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 The Real Time Contact Center written by Donna FLUSS and published by AMACOM. This book was released on 2005-08-26 with total page 241 pages. Available in PDF, EPUB and Kindle. Book excerpt: Companies looking for a competitive edge must convert their reactive, cost-laden contact programs into proactive, revenue-generating, "real-time" contact centres. Real-time is a big "buzzword" in the customer service field right now, and this book offers real, practical strategies for turning the call centre into a real-time operation that generates profits. These centres provide an outstanding customer experience, enhance loyalty, create new revenue, reduce expenses, and streamline the flow of information between the center and the rest of the company. "The Real-Time Contact Center" shows how to implement one.
Download or read book 101 Activities for Delivering Knock Your Socks Off Service written by Performance Research Associates and published by AMACOM Div American Mgmt Assn. This book was released on 2009-06-17 with total page 382 pages. Available in PDF, EPUB and Kindle. Book excerpt: Today’s customers are demanding service that is faster, better, and more personalized than ever before. How can organizations ensure that they are prepared to meet that challenge? The latest addition to the best-selling Knock Your Socks Off Service® series, 101 Activities for Delivering Knock Your Socks Off Service provides readers with the practical tools and cost-effective training required to help meet their customers’ needs. Taking the unique position of seeing things from the customer’s perspective, this collection of fun and enlightening exercises teaches customer service managers and employees valuable ways to help their organizations provide world-class service, and helps them create an action plan for improvement. Written in the same accessible and humorous style that made Delivering Knock Your Socks Off Service so popular, this companion guide covers such topics as: • how to say no • empathy vs. sympathy • service recovery • listening • email • telephone skills • customers from hell • winning words and soothing phrases • anticipting customer needs • building reliability • customer feedback • keeping a stress log • and more These simple but effective activities take only minutes, but deliver truly powerful, lasting results.
Download or read book Customer Service Training 101 written by Renee Evenson and published by AMACOM Div American Mgmt Assn. This book was released on 2011 with total page 239 pages. Available in PDF, EPUB and Kindle. Book excerpt: Your service team may represent the first, last, or only interaction point between your customers and your company. Your front-line service professionals make or break countless opportunities, leads, sales, and relationships every day. Completely revised and updated to meet the challenges of a new service landscape, the second edition ofCustomer Service Training 101 presents proven techniques for creating unforgettable customer experiences. The book covers every aspect of face-to-face, phone, Internet, and self-service customer relations, and provides simple yet powerful tips for: * Projecting a positive attitude and making a great first impression * Communicating effectively, both verbally and nonverbally * Developing trust, establishing rapport, and making customers feel valued * Confidently handling difficult customers and situations New features include "How Do I Measure Up?" self-assessments, and "Doing It Right" examples from the author's extensive customer service experience. Every step-by-step lesson in this comprehensive and inspiring training manual is augmented with instructive sidebars, a summary of key points, practice exercises, and so much more.
Download or read book Computer Telephony Integration written by William A. Yarberry, Jr. and published by CRC Press. This book was released on 1999-09-24 with total page 320 pages. Available in PDF, EPUB and Kindle. Book excerpt: In this real-world guide for telephony decision makers, the author presents practical techniques for selecting, implementing, and managing voice communications systems-including Voice over IP. It enables buyers to focus on telephony systems that fit their organization's needs. It provides a wealth of new ideas that will enable them to provide new services, existing services at a lower cost, and "zero downtime" service levels. It helps them to quickly articulate a telephony strategy that encompasses large and small offices, domestic and international locations, and a heterogeneous hardware/software environment.
Download or read book Call Centers For Dummies written by Real Bergevin and published by John Wiley & Sons. This book was released on 2010-04-16 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 Model Rules of Professional Conduct written by American Bar Association. House of Delegates and published by American Bar Association. This book was released on 2007 with total page 216 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Model Rules of Professional Conduct provides an up-to-date resource for information on legal ethics. Federal, state and local courts in all jurisdictions look to the Rules for guidance in solving lawyer malpractice cases, disciplinary actions, disqualification issues, sanctions questions and much more. In this volume, black-letter Rules of Professional Conduct are followed by numbered Comments that explain each Rule's purpose and provide suggestions for its practical application. The Rules will help you identify proper conduct in a variety of given situations, review those instances where discretionary action is possible, and define the nature of the relationship between you and your clients, colleagues and the courts.
