Gower Handbook of Call and Contact Centre Management

Gower Handbook of Call and Contact Centre Management

Author: Natalie Calvert

Publisher: Routledge

Published: 2017-05-15

Total Pages: 368

ISBN-13: 1351932365

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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.


Operations and Management Principles for Contact Centres

Operations and Management Principles for Contact Centres

Author: Esther Hoffmann

Publisher: Juta and Company Ltd

Published: 2008-09

Total Pages: 476

ISBN-13: 9780702177040

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Several South African agencies, institutes, organizations, and professional bodies are promoting and developing contact-center operations in order to satisfy international and national market demands. Accordingly, additional information, knowledge, and experience are needed to improve on how organizations integrate core business processes into these contact-centers. Responding to this need, the industry is now being represented in higher education. Featuring sections on managing contact-center performance, recruiting, training, and motivating staff- and customer-relations management, this comprehensive course guide, cowritten by several experts in the field, is ideal for institutions offering courses for contact-center agents and anyone working in the contact-center industry.


Management of Historic Centres

Management of Historic Centres

Author: Robert Pickard

Publisher: Taylor & Francis

Published: 2013-01-11

Total Pages: 309

ISBN-13: 1135158738

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This book examines key themes for the management of historic urban centres within a representative sample of centres in different European countries. The twelve historic centres that have been chosen are spread throughout Europe. They are diverse in character and the range includes small towns, cities and urban centres within cities. Some have been designated by UNESCO as World Heritage Sites or Cities, whilst others have recognition, or have been proposed as European Cities of Culture. The centres have all faced different problems and a variety of approaches have been utilised which are also examined. For each of the historic centres in the book the authors broadly cover a number of common themes: the policy and planning framework; management and regeneration action; environmental management; tourism and heritage management; and sustainability.


Assessment Centres and Global Talent Management

Assessment Centres and Global Talent Management

Author: George C. Thornton Iii

Publisher: CRC Press

Published: 2016-04-08

Total Pages: 527

ISBN-13: 1317177886

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Globalization, innovation, market share, identifying visionary leaders and, particularly, talent management ...are just some of the issues that benefit from using assessment and development centres. Assessment Centres and Global Talent Management focuses on topics that influence the design of the assessment centre in terms of the competencies being assessed, the exercises that are used and the nature of the event, so that they can deliver what is required; often to change organizational culture and values. Practical examples and case studies are sprinkled throughout the book as international contributors explore cross-cultural implications, and consider how the design, development and use of assessment centres should be adapted to different cultures. Some of the world's leading researchers and practitioners outline their research into new applications for assessment centre methods, showing how they have used it to design and implement specific assessment and development centres. This is a book from which practitioners can see how science informs good practice, and scholars will find the 32 chapters a rich source of ideas for conducting research into emerging issues in the field.


Pathways to Institutional Improvement with Information Technology in Educational Management

Pathways to Institutional Improvement with Information Technology in Educational Management

Author: C.J. Patrick Nolan

Publisher: Springer

Published: 2006-04-11

Total Pages: 174

ISBN-13: 0306470063

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New Zealand schools have experienced unprecedented change during the lastdecade. Radicalrestructuringoftheframeworksforbothcurriculumand qualificationsfollowedamovementtowards self-managementin 1989. The curriculum framework, consisting of seven essential learning areas, has been progressively introduced with completionnotexpecteduntil 2002. Thenew Qualifications Framework, based on unit standards, was launched in 1994. The introduction of unit standards signalled an emphatic movement towards the use of internal assessment for awarding qualifications at the seniorsecondaryschoollevel. Eachcoursehadunitstandardsdefined,which described the outcomes and the performance criteria that would be used to determine whether or not the standard had been achieved. Approximately five to eight standards would be used for each full year course and each standard had a number of credits associated with it. The plan, which has since been modified, was for these credits to contribute to a National Certificate of Educational Achievement, at years 12 and 13, and other, subject specific, National Certificates. Secondary schools were faced with the task of recording and reporting 1 unit standardresults to theNew Zealand Qualifications Authority . This, by itself, was not a major issue as the significant suppliers of CSIS had modules availablewhichsatisfiedthis need. Atthistimeamodelwasbeingpresented to school audiences demonstrating how the recording, reporting and evaluation ofassessment data, relating to the curriculumframework, could be relatively straight forward IF there was a common assessment ‘currency’ across the school. This model was converted into software form for demonstration purposes.


Leadership and Management Compendium

Leadership and Management Compendium

Author: David Obatomi

Publisher: AuthorHouse

Published: 2024-09-04

Total Pages: 260

ISBN-13:

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A complete dependence on capable leadership is one of few things every organisation has in common. In the absence of talented leadership, the workforce – and by extension the entire business – cannot achieve its full potential. Leadership & Management are two very different concepts, though are intrinsically interconnected. For an organisation to perform at its best, a strategic combination of both Leadership & Management is required. It’s one thing to master the art of effective delegation, instruction and supervision. It’s something else entirely to inspire a workforce to achieve more by setting a strong example. To become a talented manager and an inspiring leader is to enjoy extraordinary career prospects worldwide. This booklet is a compilation of all the assignments and answers provided through thorough research using a wide range of resources. It is anticipated that the compendium will be a valuable document to consult for anyone aspiring to be ab excellent managers or leaders in their organisation.


Operations Management: Policy, Practice and Performance Improvement

Operations Management: Policy, Practice and Performance Improvement

Author: Steve Brown

Publisher: Routledge

Published: 2013-06-17

Total Pages: 450

ISBN-13: 1136375465

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'Operations Management: policy, practices, performance improvement' is the latest state-of-the-art approach to operations management. It provides new cutting edge input into operations management theory and practice that cannot be found in any other text. Discussing both strategic and tactical inputs it combines and balances service and manufacturing operations. * Cutting edge techniques accompanied by brand new case studies * Challenges standard approaches * Comprehensive coverage of strategic supply management * Critical sample questions to aid discussion * Reading lists and articles to support learning * Additional lecturer support material This outstanding author team is from the Operations Management Group at the University of Bath. Their expertise and knowledge is apparent in the text, and they bring to it their original research and experience in the field of operations management.


Building Project-Management Centers of Excellence

Building Project-Management Centers of Excellence

Author: Dennis Bolles

Publisher: AMACOM Div American Mgmt Assn

Published: 2002-09-06

Total Pages: 242

ISBN-13: 0814426441

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It’s been shown again and again that business components from R & D to systems, engineering to manufacturing can benefit from a project-centered management approach. Now, organizations that have had success at the departmental or divisional level are taking the project management approach to new levels, adopting PM standards into across-the-board management philosophies and business strategies. This new model is known as the Project Management Center of Excellence. PMCoEs need every group within the organization to work under the PM model, but more important, they need the proper tools to implement PM standards in new areas. A crucial tool in developing project management objectives across the company, this book covers: * Positioning project management as a business strategy * Creating and managing an organizational PM portfolio * Education, training, and internal PM certification programs * Classifying projects, benchmarking, and mapping a methodology