Call Centre

Author : Real Bergevin,Afshan Kinder,Winston Siegel,Bruce Simpson
Publisher : John Wiley & Sons
Page : 384 pages
File Size : 46,7 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 : Ger Koole
Publisher : Lulu.com
Page : 159 pages
File Size : 51,9 Mb
Release : 2013
Category : Business & Economics
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 : Penny Reynolds
Publisher : Call Center School Press
Page : 197 pages
File Size : 42,9 Mb
Release : 2003
Category : Call centers
ISBN : 0974417904

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Call Center Staffing by Penny Reynolds Pdf

Author : Jon Anton,David Gustin
Publisher : Purdue University Press
Page : 94 pages
File Size : 40,5 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.

Author : James C. Abbott
Publisher : Robert Houston Smith Publishers
Page : 200 pages
File Size : 46,5 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 : Vikas Gupta
Publisher : Dreamtech Press
Page : 382 pages
File Size : 44,8 Mb
Release : 2003-05-12
Category : Electronic
ISBN : 8177223453

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Comdex Call Center Training Course Kit (With Cd) by Vikas Gupta Pdf

Comdex Call Centre Training Kit is a revolutionary 3-stage self learning system that covers the contents in sessions to give the readers a comprehensive exposure to the world of Call Centers. These sessions help to initiate call center skills and further sharpen the acquired skills for becoming a seasoned call center executive. The book contains a CD running an Accent Training Software. Such an approach aids in finding any possible mismatch of acquired and desired skills. It helps to practice hard on those areas.

Author : Jim Rowan
Publisher : CRC Press
Page : 442 pages
File Size : 41,5 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

Author : Namrata Palta
Publisher : Lotus Press
Page : 186 pages
File Size : 53,9 Mb
Release : 2006
Category : Electronic
ISBN : 8183821065

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Preparing for Call Center Interviews by Namrata Palta Pdf

Author : Annette Lewis,Joe McDermott
Publisher : Anson Reed Limited
Page : 230 pages
File Size : 45,6 Mb
Release : 2006
Category : Business & Economics
ISBN : 9780955262944

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Winning at Customer Services and Call Centre Job Interviews Including Answers to the Interview Questions by Annette Lewis,Joe McDermott Pdf

This comprehensive and intelligent guide has been written by top interviewers who have extensive experience within the Customer Services and Call Center sectors. They include model answers to 96 questions and four actual job interview scripts. (Careers/Job Opportunities)

Author : Jon Anton,Vivek Bapat,Bill Hall
Publisher : Purdue University Press
Page : 148 pages
File Size : 45,9 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 : Duane Sharp
Publisher : Digital Press
Page : 322 pages
File Size : 50,6 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.

Author : Richard Feinberg,Ko de Ruyter,Lynne Bennington
Publisher : Purdue University Press
Page : 372 pages
File Size : 48,7 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 : 48,5 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.

Author : Madeline Bodin
Publisher : CRC Press
Page : 234 pages
File Size : 48,6 Mb
Release : 2002-01-03
Category : Technology & Engineering
ISBN : 9781578200955

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The Call Center Dictionary by Madeline Bodin Pdf

Your company needs a call center to be competitive in the 21st century. This book is your guide to the technology, techniques, and trends in today's call centers. The Call Center Dictionary contains all the information you need to: Understand: Your boss,

Author : Christian Dormann,Fred Zijlstra
Publisher : Psychology Press
Page : 132 pages
File Size : 40,7 Mb
Release : 2004
Category : Call centers
ISBN : 1841699691

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Call Centre Work by Christian Dormann,Fred Zijlstra Pdf

This Special Issue is concerned with the working conditions at call centres, which harbour jobs of different levels of qualification.