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Author: Madeline Bodin
Publisher: CRC Press
Published: 2002-01-03
Total Pages: 232
ISBN-13: 148229558X
DOWNLOAD EBOOKCall centres have become the crucial front line for managing customer relationships. This book covers a range of call center terminology. It explains relevant terms, and provides the call center manager with a quick reference that covers the technology and operational issues that come up in running and improving a call center.
Author: Brad Cleveland
Publisher: ICMI Press (International Customer Management Institute)
Published: 2003
Total Pages: 222
ISBN-13: 9780965909358
DOWNLOAD EBOOKICMI's Call Center Management Dictionary is a practical, comprehensive reference for customer contact professionals, covering measurements, objectives, reporting, analysis, forecasting, planning, monitoring, coaching, quality, performance improvement, human resources, training, customer behavior, marketing, technologies, budgeting, finance, strategy, industry acronyms, and much more! Accurate and easy to use, ICMI's Call Center Management Dictionary is designed to cut through the clutter and confusion in today's terminology, so that you can communicate more effectively, make better decisions, improve customer services and build your career. Book jacket.
Author: Madeline Bodin
Publisher: CMP Books
Published: 1996
Total Pages: 350
ISBN-13: 9780936648798
DOWNLOAD EBOOKAuthor: Keith Dawson
Publisher: CRC Press
Published: 2007-03-30
Total Pages: 283
ISBN-13: 1482280620
DOWNLOAD EBOOKThis 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: 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: 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.
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Publisher: Pearson South Africa
Published: 2007
Total Pages: 166
ISBN-13: 9781868917433
DOWNLOAD EBOOKAuthor:
Publisher: Librix.eu
Published:
Total Pages: 721
ISBN-13: 8073997592
DOWNLOAD EBOOKAuthor: Gerry Barber
Publisher: ICMI Press (International Customer Management Institute)
Published: 2000
Total Pages: 103
ISBN-13: 9780965909365
DOWNLOAD EBOOKCall 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