Download or read book Lives on the Line written by Jeffrey J. Sallaz and published by Oxford University Press. This book was released on 2019-07-17 with total page 257 pages. Available in PDF, EPUB and Kindle. Book excerpt: The call center industry is booming in the Philippines. Around the year 2005, the country overtook India as the world's "voice capital," and industry revenues are now the second largest contributor to national GDP. In Lives on the Line, Jeffrey J. Sallaz retraces the assemblage of a global market for voice over the past two decades. Drawing upon case studies of sixty Filipino call center workers and two years of fieldwork in Manila, he illustrates how offshore call center jobs represent a middle path for educated Filipinos, who are faced with the dismaying choice to migrate abroad in search of prosperity versus stay at home as an impoverished professional. A rich ethnographic study, this book challenges existing stereotypes regarding offshore service jobs and sheds light upon the reasons that the Philippines has become the world's favored location for "voice." It looks beyond call centers and beyond India to advance debates concerning global capitalism, the future of work, and the lives of those who labor in offshored jobs.
Download or read book The Secret Agent on Flight 101 written by Franklin W. Dixon and published by . This book was released on 2000 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Frank and Joe, the Hardy boys, solve a mystery involving a magician, American secret agents, and international spy ring, and a Scottish castle.
Download or read book digitalSTS written by Janet Vertesi and published by Princeton University Press. This book was released on 2019-05-07 with total page 569 pages. Available in PDF, EPUB and Kindle. Book excerpt: New perspectives on digital scholarship that speak to today's computational realities Scholars across the humanities, social sciences, and information sciences are grappling with how best to study virtual environments, use computational tools in their research, and engage audiences with their results. Classic work in science and technology studies (STS) has played a central role in how these fields analyze digital technologies, but many of its key examples do not speak to today’s computational realities. This groundbreaking collection brings together a world-class group of contributors to refresh the canon for contemporary digital scholarship. In twenty-five pioneering and incisive essays, this unique digital field guide offers innovative new approaches to digital scholarship, the design of digital tools and objects, and the deployment of critically grounded technologies for analysis and discovery. Contributors cover a broad range of topics, including software development, hackathons, digitized objects, diversity in the tech sector, and distributed scientific collaborations. They discuss methodological considerations of social networks and data analysis, design projects that can translate STS concepts into durable scientific work, and much more. Featuring a concise introduction by Janet Vertesi and David Ribes and accompanied by an interactive microsite, this book provides new perspectives on digital scholarship that will shape the agenda for tomorrow’s generation of STS researchers and practitioners.
Download or read book Managing and Motivating Contact Center Employees written by Malcolm Carlaw and published by McGraw Hill Professional. This book was released on 2003-01-14 with total page 319 pages. Available in PDF, EPUB and Kindle. Book excerpt: Managing and Motivating Contact Center Employees reveals how to boost morale, streamline business processes, and inspire outstanding performance from frontline sales and service staff. This creative and practical book gives instant help to anyone who knows the difficulties of managing in the diverse and dynamic contact center environment.
Download or read book Mutual Fund Industry Handbook written by Lee Gremillion and published by John Wiley & Sons. This book was released on 2005-08-26 with total page 404 pages. Available in PDF, EPUB and Kindle. Book excerpt: "The Mutual Fund Industry Handbook is a remarkably important work . . . I am profoundly impressed by the broad and comprehensive sweep of information and knowledge that this book makes available to industry participants, college and business school students, and anyone else with a serious interest in this industry." -- From the Foreword by John C. Bogle President, Bogle Financial Markets Research Center Founder and former chief executive, The Vanguard Group A Foreword by John C. Bogle, founder of The Vanguard Group and one of the most respected leaders in the mutual fund industry, sets the stage for this authoritative book that explains the complexities of the phenomenal industry in simple terms. Investors like the fact that mutual funds offer professional management, easy diversification, liquidity, convenience, a wide range of investment choices, and regulatory protection. Mutual Fund Industry Handbook touches on all of those features and focuses on the diverse functions performed in the day-to-day operations of the mutual fund industry. You'll learn about: Front-office functions-analysis, buying, and selling. Back-office functions, including settlement, custody, accounting, and reporting. Commission structures-front-end loads, back-end loads, or level loads. The various fund categories used by the Investment Company Institute, Morningstar, and Lipper. The roles played by fund managers, investment advisors, custodial banks, distributors, transfer agents, and other third-party service providers. If you want a definitive reference on the mutual fund industry, this is the book for you.
