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 Working the Phones written by Jamie Woodcock and published by Pluto Press (UK). This book was released on 2017 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: A Marxist investigation into the forms of resistance occurring in the UK call centre today
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 One Night at the Call Center written by Chetan Bhagat and published by Ballantine Books. This book was released on 2008-12-10 with total page 322 pages. Available in PDF, EPUB and Kindle. Book excerpt: Press 1 for technical support. Press 2 for broken hearts. Press 3 if your life has totally crashed. . . . Six friends work nights at a call center in India, providing technical support for a major U.S. appliance corporation. Skilled in patience–and accent management–they help American consumers keep their lives running. Yet behind the headsets, everybody’s heart is on the line. Shyam (Sam to his callers) has lost his self-confidence after being dumped by the girl who just so happens to be sitting next to him. Priyanka’s domineering mother has arranged for her daughter’s upscale marriage to an Indian man in Seattle. Esha longs to be a model but discovers it’s a horizontal romp to the runway. Lost, dissatisfied Vroom has high ideals, but compromises them by talking on the phone to idiots each night. Traditional Radhika has just found out that her husband is sleeping with his secretary. And Military Uncle (nobody knows his real name) sits alone working the online chat. They all try to make it through their shifts–and maintain their sanity–under the eagle eye of a boss whose ego rivals his incompetence. But tonight is no ordinary night. Tonight is Thanksgiving in America: Appliances are going haywire, and the phones are ringing off their hooks. Then one call, from one very special caller, changes everything. Chetan Bhagat’s delicious romantic comedy takes us inside the world of the international call center, where cultural cross-wires come together with perfect pathos, hilarity, and spice.
Download or read book Call Center Staffing written by Penny Reynolds and published by Call Center School Press. This book was released on 2003 with total page 197 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Call Center Management on Fast Forward written by Brad Cleveland and published by ICMI Inc.. This book was released on 1997 with total page 312 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Download or read book Call Center Management on Fast Forward written by Brad Cleveland and published by ICMI Press (International Customer Management Institute). This book was released on 2012 with total page 491 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Unlock Your Call Centre written by Matt Smallman and published by . This book was released on 2022-02-10 with total page 300 pages. Available in PDF, EPUB and Kindle. Book excerpt: Unlock Your Call Centre shows you how to replace frustrating questions with real security that dramatically improves caller experience and boosts your bottom line.
Download or read book The Executive Guide to Call Center Metrics written by James C. Abbott and published by Robert Houston Smith Publishers. This book was released on 2004 with total page 200 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Download or read book Call Centres and Human Resource Management written by S. Deery and published by Springer. This book was released on 2003-12-09 with total page 302 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book looks at human resource management in call centres from an international perspective and uses research from leading academics in the field. The characteristics and features of working in a call centre are examined, followed by the effects that this type of work has on employees and their responses to it. It also looks at implications for employers and policy makers.
Download or read book Call Center Operation written by Duane Sharp and published by Elsevier. This book was released on 2003-05-14 with total page 320 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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
Download or read book Re organising Service Work Call Centres in Germany and Britain written by Karen A. Shire and published by Routledge. This book was released on 2017-09-29 with total page 203 pages. Available in PDF, EPUB and Kindle. Book excerpt: This title was first published in 2002. Call centres are a type of service work that stand at the interface between corporations and consumers. They exemplify more general tendencies present within service work. They also have a particular public image - being associated in the public mind with low skilled and regimented work. This volume presents contributions from British and German management academics and industrial sociologists based on primary research on call centres in both countries. The contributions cover the genesis and development of call centres as a new form of organization, or indeed a new industry; the rationalization and control strategies of organizations that establish call centres; and the nature of service work and service interactions. The findings of this volume challenge the common public image of call centres and finds that call centre employment is in fact very diverse. So, for example, skilled advising and consulting services are often performed over the phone. Along with the sometimes skilled nature of call centre work, work organization and working conditions vary as well. The text also seeks to contrast the British and German experience of call centre work and employment. In Germany clerical work has traditionally been embedded in the specific traditions of co-operative industrial relations that define the German model. Call centres present a strategic challenge to this model, and the expansion of call centres has been at the forefront of changes aimed at making employment more flexible in Germany. This work offers a choice of country cases, which permit a comparison of service employment within both a liberal capitalist and a socially embedded economy.
Download or read book FCS contact centre operations L2 written by and published by Pearson South Africa. This book was released on 2007 with total page 166 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Call Center written by Gwen Foster Oglesby and published by BrownBooks.ORM. This book was released on 2016-10-18 with total page 95 pages. Available in PDF, EPUB and Kindle. Book excerpt: A customer service expert offers practical strategies for call center managers who want to inspire their employees to be there best. Gwendolyn Oglesby has built her entire career working in customer service, creating environments and experiences that are as positive for employees as they are for customers. Now Oglesby shares the tools and strategies she has developed for improving customer service skills, managing employees, and building a successful team culture. In Call Center, Oglesby teaches managers how to train, motivate, and encourage employees to reach their full potential. Each chapter features insightful personality profiles and thought-provoking questions about call center dynamics. At the end of the day, customer service is not just about serving the customer; it’s about serving your team as well.
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 Cases in Call Center Management written by Richard Feinberg and published by Purdue University Press. This book was released on 2005 with total page 372 pages. Available in PDF, EPUB and Kindle. Book excerpt: Written 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.
Download or read book Gower Handbook of Call and Contact Centre Management written by Natalie Calvert and published by Gower Publishing, Ltd.. This book was released on 2004 with total page 378 pages. Available in PDF, EPUB and Kindle. Book excerpt: This handbook provides an important tool in understanding and dealing with a wide range of management issues in call centres and contact centres.