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

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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.

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

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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."

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

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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 Benchmarking
Call Center Benchmarking

Author: Jon Anton

Publisher: Purdue University Press

Published: 2000

Total Pages: 94

ISBN-13: 9781557532152

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Executives are starting to recognize the potential of the call centre as a significant revenue generator, perhaps one of the surest investments they can make in enhancing and creating customer value and bottom-line profits. This guide describes in practical terms the ins and outs of benchmarking.

Call Center Operation
Call Center Operation

Author: Duane Sharp

Publisher: Elsevier

Published: 2003-05-14

Total Pages: 320

ISBN-13: 0080490611

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Every 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

Call Center Optimization
Call Center Optimization

Author: Ger Koole

Publisher: Lulu.com

Published: 2013

Total Pages: 159

ISBN-13: 9082017903

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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.

Uncommon Service
Uncommon Service

Author: Frances X. Frei

Publisher: Harvard Business Press

Published: 2012

Total Pages: 262

ISBN-13: 1422133311

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Offers an organizational design model for service organizations, covering such topics as funding mechanisms, employee management systems, and customer management systems.

Call Centers For Dummies
Call Centers For Dummies

Author: Real Bergevin

Publisher: John Wiley & Sons

Published: 2010-04-16

Total Pages: 391

ISBN-13: 0470677430

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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.