Call Handling Operations

Author : Natalie Calvert
Publisher : Routledge
Page : 368 pages
File Size : 48,6 Mb
Release : 2017-05-15
Category : Business & Economics
ISBN : 9781351932363

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Gower Handbook of Call and Contact Centre Management by Natalie Calvert Pdf

Call centres and contact centres form an important and rapidly growing part of today's business world. They present a range of management challenges, from strategic decisions about how to develop a customer strategy, business planning, through to detailed considerations of staffing levels and appropriate technology. This new handbook, the first of its kind, provides a unique insight giving expert opinions on how to get the most out of your contact centre operations. Natalie Calvert, a specialist in the field, has brought together a team of 35 experienced practitioners who provide invaluable knowledge, share their experiences and draw on real-life examples to suggest practical solutions on a wide range of topics. This handbook is an indispensible guide and reference for call and contact centre managers, HR specialists and senior executives responsible for marketing, sales or customer services. The handbook is divided into six parts: I The business plan II The people factor III Contact centre technology IV Standards, processes, and outsourcing V Building profitable customer relationships VI The future.

Author : Real Bergevin,Afshan Kinder,Winston Siegel,Bruce Simpson
Publisher : John Wiley & Sons
Page : 391 pages
File Size : 45,5 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 : Kogan Page
Publisher : Kogan Page Publishers
Page : 468 pages
File Size : 43,6 Mb
Release : 2004
Category : Vocational qualifications
ISBN : 0749441976

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British Vocational Qualifications by Kogan Page Pdf

As the importance of vocational qualifications has become firmly established, the system has become increasingly complex and hard to grasp. Now in its seventh edition, this popular and accessible reference book provides a simple guide for anyone needing information on vocational education. Fully revised and expanded to take into account recent changes in legislation, it provides up-to-date information on over 3500 vocational qualification in the UK, and is an indispensable reference source for careers advisers, human resource managers, employees, teachers and students alike. Divided into five parts, the first clarifies the role of the accrediting and major awarding bodies and explains the main types of vocational qualifications available, including the new Vocational GCEs, A Levees and Key Skills. Part Two is a directory listing over 3500 vocational qualifications, classified by professional and career area, giving details of type of qualification, title, level, awarding body and, where possible,the course,code and content. Part Three comprises a glossary of acronyms used, together with a comprehensive list of awarding bodies, industry lead bodies, professional institutes and associations, with their contact details. Part Four is a directory of colleges offering vocational qualifications in the UK, arranged alphabetically by area. Finally, section five is an index of all qualifications, listed alphabetically by title.

Author : Duane Sharp
Publisher : Elsevier
Page : 320 pages
File Size : 49,6 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 : United States. National Telecommunications and Information Administration
Publisher : Unknown
Page : 216 pages
File Size : 51,9 Mb
Release : 1979
Category : Emergency medical services
ISBN : PURD:32754078698994

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Emergency Medical Services Communications System Technical Planning Guide by United States. National Telecommunications and Information Administration Pdf

Author : Rafael Capilla,Jan Bosch,Kyo-Chul Kang
Publisher : Springer Science & Business Media
Page : 320 pages
File Size : 40,8 Mb
Release : 2013-06-12
Category : Computers
ISBN : 9783642365836

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Systems and Software Variability Management by Rafael Capilla,Jan Bosch,Kyo-Chul Kang Pdf

The success of product line engineering techniques in the last 15 years has popularized the use of software variability as a key modeling approach for describing the commonality and variability of systems at all stages of the software lifecycle. Software product lines enable a family of products to share a common core platform, while allowing for product specific functionality being built on top of the platform. Many companies have exploited the concept of software product lines to increase the resources that focus on highly differentiating functionality and thus improve their competitiveness with higher quality and reusable products and decreasing the time-to-market condition. Many books on product line engineering either introduce specific product line techniques or include brief summaries of industrial cases. From these sources, it is difficult to gain a comprehensive understanding of the various dimensions and aspects of software variability. Here the editors address this gap by providing a comprehensive reference on the notion of variability modeling in the context of software product line engineering, presenting an overview of the techniques proposed for variability modeling and giving a detailed perspective on software variability management. Their book is organized in four main parts, which guide the reader through the various aspects and dimensions of software variability. Part 1 which is mostly written by the editors themselves introduces the major topics related to software variability modeling, thus providing a multi-faceted view of both technological and management issues. Next, part 2 of the book comprises four separate chapters dedicated to research and commercial tools. Part 3 then continues with the most practical viewpoint of the book presenting three different industry cases on how variability is managed in real industry projects. Finally, part 4 concludes the book and encompasses six different chapters on emerging research topics in software variability like e.g. service-oriented or dynamic software product lines, or variability and aspect orientation. Each chapter briefly summarizes “What you will learn in this chapter”, so both expert and novice readers can easily locate the topics dealt with. Overall, the book captures the current state of the art and best practices, and indicates important open research challenges as well as possible pitfalls. Thus it serves as a reference for researchers and practitioners in software variability management, allowing them to develop the next set of solutions, techniques and methods in this complicated and yet fascinating field of software engineering.

Author : Fraidoon Mazda
Publisher : Butterworth-Heinemann
Page : 1140 pages
File Size : 49,5 Mb
Release : 2014-06-28
Category : Technology & Engineering
ISBN : 9781483193793

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Telecommunications Engineer's Reference Book by Fraidoon Mazda Pdf

Telecommunications Engineer's Reference Book maintains a balance between developments and established technology in telecommunications. This book consists of four parts. Part 1 introduces mathematical techniques that are required for the analysis of telecommunication systems. The physical environment of telecommunications and basic principles such as the teletraffic theory, electromagnetic waves, optics and vision, ionosphere and troposphere, and signals and noise are described in Part 2. Part 3 covers the political and regulatory environment of the telecommunications industry, telecommunication standards, open system interconnect reference model, multiple access techniques, and network management. The last part deliberates telecommunication applications that includes synchronous digital hierarchy, asynchronous transfer mode, integrated services digital network, switching systems, centrex, and call management. This publication is intended for practicing engineers, and as a supplementary text for undergraduate courses in telecommunications.

