Gower Handbook Of Call And Contact Centre Management

Author : Natalie Calvert
Publisher : Routledge
Page : 368 pages
File Size : 45,7 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 : Keith Dawson
Publisher : CRC Press
Page : 283 pages
File Size : 50,6 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 : Real Bergevin,Afshan Kinder,Winston Siegel,Bruce Simpson
Publisher : John Wiley & Sons
Page : 391 pages
File Size : 55,6 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 : Brad Cleveland,Julia Mayben
Publisher : ICMI Inc.
Page : 312 pages
File Size : 45,5 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 : Keith Dawson
Publisher : CRC Press
Page : 283 pages
File Size : 48,7 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 : Alison Mathiebe
Publisher : Unknown
Page : 238 pages
File Size : 47,8 Mb
Release : 2011-08-01
Category : Electronic
ISBN : 300035221X

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How to Survive (& Thrive) in a Call Centre by Alison Mathiebe Pdf

How to Survive (& Thrive) in a Call Centre teaches call centre agents to: - Contribute to the call centre's success - Provide outstanding customer service - Increase sales results - Improve their overall performance - Enjoy sustained energy and motivation - Reduce their stress levels - Manage and advance their careers "Alison Mathiebe has written a book that is clear, concise and comes from evident practical experience. It is certain to boost the confidence and success of those just entering (or considering) the profession, and is a great go-to resource for established call centre agents." Brad Cleveland bradcleveland.com/blog Author, Call Center Management on Fast Forward (ICMI Press) "How To Survive (& Thrive) in a Call Centre by Alison Mathiebe is a very welcome contribution which will help call centres to guide, support and inform new and existing call centre staff. In particular, it would prove a useful text to give to all new staff helping them understand and adjust to working in stimulating and sometimes challenging environments. The 24 chapters address the main topics and are short enough to provide bite-size learning for agents and operators. " John P. Wilson author of The Call Centre Training Handbook

Author : S. Parry,S. Barlow,M. Faulkner
Publisher : Springer
Page : 208 pages
File Size : 53,9 Mb
Release : 2005-05-31
Category : Business & Economics
ISBN : 9780230508149

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Sense and Respond by S. Parry,S. Barlow,M. Faulkner Pdf

The authors argue that lean production should be driven by the desire to achieve optimal customer service by sensing and responding to the customer. The customer is at the centre of the process and the organisation needs to respond in a holistic way so that the customer can impact on the design and delivery of products and processes. The book is based upon substantial research and practice by leading practitioners and heralds a paradigm shift in thinking on these issues.

Author : Peter Murley
Publisher : Gower Publishing, Ltd.
Page : 660 pages
File Size : 41,6 Mb
Release : 1997
Category : Business & Economics
ISBN : 0566076888

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Gower Handbook of Customer Service by Peter Murley Pdf

This new Gower Handbook covers an area of management that is now regarded as fundamental to the success of any organization, whether it is in the private or the public sector. A team of experienced professionals and practising managers have pooled their expertise to provide nearly 50 chapters of current best practice in all aspects of customer service management, making this a valuable addition to the renowned Gower Handbook series.

Author : John P. Wilson
Publisher : Unknown
Page : 0 pages
File Size : 54,8 Mb
Release : 2009
Category : BUSINESS & ECONOMICS
ISBN : 0749450886

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The Call Centre Training Handbook by John P. Wilson Pdf

A complete resource for providing learning, training, and development within contact centers. This handbook offers call center managers and trainers information with which to benchmark training and identifies best practice in learning and development.

Author : Duane Sharp
Publisher : Digital Press
Page : 303 pages
File Size : 53,6 Mb
Release : 2003-04-28
Category : Computers
ISBN : 155558277X

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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 : Brad Cleveland,Debbie Harne
Publisher : ICMI Press (International Customer Management Institute)
Page : 474 pages
File Size : 53,9 Mb
Release : 2004
Category : Business
ISBN : 0970950756

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Call Center Operations Management Handbook and Study Guide by Brad Cleveland,Debbie Harne Pdf

This handbook is part two of ICMI's comprehensive, four-part series on call center management, which includes people management, operations management, customer relationship management, and leadership and business management. The Call Center Operations Management Handbook and Study Guide provides this solid foundation through an examination of key performance indicators, call center planning and management processes, call center technology and facilities management. The guide begins with an explanation of service level and response time -- key objectives that measure the accessibility of the center. A detailed examination of other key performance indicators follows. The third section of the guide provides an in-depth discussion of the planning and management processes upon which call center operations depend, including forecasting, staffing and scheduling. The guide then transitions from processes to technology with an integrated look at the technologies present in the best of today's centers. The guide closes with site selection, call center design, health and safety issues, and disaster recovery principles.

Author : Brad Cleveland
Publisher : ICMI Press (International Customer Management Institute)
Page : 491 pages
File Size : 53,9 Mb
Release : 2012
Category : Business & Economics
ISBN : 0985461101

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Call Center Management on Fast Forward by Brad Cleveland Pdf

Author : Real Bergevin,Afshan Kinder,Winston Siegel,Bruce Simpson
Publisher : John Wiley & Sons
Page : 384 pages
File Size : 41,5 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 : Catriona Wallace,Johanna Hetherington
Publisher : Penguin Books
Page : 246 pages
File Size : 44,9 Mb
Release : 2003
Category : Call centers
ISBN : 1740097246

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The Complete Guide to Call and Contact Centre Management by Catriona Wallace,Johanna Hetherington Pdf

Call Centres are one of the fastest growing industries in the world, increasing every year by 40% globally and 25% in Australia. This text is a complete up-to-date bible for all call and contact centre professionals in Australia and the Asia Pacific region.

Author : Madeline Bodin
Publisher : CRC Press
Page : 227 pages
File Size : 42,7 Mb
Release : 2002-01-03
Category : Technology & Engineering
ISBN : 9781482295580

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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,