Download or read book Advice from a Call Center Geek written by Thomas Laird and published by . This book was released on 2018-08-21 with total page 90 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Advice from a Call Center Geek: Rethinking Call Center Operations is a field manual for the 21st century contact center. Practical, poignant, and funny, Tom dishes out amazing real-world advice that has made his organization successful. From culture to education to incentives, Tom addresses the key areas to make your contact center world-class!"Paul HerdmanHead of Customer ExperienceNICE inContactAdvice From a Call Center Geek takes a look at a new way of running today's high end contact center. Tom Laird, the CEO of award winning Expivia Interaction Marketing, 600 seat BPO call center guides you through the process of developing a world class operation.This book will take you through the process of evaluating and changing your call center's culture, how to look beyond a resume to hire the "right" associates and show you how to educate for quality while maintaining high level management. Advice from a Call Center Geek will make you rethink how the call center manager of today should be looking at running their call center.

Download or read book Call Center Optimization written by Ger Koole and published by Lulu.com. This book was released on 2013 with total page 159 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.

Download or read book The Night Agent written by Matthew Quirk and published by HarperCollins. This book was released on 2019-01-15 with total page 439 pages. Available in PDF, EPUB and Kindle. Book excerpt: NOW ON NETFLIX! Starring Gabriel Basso and Luciane Buchanan “Matthew Quirk moves into David Baldacci and John Grisham territory with The Night Agent, a paranoid, pulse-pounding thriller that could not be more prescient. If you’re wondering where the best of the next generation of suspense talent is headed, look no further.” — Joseph Finder To find a Russian mole in the White House, an FBI agent must question everything. . . and trust no one. No one is more surprised than FBI Agent Peter Sutherland when he’s tapped to work in the White House Situation Room. When Peter was a boy, his father was suspected of selling secrets to the Russians—a breach that cost him his career, his reputation, and eventually his life. Now Peter’s job is monitoring an emergency line for a call that has not—and might never—come. Until tonight. At 1:05 A.M. the phone rings. A terrified young woman named Rose tells Peter that two people have just been murdered and that the killer might still be in the house with her. One of the victims gave her this phone number with urgent instructions: “Tell them OSPREY was right. It’s happening...” The call thrusts Peter into the heart of a conspiracy years in the making, involving a Russian mole at the highest levels of the U.S. government. Anyone in the White House could be the traitor. Anyone could be corrupted. To save the nation, Peter must take the rules into his own hands, question everything, and trust no one. The Night Agent marks the return of the classic conspiracy thriller, a Three Days of the Condor for today’s chaotic world. With incredible twists and heart-stopping action, this electrifying novel pulls back the curtain on Washington power and confirms Matthew Quirk as a new master of suspense. Don't miss Matthew Quirk's twisty new thriller, Inside Threat! Look for these other pulse-pounding thrillers by Matthew Quirk: Red Warning Hour of the Assassin Dead Man Switch Cold Barrel Zero The Directive The 500

Download or read book Wake Up Your Call Center written by Rosanne D'Ausilio and published by Purdue University Press. This book was released on 2005 with total page 236 pages. Available in PDF, EPUB and Kindle. Book excerpt: Annotation Fourth edition includes the Training Imperative, Self Service, Updated Statistics, and Expanded References.

Download or read book Call Centers For Dummies written by Real Bergevin and published by John Wiley & Sons. This book was released on 2010-05-11 with total page 391 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.

