The Call Center Handbook
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Author |
: Keith Dawson |
Publisher |
: CRC Press |
Total Pages |
: 283 |
Release |
: 2007-03-30 |
ISBN-10 |
: 9781482280623 |
ISBN-13 |
: 1482280620 |
Rating |
: 4/5 (23 Downloads) |
Synopsis The Call Center Handbook by : Keith Dawson
This 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 |
Total Pages |
: 285 |
Release |
: 2003-11-20 |
ISBN-10 |
: 9781482295658 |
ISBN-13 |
: 1482295652 |
Rating |
: 4/5 (58 Downloads) |
Synopsis The Call Center Handbook by : Keith Dawson
Need 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 |
: Brad Cleveland |
Publisher |
: ICMI Press (International Customer Management Institute) |
Total Pages |
: |
Release |
: 2003 |
ISBN-10 |
: 0970950772 |
ISBN-13 |
: 9780970950772 |
Rating |
: 4/5 (72 Downloads) |
Synopsis Call Center Leadership and Business Management Handbook and Study Guide by : Brad Cleveland
This handbook is part four of ICMI's comprehensive, four-part series on call center management, which includes people management, operations management, customer relationship management, and leadership and business management. The Call Center Leadership and Business Management Handbook and Study Guide applies proven leadership and business practices to the call center environment. The study guide opens with guidance on developing an effective vision, mission, strategy and valuation model. Next, it explores leadership and communication best practices and highlights those skills and aptitudes that are most important in the call center. The unique environment of the call center is discussed next, with a focus on navigating future trends and requirements. The fourth section of the guide provides professionals with solid principles on developing business plans, improving operations and managing contracts. The study guide comes to a close with an overview of financial principles that call center professionals should understand.
Author |
: Brad Cleveland |
Publisher |
: ICMI Press (International Customer Management Institute) |
Total Pages |
: 474 |
Release |
: 2004 |
ISBN-10 |
: 0970950756 |
ISBN-13 |
: 9780970950758 |
Rating |
: 4/5 (56 Downloads) |
Synopsis Call Center Operations Management Handbook and Study Guide by : Brad Cleveland
This handbook is part two of ICMI's comprehensive, four-part series on call center management, which includes people management, operations management, customer relationship management, and leadership and business management. The Call Center Operations Management Handbook and Study Guide provides this solid foundation through an examination of key performance indicators, call center planning and management processes, call center technology and facilities management. The guide begins with an explanation of service level and response time -- key objectives that measure the accessibility of the center. A detailed examination of other key performance indicators follows. The third section of the guide provides an in-depth discussion of the planning and management processes upon which call center operations depend, including forecasting, staffing and scheduling. The guide then transitions from processes to technology with an integrated look at the technologies present in the best of today's centers. The guide closes with site selection, call center design, health and safety issues, and disaster recovery principles.
Author |
: Ger Koole |
Publisher |
: Lulu.com |
Total Pages |
: 159 |
Release |
: 2013 |
ISBN-10 |
: 9789082017908 |
ISBN-13 |
: 9082017903 |
Rating |
: 4/5 (08 Downloads) |
Synopsis Call Center Optimization by : Ger Koole
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.
Author |
: Brad Cleveland |
Publisher |
: ICMI Inc. |
Total Pages |
: 312 |
Release |
: 1997 |
ISBN-10 |
: 0965909301 |
ISBN-13 |
: 9780965909303 |
Rating |
: 4/5 (01 Downloads) |
Synopsis Call Center Management on Fast Forward by : Brad Cleveland
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.
Author |
: Natalie Calvert |
Publisher |
: Gower Publishing, Ltd. |
Total Pages |
: 378 |
Release |
: 2004 |
ISBN-10 |
: 0566085100 |
ISBN-13 |
: 9780566085109 |
Rating |
: 4/5 (00 Downloads) |
Synopsis Gower Handbook of Call and Contact Centre Management by : Natalie Calvert
This handbook provides an important tool in understanding and dealing with a wide range of management issues in call centres and contact centres.
Author |
: Madeline Bodin |
Publisher |
: CRC Press |
Total Pages |
: 234 |
Release |
: 2002-01-03 |
ISBN-10 |
: 9781578200955 |
ISBN-13 |
: 1578200954 |
Rating |
: 4/5 (55 Downloads) |
Synopsis The Call Center Dictionary by : Madeline Bodin
Your company needs a call center to be competitive in the 21st century. This book is your guide to the technology, techniques, and trends in today's call centers. The Call Center Dictionary contains all the information you need to: Understand: Your boss,
Author |
: Jane Lockwood |
Publisher |
: Cambridge University Press |
Total Pages |
: 129 |
Release |
: 2010-06-21 |
ISBN-10 |
: 9780521178587 |
ISBN-13 |
: 0521178584 |
Rating |
: 4/5 (87 Downloads) |
Synopsis Contact US! Trainer's Manual by : Jane Lockwood
CONTACT US develops high-end professional English language communication skills for the BPO industry. This manual contains a comprehensive introduction to the course, outlining the teaching approach and describing the unit structure in detail. It includes model answers to the activities and keys to exercises as well as photocopiable materials.
Author |
: Penny Reynolds |
Publisher |
: Call Center School Press |
Total Pages |
: 197 |
Release |
: 2003 |
ISBN-10 |
: 0974417904 |
ISBN-13 |
: 9780974417905 |
Rating |
: 4/5 (04 Downloads) |
Synopsis Call Center Staffing by : Penny Reynolds