, advances in technology have transformed the field of survey methodology, from how interviews are conducted to the management and analysis of compiled data. Advances in Telephone Survey Methodology is an all—encompassing and authoritative resource that presents a theoretical, methodological, and statistical treatment of current practices while also establishing a discussion on how state—of—the—art developments in telecommunications have and will continue to revolutionize the telephone survey process. Seventy—five prominent international researchers and practitioners from government, academic, and private sectors have collaborated on this pioneering volume to discuss basic survey techniques and introduce the future directions of the telephone survey. Concepts and findings are organized in four parts—sampling and estimation, data collection, operations, and nonresponse—equipping the reader with the needed practical applications to approach issues such as choice of target population, sample design, questionnaire construction, interviewing training, and measurement error. The book also introduces important topics that have been overlooked in previous literature, including: The impact of mobile telephones on telephone surveys and the rising presence of mobile—only households worldwide The design and construction of questionnaires using Computer Assisted Telephone Interviewing (CATI) software The emerging use of wireless communication and Voice over Internet Protocol (VoIP) versus the telephone Methods for measuring and improving interviewer performance and productivity Privacy, confidentiality, and respondent burden as main factors in telephone survey nonresponse Procedures for the adjustment of nonresponse in telephone surveys In—depth reviews of the literature presented along with a full bibliography, assembled from references throughout the world Advances in Telephone Survey Methodology is an indispensable reference for survey researchers and practitioners in almost any discipline involving research methods such as sociology, social psychology, survey methodology, and statistics. This book also serves as an excellent text for courses and seminars on survey methods at the undergraduate and graduate levels.
Cloud Computing Demystified for Aspiring Professionals by David Santana,Amit Malik Pdf
Gain in-depth knowledge of cloud computing concepts and apply them to accelerate your career in any cloud engineering role Key FeaturesGet to grips with key cloud computing concepts, cloud service providers, and best practicesExplore demonstrations for cloud computing models using real-world examplesAdopt the self-paced learning strategy and get industry-ready for cloud engineering rolesPurchase of the print or Kindle book includes a free eBook in the PDF formatBook Description If you want to upskill yourself in cloud computing domains to thrive in the IT industry, then you've come to the right place. Cloud Computing Demystified for Aspiring Professionals helps you to master cloud computing essentials and important technologies offered by cloud service providers needed to succeed in a cloud-centric job role. This book begins with an overview of transformation from traditional to modern-day cloud computing infrastructure, and various types and models of cloud computing. You'll learn how to implement secure virtual networks, virtual machines, and data warehouse resources including data lake services used in big data analytics — as well as when to use SQL and NoSQL databases and how to build microservices using multi-cloud Kubernetes services across AWS, Microsoft Azure, and Google Cloud. You'll also get step-by-step demonstrations of infrastructure, platform, and software cloud services and optimization recommendations derived from certified industry experts using hands-on tutorials, self-assessment questions, and real-world case studies. By the end of this book, you'll be ready to successfully implement cloud computing standardized concepts, services, and best practices in your workplace. What you will learnGain insights into cloud computing essentials and public, private, hybrid, and multi-cloud deployment modelsExplore core cloud computing services such as IaaS, PaaS, and SaaSDiscover major public cloud providers such as AWS, Microsoft, and GoogleUnlock the power of IaaS, PaaS, and SaaS with AWS, Azure, and GCPCreate secure networks, containers, Kubernetes, compute, databases, and API services on cloudDevelop industry-based cloud solutions using real-world examplesGet recommendations on exam preparation for cloud accreditationsWho this book is for The book is for aspiring cloud engineers, as well as college graduates, IT enthusiasts, and beginner-level cloud practitioners looking to get into cloud computing or transforming their career and upskilling themselves in a cloud engineering role in any industry. A basic understanding of networking, database development, and data analysis concepts and experience in programming languages such as Python and C# will help you get the most out of this book.
Survey Pain Relief by Jodie Evelyn Monger,Debra Sue Perkins Pdf
Anyone who has ever been tasked with gathering and analyzing customer data has no doubt felt the pain associated with the magnitude of that responsibility especially when you're asked to take action without having believable customer intelligence. Relax. The doctors are here to ease your pain. In Survey Pain Relief, Dr. Jodie Monger and Dr. Debra Perkins offer an insightful, user-friendly overview of the science of research, dispel common misconceptions about the validity of widely publicized research methods, explain the sources and risks of survey malpractice and how to avoid it, and reveal how to transform customer insights into action by offering concrete examples of how to properly conduct survey research that will yield valid, interpretable results that can be communicated to executives, operations management, supervisors and frontline staff]] and save billions!
CallCenter Management by the Numbers by Jon Anton,Jodie Monger,Debra Sue Perkins Pdf
Annotation With the emergence of the callcenter as a mission-critical part of the corporate customer service strategy, management of the callcenter has moved from a reactive "fire-fighting" style to a more proactive tactical style of professional management. Measurements drive behavior, and "you get what you measure and reward." The primary purpose of this book is to provide new professional callcenter managers with a methodology for "managing their callcenter by the numbers."