Call Center Management on Fast Forward
Call Center Management on Fast Forward

Author: Brad Cleveland

Publisher: ICMI Inc.

Published: 1997

Total Pages: 312

ISBN-13: 9780965909303

DOWNLOAD EBOOK

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.

Call Center Optimization
Call Center Optimization

Author: Ger Koole

Publisher: Lulu.com

Published: 2013

Total Pages: 159

ISBN-13: 9082017903

DOWNLOAD EBOOK

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.

The Executive Guide to Call Center Metrics
The Executive Guide to Call Center Metrics

Author: James C. Abbott

Publisher: Robert Houston Smith Publishers

Published: 2004

Total Pages: 200

ISBN-13: 1887355081

DOWNLOAD EBOOK

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.

Call Center Forecasting and Scheduling
Call Center Forecasting and Scheduling

Author: Gerry Barber

Publisher: ICMI Press (International Customer Management Institute)

Published: 2000

Total Pages: 103

ISBN-13: 9780965909365

DOWNLOAD EBOOK

Call Center Forecasting & Scheduling There is simply no way to establish and operate an effective call center environment without a solid understanding of the principles behind forecasting, staffing, scheduling, service level, queuing dynamics and real-time management. Originally published in the pages of Call Center Management Review, these articles were selected for their educational value, practicality, and most importantly, coverage of timeless call center management principles. - Amazon

Call Centers For Dummies
Call Centers For Dummies

Author: Real Bergevin

Publisher: John Wiley & Sons

Published: 2010-05-11

Total Pages: 391

ISBN-13: 0470678402

DOWNLOAD EBOOK

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.

Fast Forward
Fast Forward

Author: Melanne Verveer

Publisher: Houghton Mifflin Harcourt

Published: 2015

Total Pages: 269

ISBN-13: 0544527194

DOWNLOAD EBOOK

Sheryl Sandberg's Lean In ignited a conversation about women and their careers, and resonated with millions of readers. Fast Forward, by two women leaders with experience and access throughout corporate America and around the world, takes the next step. Through interviews with a network of over fifty trailblazing women, it shows women how to accelerate their growing economic power and combine it with purpose to create success and meaning in their lives while building a better world.

CallCenter Management by the Numbers
CallCenter Management by the Numbers

Author: Jon Anton

Publisher: Purdue University Press

Published: 1997

Total Pages: 124

ISBN-13: 9781557531124

DOWNLOAD EBOOK

Annotation With the emergence of the callcenter as a mission-critical part of the corporate customer service strategy, management of the callcenter has moved from a reactive "fire-fighting" style to a more proactive tactical style of professional management. Measurements drive behavior, and "you get what you measure and reward." The primary purpose of this book is to provide new professional callcenter managers with a methodology for "managing their callcenter by the numbers."

Conducting a Contact Center Assessment
Conducting a Contact Center Assessment

Author: Michael Cusack

Publisher: Createspace Independent Publishing Platform

Published: 2013-01-11

Total Pages: 0

ISBN-13: 9781481865272

DOWNLOAD EBOOK

How to evaluate the efficiency of your contact center operation, including key benchmarks and metrics relevant to process improvement, customer relationship management, knowledge management, human resources, workforce management, information technology and quality assurance. "Discovery" explains the Areas of Focus (Efficiency, Effectiveness, Capability and Differentiation), Functions (Customer-facing, Support, and Analytics), and Classifications that constitute the basis of a contact centre assessment. "Efficiency" considers aspects of Operations, Workforce Management and Process Management. "Effectiveness" deals with Customer Relationship Management, Knowledge Management, and Quality Assurance. "Capability" delves into Human Resources and Information Technology. "Differentiation" looks at the elements that separate the contact centre from competitors. "Assessment Outputs" explains how to analyse and present the data gathered during the assessment.