Call Centers For Dummies

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 : 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

Author : Brad Cleveland,Julia Mayben
Publisher : ICMI Inc.
Page : 312 pages
File Size : 50,9 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 : 55,5 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 : James C. Abbott
Publisher : Robert Houston Smith Publishers
Page : 200 pages
File Size : 43,9 Mb
Release : 2004
Category : Business & Economics
ISBN : 9781887355087

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The Executive Guide to Call Center Metrics by James C. Abbott Pdf

As the cost of doing business increases, call centers and help desks are frequently moving overseas. How can your center remain competitive? Is pooling the best way to slash your wait times? James Abbott concisely answers these questions as he leads you through the world of process-centered customer service. Strategic and tactical terms, how to choose metrics to measure, and the miracle of Queuing Science are covered thoroughly, using easy-to-grasp anecdotes to explain the key technical topics.

Author : Duane Sharp
Publisher : Elsevier
Page : 320 pages
File Size : 51,9 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

Author : Chetan Bhagat
Publisher : Ballantine Books
Page : 322 pages
File Size : 49,7 Mb
Release : 2008-12-10
Category : Fiction
ISBN : 9780307489081

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One Night at the Call Center by Chetan Bhagat Pdf

Press 1 for technical support. Press 2 for broken hearts. Press 3 if your life has totally crashed. . . . Six friends work nights at a call center in India, providing technical support for a major U.S. appliance corporation. Skilled in patience–and accent management–they help American consumers keep their lives running. Yet behind the headsets, everybody’s heart is on the line. Shyam (Sam to his callers) has lost his self-confidence after being dumped by the girl who just so happens to be sitting next to him. Priyanka’s domineering mother has arranged for her daughter’s upscale marriage to an Indian man in Seattle. Esha longs to be a model but discovers it’s a horizontal romp to the runway. Lost, dissatisfied Vroom has high ideals, but compromises them by talking on the phone to idiots each night. Traditional Radhika has just found out that her husband is sleeping with his secretary. And Military Uncle (nobody knows his real name) sits alone working the online chat. They all try to make it through their shifts–and maintain their sanity–under the eagle eye of a boss whose ego rivals his incompetence. But tonight is no ordinary night. Tonight is Thanksgiving in America: Appliances are going haywire, and the phones are ringing off their hooks. Then one call, from one very special caller, changes everything. Chetan Bhagat’s delicious romantic comedy takes us inside the world of the international call center, where cultural cross-wires come together with perfect pathos, hilarity, and spice.

Author : Keith Dawson
Publisher : CRC Press
Page : 283 pages
File Size : 51,9 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

Author : Brad Cleveland
Publisher : ICMI Press (International Customer Management Institute)
Page : 491 pages
File Size : 44,5 Mb
Release : 2012
Category : Business & Economics
ISBN : 0985461101

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Call Center Management on Fast Forward by Brad Cleveland Pdf

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 : Jon Anton,Vivek Bapat,Bill Hall
Publisher : Purdue University Press
Page : 148 pages
File Size : 53,6 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.

Author : David L. Butler
Publisher : Routledge
Page : 178 pages
File Size : 54,7 Mb
Release : 2007-06-01
Category : Business & Economics
ISBN : 9781136426223

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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.

Author : Richard Feinberg,Ko de Ruyter,Lynne Bennington
Publisher : Purdue University Press
Page : 372 pages
File Size : 50,5 Mb
Release : 2005
Category : Business & Economics
ISBN : 1557533423

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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.

Author : Eric Friginal
Publisher : John Benjamins Publishing
Page : 344 pages
File Size : 41,9 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.

Author : Lori Bocklund,Dave Bengtson
Publisher : ICMI Press (International Customer Management Institute)
Page : 381 pages
File Size : 47,7 Mb
Release : 2002-06-01
Category : Call centers
ISBN : 0970950780

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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