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Author: Keith Dawson
Publisher: CRC Press
Published: 2003-11-20
Total Pages: 285
ISBN-13: 1482295652
DOWNLOAD EBOOKNeed 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: Duane Sharp
Publisher: Elsevier
Published: 2003-05-14
Total Pages: 320
ISBN-13: 0080490611
DOWNLOAD EBOOKEvery 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: Brendan Read
Publisher: CRC Press
Published: 2005-01-02
Total Pages: 383
ISBN-13: 1482280906
DOWNLOAD EBOOKDesigning the Best Call Center for Your Business examines all key aspects of opening and expanding a live agent call center, with in-depth coverage on facilities and workstation design; site selection, including communications and power backups; f
Author: Richard Feinberg
Publisher: Purdue University Press
Published: 2005
Total Pages: 372
ISBN-13: 9781557533425
DOWNLOAD EBOOKWritten 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: Ingrid Law
Publisher: Penguin
Published: 2008-05-01
Total Pages: 353
ISBN-13: 1440634858
DOWNLOAD EBOOKA vibrant new voice . . . a modern classic. For generations, the Beaumont family has harbored a magical secret. They each possess a “savvy”—a special supernatural power that strikes when they turn thirteen. Grandpa Bomba moves mountains, her older brothers create hurricanes and spark electricity . . . and now it’s the eve of Mibs’s big day. As if waiting weren’t hard enough, the family gets scary news two days before Mibs’s birthday: Poppa has been in a terrible accident. Mibs develops the singular mission to get to the hospital and prove that her new power can save her dad. So she sneaks onto a salesman’s bus . . . only to find the bus heading in the opposite direction. Suddenly Mibs finds herself on an unforgettable odyssey that will force her to make sense of growing up—and of other people, who might also have a few secrets hidden just beneath the skin.
Author: Jeannie Gainsburg
Publisher: Rowman & Littlefield
Published: 2023-03-14
Total Pages: 287
ISBN-13: 1538169258
DOWNLOAD EBOOKBursting with passion and humor, The Savvy Ally: A Guide for Becoming a Skilled LGBTQ+ Advocate is a treasure trove for allies to the LGBTQ+ communities. This fully revised second edition includes: The most current information on identities and LGBTQ+ language Tips for respectfully sharing, gathering, and using pronouns LGBTQ+ etiquette, including common language bloopers toavoid Tools for navigating difficult conversations Best practices for creating LGBTQ+ inclusive spaces Appropriate actions to take after messing up Techniques for self-care and sustainable allyship The Savvy Ally is a vital resource for teachers, mental health professionals, healthcare providers, college professors, faith leaders, family members, and friends who want to support and advocate for the LGBTQ+ people in their lives and help make the world a safer, more inclusive place. This informative, encouraging, and easy-to-understand guidebook will jump-start even the most tentative ally. 100% of the royalties from the first year of sales of this 2nd edition will be donated to nonprofit organizations working to build a safer and more inclusive world for LGBTQ+ people.
Author: William A. Gentry
Publisher: John Wiley & Sons
Published: 2013-07-09
Total Pages: 26
ISBN-13: 1118780124
DOWNLOAD EBOOKThere are many things that politics is not. Politics is not good or bad; it's neutral and natural. Politics is not a zero-sum game; politically savvy individuals can use their influence in an effective, authentic manner so that all parties involved get something positive out of the experience. Politics is not about being false; instead, political savvy is about using your skills, behaviors, and qualities to be effective, and sincerity is vital. Use the ideas and exercises in this guidebook to become a more politically savvy leader, and build your capacity to lead effectively in your organization.
Author: Jim Miller
Publisher: Large Print Press
Published: 2004
Total Pages: 472
ISBN-13: 9780786269273
DOWNLOAD EBOOK"If you're looking for answers to senior questions, here is the solution. Why spend endless hours searching the Internet or talking to automated phone systems trying to figure out your Social Security benefits? Spend only what you need to on your prescription drugs, and get what you're owed from Medicare. Turn to the source that millions of readers have trusted - Jim Miller, the author of ""The Savvy Senior"" newspaper column, published in over 400 newspapers nationwide."
Author: Wang, John
Publisher: IGI Global
Published: 2012-12-31
Total Pages: 420
ISBN-13: 1466626801
DOWNLOAD EBOOKWith the continuous growth of the service sector, the ability to develop and implement information systems is important in order to measure progress. Implementation and Integration of Information Systems in the Service Sector is a collection of research which discusses the application of information systems as well as the established ideas and advancements in the service sector. This book aims to utilize new theories, technologies, models, and methods in order to discover effective functions in this area.
Author: David L. Butler
Publisher: Routledge
Published: 2007-06-01
Total Pages: 199
ISBN-13: 1136426221
DOWNLOAD EBOOK'Bottom-Line Call Center Management breaks new ground by addressing key skills and techniques in assessing and implementing effective management practices to maximize the human and capital resources at the call center manager's disposal. Drawing on the author's unique data sets and years of research experience in the industry, 'Bottom-Line Call Center Management' helps call center managers evaluate their current status, implement cost-effective changes, and measure results of their changes to ensure a culture of accountability within the call center at all levels increasing the bottom line. The processes include an evaluation of current customer service representatives, defining, delimiting and assessing the labor shed of the center, and exploring the customer service representative's unique skills and leveraging those skills into a unique and dynamic work environment. Likewise, the process also determines the learning skills and competencies necessary to meet and exceed the basic requirements for all call centers. Furthermore, each step has a pre, in-process, and post evaluation to ensure projects are progressing according to plan. Lastly, all evaluations are measured against the bottom line through a return on investment (ROI) model. The framework for this book uses the culture of call centers, defined and lived through the customer service representatives, as the lens to view all processes, measurements, accountability and return on investment. This framework is critical since there has been much emphasis on technology-as-a-solution which treats the employees as a hindrance instead of the enablers of positive change. Likewise, customer service representatives eventually act as strong determinants of success with the call center and thus the bottom line.
