Call Centers For Dummies
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Author | : Real Bergevin |
Publisher | : John Wiley & Sons |
Total Pages | : 391 |
Release | : 2010-05-11 |
Genre | : Business & Economics |
ISBN | : 0470678402 |
Download Call Centers For Dummies Book in PDF, Epub and Kindle
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 |
Total Pages | : 159 |
Release | : 2013 |
Genre | : Business & Economics |
ISBN | : 9082017903 |
Download Call Center Optimization Book in PDF, Epub and Kindle
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 |
Total Pages | : 200 |
Release | : 2004 |
Genre | : Business & Economics |
ISBN | : 1887355081 |
Download The Executive Guide to Call Center Metrics Book in PDF, Epub and Kindle
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 | : Real Bergevin |
Publisher | : John Wiley & Sons |
Total Pages | : 391 |
Release | : 2010-04-16 |
Genre | : Business & Economics |
ISBN | : 0470677430 |
Download Call Centers For Dummies Book in PDF, Epub and Kindle
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 | : Penny Reynolds |
Publisher | : Call Center School Press |
Total Pages | : 197 |
Release | : 2003 |
Genre | : Call centers |
ISBN | : 9780974417905 |
Download Call Center Staffing Book in PDF, Epub and Kindle
Author | : Real Bergevin |
Publisher | : |
Total Pages | : 0 |
Release | : 2010 |
Genre | : |
ISBN | : |
Download Call centres for dummies Book in PDF, Epub and Kindle
Author | : Keith Dawson |
Publisher | : CRC Press |
Total Pages | : 283 |
Release | : 2007-03-30 |
Genre | : Computers |
ISBN | : 1482280620 |
Download The Call Center Handbook Book in PDF, Epub and Kindle
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 |
Publisher | : |
Total Pages | : |
Release | : 2010 |
Genre | : Call centers |
ISBN | : |
Download Call Centers for Dummies, 2nd Edition Book in PDF, Epub and Kindle
Author | : Karen Leland |
Publisher | : John Wiley & Sons |
Total Pages | : 409 |
Release | : 2011-03-03 |
Genre | : Business & Economics |
ISBN | : 1118052730 |
Download Customer Service For Dummies Book in PDF, Epub and Kindle
Customer Service For Dummies, Third Edition integrates the unbeatable information from Customer Service For Dummies and Online Customer Service For Dummies to form an all-in-one guide to customer loyalty for large and small businesses alike. The book covers the fundamentals of service selling and presents up-to-date advice on such fundamentals as help desks, call centers, and IT departments. Plus, it shows readers how to take stock of their customer service strengths and weaknesses, create useful customer surveys, and learn from the successes and failures of businesses just like theirs. Karen Leland and Keith Bailey (Sausalito, CA) are cofounders of Sterling Consulting Group, an international consulting firm specializing in quality service consulting and training for such clients as Oracle, IBM, Avis, and Lucent.
Author | : Keith Dawson |
Publisher | : CRC Press |
Total Pages | : 283 |
Release | : 2003-11-20 |
Genre | : Technology & Engineering |
ISBN | : 9781578203055 |
Download The Call Center Handbook Book in PDF, Epub and Kindle
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