Download or read book Recruiting and Retaining Call Center Employees In Action Case Study Series written by Natalie Petouhoff and published by Association for Talent Development. This book was released on 2023-05-26 with total page 234 pages. Available in PDF, EPUB and Kindle. Book excerpt: What's your strategy to remain competitive? Trainers realize that recruiting the right people with the right skills and providing them with great training is key to creating a great business. With the arrival of measurement and return-on-investment calculations for these key business activities comes the realization from business professionals that performance management does make a difference in profits, sales, and customer satisfaction. With a company's need to recruit and keep the best talent, performance management is its best strategy for remaining competitive in the global marketplace in which employees have more choices than ever before. Performance management is used to improve both personal and organizational skills. Recruiting and Retaining Call Center Employees illustrates the various ways employees can reach their potential and thereby contribute to the bottom line, made all the more profitable by creating stronger and more stable companies that can offer higher wages and excellent benefit packages. Combining theory with practical advice on training, recruiting, and evaluating programs, this book provides the trainer with practical models and guides. Plus, cases on process and technology provide a full range of solutions in creating a call center that is well ahead of the competition. ASTD is proud to present the 22nd book in the IN ACTION series: 11 cases that provide numerous examples of performance management programs in diverse applications. One basic premise remains constant in all of the applications: People matter most, and, when they adopt a relationship-based leadership style, the workplace becomes successful. Performance management involves all willing participants creating a learning environment together.

Download or read book The Call Center Dictionary written by Madeline Bodin and published by CRC Press. This book was released on 2002-01-03 with total page 232 pages. Available in PDF, EPUB and Kindle. Book excerpt: Call 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.

Download or read book The Real time Contact Center written by Donna Fluss and published by Amacom Books. This book was released on 2005 with total page 256 pages. Available in PDF, EPUB and Kindle. Book excerpt: New technology and best practices to turn your contact center into a revenue generator.

Download or read book The Language of Outsourced Call Centers written by Eric Friginal and published by John Benjamins Publishing. This book was released on 2009 with total page 344 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Language of Outsourced Call Centers is the first book to explore a large-scale corpus representing the typical kinds of interactions and communicative tasks in outsourced call centers located in the Philippines and serving American customers. The specific goals of this book are to conduct a corpus-based register comparison between outsourced call center interactions, face-to-face American conversations, and spontaneous telephone exchanges; and to study the dynamics of cross-cultural communication between Filipino call center agents and American callers, as well as other demographic groups of participants in outsourced call center transactions, e.g., gender of speakers, agents' experience and performance, and types of transactional tasks. The research design relies on a number of analytical approaches, including corpus linguistics and discourse analysis, and combines quantitative and qualitative examination of linguistic data in the investigation of the frequency distribution and functional characteristics of a range of lexico/syntactic features of outsourced call center discourse.

Download or read book Data Quality for Analytics Using SAS written by Gerhard Svolba and published by SAS Institute. This book was released on 2012-04-01 with total page 356 pages. Available in PDF, EPUB and Kindle. Book excerpt: Analytics offers many capabilities and options to measure and improve data quality, and SAS is perfectly suited to these tasks. Gerhard Svolba's Data Quality for Analytics Using SAS focuses on selecting the right data sources and ensuring data quantity, relevancy, and completeness. The book is made up of three parts. The first part, which is conceptual, defines data quality and contains text, definitions, explanations, and examples. The second part shows how the data quality status can be profiled and the ways that data quality can be improved with analytical methods. The final part details the consequences of poor data quality for predictive modeling and time series forecasting. With this book you will learn how you can use SAS to perform advanced profiling of data quality status and how SAS can help improve your data quality. This book is part of the SAS Press program.

Download or read book Comdex Call Center Training Course Kit With Cd written by Vikas Gupta and published by Dreamtech Press. This book was released on 2003-05-12 with total page 382 pages. Available in PDF, EPUB and Kindle. Book excerpt: Comdex Call Centre Training Kit is a revolutionary 3-stage self learning system that covers the contents in sessions to give the readers a comprehensive exposure to the world of Call Centers. These sessions help to initiate call center skills and further sharpen the acquired skills for becoming a seasoned call center executive. The book contains a CD running an Accent Training Software. Such an approach aids in finding any possible mismatch of acquired and desired skills. It helps to practice hard on those areas.

