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Call Center Management on Fast Forward

Author : Brad Cleveland

Publisher : ICMI Inc.

Page : 312 pages

File Size : 22,19 MB

Release : 1997

Category : Business & Economics

ISBN : 9780965909303

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Book Description

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.



Call Center Management on Fast Forward

Author : Brad Cleveland

Publisher : ICMI Press (International Customer Management Institute)

Page : 491 pages

File Size : 18,17 MB

Release : 2012

Category : Business & Economics

ISBN : 9780985461102

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Book Description





Call Center Optimization

Author : Ger Koole

Publisher : Lulu.com

Page : 159 pages

File Size : 21,50 MB

Release : 2013

Category : Business & Economics

ISBN : 9082017903

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Book Description

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.



Fast Forward

Author : Melanne Verveer

Publisher : Houghton Mifflin Harcourt

Page : 269 pages

File Size : 49,64 MB

Release : 2015

Category : Business & Economics

ISBN : 0544527194

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Book Description

Sheryl Sandberg's Lean In ignited a conversation about women and their careers, and resonated with millions of readers. Fast Forward, by two women leaders with experience and access throughout corporate America and around the world, takes the next step. Through interviews with a network of over fifty trailblazing women, it shows women how to accelerate their growing economic power and combine it with purpose to create success and meaning in their lives while building a better world.



Call Center Forecasting and Scheduling

Author : Gerry Barber

Publisher : ICMI Press (International Customer Management Institute)

Page : 103 pages

File Size : 48,39 MB

Release : 2000

Category : Call centers

ISBN : 9780965909365

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Book Description

Call 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



Conducting a Contact Center Assessment

Author : Michael Cusack

Publisher : Createspace Independent Publishing Platform

Page : 0 pages

File Size : 21,13 MB

Release : 2013-01-11

Category :

ISBN : 9781481865272

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Book Description

How to evaluate the efficiency of your contact center operation, including key benchmarks and metrics relevant to process improvement, customer relationship management, knowledge management, human resources, workforce management, information technology and quality assurance. "Discovery" explains the Areas of Focus (Efficiency, Effectiveness, Capability and Differentiation), Functions (Customer-facing, Support, and Analytics), and Classifications that constitute the basis of a contact centre assessment. "Efficiency" considers aspects of Operations, Workforce Management and Process Management. "Effectiveness" deals with Customer Relationship Management, Knowledge Management, and Quality Assurance. "Capability" delves into Human Resources and Information Technology. "Differentiation" looks at the elements that separate the contact centre from competitors. "Assessment Outputs" explains how to analyse and present the data gathered during the assessment.



Call Center Leadership and Business Management Handbook and Study Guide

Author : Brad Cleveland

Publisher : ICMI Press (International Customer Management Institute)

Page : pages

File Size : 29,24 MB

Release : 2003

Category : Call centers

ISBN : 9780970950772

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Book Description

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.



ICMI's Pocket Guide to Call Center Management Terms

Author : Brad Cleveland

Publisher : ICMI Press (International Customer Management Institute)

Page : 147 pages

File Size : 39,35 MB

Release : 2004-07-01

Category :

ISBN : 9781932558005

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Book Description

ICMIs Pocket Guide to Call Center Management Terms is a convenient, portable reference of terms culled from ICMIs Call Center Management Dictionary: The Essential Reference for Contact Center, Help Desk and Customer Care Professionals , written by Brad Cleveland, President and CEO of ICMI. At 3.5 by 5 inches, the book is small enough to fit in a busy managers pocket, yet its packed with industry acronyms and concise definitions of approximately 500 call center industry terms.



Call Center Rocket Science

Author : Randy Rubingh

Publisher : Createspace Independent Pub

Page : 206 pages

File Size : 13,92 MB

Release : 2013-03-20

Category : Business & Economics

ISBN : 9781482740103

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Book Description

"I once heard it said that running a call center is not rocket science. While you may not need the skills and education of an aerospace engineer, successful call center management does require certain skills and insight."-RANDY RUBINGH Call Center Rocket Science gives practical, hands on advice for today's customer service professionals. Here you will find real world advice on a wide variety of topics essential to effective call center management including: Recruiting and Hiring: How to find great agents, what to look for in a candidate, how to weed out applicants that may not be a good fit, closing the best candidates. Training: How to develop an effective new hire training course that prepares reps to take successfully take calls starting their first day on the floor. Effective Role playing strategies to increase effectiveness of training. Management: Creating a world class culture to motivate and retain your staff. How to look at and understand call center statistics. Call Center Operations: How to handle the day to day activity of a call center, and manage the business without constantly fighting fires. Outsourcing: For outsourcers- tips on how to make your client satisfied and give you more business. For those who outsource there are tips on how to get below the surface to truly understanding the level of service being provided by your service provider. Overall 110 tips that most centers can implement right away and receive immediate benefit of improved operations, and higher levels of employee and customer satisfaction.