Author : Anonim
Publisher : DIANE Publishing
Page : 41 pages
File Size : 41,8 Mb
Release : 2024-07-01
Category : Electronic
ISBN : 9781428948327

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IRS telephone assistance opportunities to improve human capital management : report to the Chairman, Subcommittee on Oversight, Committee on Ways and Means, U.S. House of Representatives by Anonim Pdf

Author : Jim Rowan
Publisher : CRC Press
Page : 442 pages
File Size : 51,5 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 : Lee Dryburgh,Jeff Hewett
Publisher : Cisco Press
Page : 756 pages
File Size : 40,9 Mb
Release : 2005
Category : Computers
ISBN : 1587050404

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Signaling System No. 7 (SS7/C7) by Lee Dryburgh,Jeff Hewett Pdf

A complete, practical guide to the world's most popular signaling system, including SIGTRAN, GSM-MAP, and Intelligent Networks. Provides in-depth coverage of the SS7 protocols, including implementation details Covers SS7 over IP (SIGTRAN) using real-world examples Covers SS7/C7 from both a North American and European perspective, providing a broad international understanding of the technology and associated standards Explains mobile wireless concepts and signaling, including mobile application part (MAP) Provides a thorough explanation of the Intelligent Network (IN) and associated protocols (INAP/AIN) Signaling System No. 7 (SS7) is a signaling network and protocol that is used globally to bring telecommunications networks, both fixed-line and cellular, to life. SS7 has numerous applications and is at the very heart of telecommunications. Setting up phone calls, providing cellular roaming and messaging, and supplying converged voice and data services are only a few of the ways that SS7 is used in the communications network. SS7 also provides the point of interconnection between converging voice and data networks. This transition, which affects everyone who works with the data network, has bolstered the need for practical and applied information on SS7. In short, anyone who is interested in telecommunications should have a solid understanding of SS7. Signaling System No. 7 (SS7/C7): Protocol, Architecture, and Services will help you understand SS7 from several perspectives. It examines the framework and architecture of SS7, as well as how it is used to provide today's telecommunications services. It also examines each level of the SS7 protocol-all the way down to the bit level of messages. In addition, the SIGTRAN standards are discussed in detail, showing the migration from SS7 to IP and explaining how SS7 information is transported over IP.

Author : Richard J. Manterfield
Publisher : IET
Page : 470 pages
File Size : 45,8 Mb
Release : 1999
Category : Technology & Engineering
ISBN : 0852967616

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Telecommunications Signalling by Richard J. Manterfield Pdf

Introduces the principles of signalling systems and examines their architectures. Modern signalling systems are described in detail, including Signalling System Number Seven and the Digital Subscriber Systems, while older systems are outlined in the appendices. Chapters cover mobile, intelligent, and private networks, as well as signalling interworking, the role in network management, and meeting broadband requirements. Annotation copyrighted by Book News, Inc., Portland, OR

Author : Vikas Gupta
Publisher : Dreamtech Press
Page : 382 pages
File Size : 42,8 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 : United States. General Accounting Office
Publisher : Unknown
Page : 48 pages
File Size : 53,6 Mb
Release : 2001
Category : Income tax
ISBN : STANFORD:36105126824585

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IRS Telephone Assistance by United States. General Accounting Office Pdf

Author : S. Pankaj
Publisher : APH Publishing
Page : 300 pages
File Size : 49,7 Mb
Release : 2005
Category : Call centers
ISBN : 8176488429

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Call Centre by S. Pankaj Pdf

Call centers today have emerged as not only a biggest employer but also as adynamic industry. Everyday thousands of people become part of this growingfraternity. This book helps in unveiling the hidden secrets of thisindustry from a practical perspective. It tries to cover the latesttrends, happenings and the changes happening in this industry.

Author : Adam Grummitt
Publisher : Van Haren
Page : 233 pages
File Size : 52,7 Mb
Release : 1970-01-01
Category : Education
ISBN : 9789087535865

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Capacity Management - A Practitioner Guide by Adam Grummitt Pdf

Capacity Management is described in most key ITSM frameworks: ITIL, ISO 20000 Microsoft Operations Framework (MOF) and the Application Service Library (ASL) all note the importance of Capacity Management. This major title meets the need for an in-depth practical guide to this critical process. Written and reviewed by some of the world s most respected experts in this field it shows how Capacity Management best practice can support provision of a consistent, acceptable service level at a known and controlled cost. Practical advice covers the essential control of two balances: Supply versus demand and resources versus cost. In times of mean, frugal economic measures, it is essential to focus on those practices that are effective and yield practical results. In enlightened times of sustainability, it is also a requirement to find solutions that satisfy the criteria for 'greenness'. This excellent title shows how Capacity Management works not only within an IT environment but also why it is pivotal in meeting high profile business demands. Aligns with ISO/IEC 20000 and ITIL®ISO/IEC lists a set of required capacity management deliverablesITIL outlines what should be done in capacity managementthis book starts to describe how to do itCovers details of what capacity management is all about:what is capacity managementwhy do it benefits and cost-benefit analysishow to do it data-flows and activitieswho does it roles and perspectivesimplementation, maintenance, improvement, toolsProvides comprehensive templates and checklists:objectives, interfaces and data-flows, sub-practices and activitiesmetrics, application sizing parameters, data for modellingdeliverables, reports, CMMI levels, KPIs, risk matrixsample capacity plan