Download or read book Winning at Customer Services and Call Centre Job Interviews Including Answers to the Interview Questions written by Annette Lewis and published by Anson Reed Limited. This book was released on 2006 with total page 230 pages. Available in PDF, EPUB and Kindle. Book excerpt: This comprehensive and intelligent guide has been written by top interviewers who have extensive experience within the Customer Services and Call Center sectors. They include model answers to 96 questions and four actual job interview scripts. (Careers/Job Opportunities)

Download or read book Bottom Line Call Center Management written by David L. Butler and published by Routledge. This book was released on 2007-06-01 with total page 199 pages. Available in PDF, EPUB and Kindle. Book excerpt: 'Bottom-Line Call Center Management breaks new ground by addressing key skills and techniques in assessing and implementing effective management practices to maximize the human and capital resources at the call center manager's disposal. Drawing on the author's unique data sets and years of research experience in the industry, 'Bottom-Line Call Center Management' helps call center managers evaluate their current status, implement cost-effective changes, and measure results of their changes to ensure a culture of accountability within the call center at all levels increasing the bottom line. The processes include an evaluation of current customer service representatives, defining, delimiting and assessing the labor shed of the center, and exploring the customer service representative's unique skills and leveraging those skills into a unique and dynamic work environment. Likewise, the process also determines the learning skills and competencies necessary to meet and exceed the basic requirements for all call centers. Furthermore, each step has a pre, in-process, and post evaluation to ensure projects are progressing according to plan. Lastly, all evaluations are measured against the bottom line through a return on investment (ROI) model. The framework for this book uses the culture of call centers, defined and lived through the customer service representatives, as the lens to view all processes, measurements, accountability and return on investment. This framework is critical since there has been much emphasis on technology-as-a-solution which treats the employees as a hindrance instead of the enablers of positive change. Likewise, customer service representatives eventually act as strong determinants of success with the call center and thus the bottom line.

Download or read book Preparing for Call Center Interviews written by Namrata Palta and published by Lotus Press. This book was released on 2006 with total page 186 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Siebel Call Center Guide written by and published by MOHAMMED AZIZUDDIN AAMER. This book was released on with total page 68 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Digital Talent Business Models and Competencies written by Ganesh Shermon and published by Lulu.com. This book was released on 2017-09-14 with total page 288 pages. Available in PDF, EPUB and Kindle. Book excerpt: Digital Talent! Changing Rules! Intellect, Machines, AI, Automation, Disruptions determine this world of competencies - influenced by high performing behaviors. Talent performs best with world class Business Models, those that can attract and nurture top talent. Integrating business models with talent management platforms is a strategic step to win war for talent.The ON LINE Store, "RforC - www.rforc.com", a Canadian E Commerce Store, specializes in "on line" sales of Psychometric Tools, Tests (Aptitude, Vocational, Careers, Social Inventories, Intelligence, Attitude, Skill Tests, Stretch Tests, Potential Appraisal Techniques, Competencies, Personality, Behavioral Typologies), BARS Tools, Simulations, Assessment - Development Center Materials, Tools such as Case Studies, In Baskets, Role Plays (Dyads, Triads, Groups), Organizational (Intra - Inter) Evaluations, 360 Degree Feedback, Corporate Scan Scoring, Group Discussions, Learning Skills, Leaderless Exercises and simulations

Download or read book Call Center Connections written by Peter Lyle DeHaan and published by Rock Rooster Books. This book was released on 2024-06-06 with total page 168 pages. Available in PDF, EPUB and Kindle. Book excerpt: Running a call center is hard. But it can also be rewarding. Tip the balance in your favor with Call Center Connections to discover the keys to produce successful customer service outcomes. Experience a thriving center operation and become a leader in customer service with Call Center Connections. Benefits: - Boost staff morale and appreciation - Create a positive customer experience - Improve leadership skills and strategies What's inside: - Learn how to find the perfect call center manager - Explore the benefits of using home-based agents - Discover the impact of artificial intelligence on call centers Written by call center veteran and publisher of Connections Magazine, Peter Lyle DeHaan, PhD, this book offers practical insights and tips from his extensive industry experience. Discover: - How your management style may be hurting your call center - An easy way to determine agent starting pay - Ways to enhance the customer experience - Five tips for agent customer service success - How to optimize your call center for better outcomes Don't miss out on the opportunity to improve your call center operations and exceed customer expectations. Get your copy of Call Center Connections today.