Download or read book Official Gazette of the United States Patent and Trademark Office written by and published by . This book was released on 2002 with total page 912 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Understanding Session Border Controllers written by Kaustubh Inamdar and published by Cisco Press. This book was released on 2018-11-28 with total page 1980 pages. Available in PDF, EPUB and Kindle. Book excerpt: The complete guide to deploying and operating SBC solutions, Including Cisco Unified Border Element (CUBE) Enterprise and service provider networks are increasingly adopting SIP as the guiding protocol for session management, and require leveraging Session Border Controller (SBC) technology to enable this transition. Thousands of organizations have made the Cisco Unified Border Element (CUBE) their SBC technology of choice. Understanding Session Border Controllers gives network professionals and consultants a comprehensive guide to SBC theory, design, deployment, operation, security, troubleshooting, and more. Using CUBE-based examples, the authors offer insights that will be valuable to technical professionals using any SBC solution. The authors thoroughly cover native call control protocols, SBC behavior, and SBC’s benefits for topology abstraction, demarcation and security, media, and protocol interworking. They also present practical techniques and configurations for achieving interoperability with a wide variety of collaboration products and solutions. Evaluate key benefits of SBC solutions for security, management, and interoperability Master core concepts of SIP, H.323, DTMF, signaling interoperability, call routing, fax/modem over IP, security, media handling, and media/signal forking in the SBC context Compare SBC deployment scenarios, and optimize deployment for your environment Size and scale an SBC platform for your environment, prevent oversubscription of finite resources, and control cost through careful licensing Use SBCs as a back-to-back user agent (B2BUA) to interoperate between asymmetric VoIP networks Establish SIP trunking for PSTN access via SBCs Interoperate with call servers, proxies, fax servers, ITSPs, redirect servers, call recording servers, contact centers, and other devices Secure real-time communications over IP Mitigate security threats associated with complex SIP deployments Efficiently monitor and manage an SBC environment
Download or read book Directory of Shopping Centers in the United States written by and published by . This book was released on 1992 with total page 970 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Congressional Record Index written by and published by . This book was released on 1989 with total page 1580 pages. Available in PDF, EPUB and Kindle. Book excerpt: Includes history of bills and resolutions.
Download or read book The Mastermind written by Evan Ratliff and published by Random House. This book was released on 2019-01-29 with total page 480 pages. Available in PDF, EPUB and Kindle. Book excerpt: The incredible true story of the decade-long quest to bring down Paul Le Roux—the creator of a frighteningly powerful Internet-enabled cartel who merged the ruthlessness of a drug lord with the technological savvy of a Silicon Valley entrepreneur. “A tour de force of shoe-leather reporting—undertaken, amid threats and menacing, at considerable personal risk.”—Los Angeles Times NAMED ONE OF THE BEST BOOKS OF THE YEAR BY The New York Times Book Review • NPR • Evening Standard • Kirkus Reviews It all started as an online prescription drug network, supplying hundreds of millions of dollars’ worth of painkillers to American customers. It would not stop there. Before long, the business had turned into a sprawling multinational conglomerate engaged in almost every conceivable aspect of criminal mayhem. Yachts carrying $100 million in cocaine. Safe houses in Hong Kong filled with gold bars. Shipments of methamphetamine from North Korea. Weapons deals with Iran. Mercenary armies in Somalia. Teams of hit men in the Philippines. Encryption programs so advanced that the government could not break them. The man behind it all, pulling the strings from a laptop in Manila, was Paul Calder Le Roux—a reclusive programmer turned criminal genius who could only exist in the networked world of the twenty-first century, and the kind of self-made crime boss that American law enforcement had never imagined. For half a decade, DEA agents played a global game of cat-and-mouse with Le Roux as he left terror and chaos in his wake. Each time they came close, he would slip away. It would take relentless investigative work, and a shocking betrayal from within his organization, to catch him. And when he was finally caught, the story turned again, as Le Roux struck a deal to bring down his own organization and the people he had once employed. Award-winning investigative journalist Evan Ratliff spent four years piecing together this intricate puzzle, chasing Le Roux’s empire and his shadowy henchmen around the world, conducting hundreds of interviews and uncovering thousands of documents. The result is a riveting, unprecedented account of a crime boss built by and for the digital age. Praise for The Mastermind “The Mastermind is true crime at its most stark and vivid depiction. Evan Ratliff’s work is well done from beginning to end, paralleling his investigative work with the work of the many federal agents developing the case against LeRoux.”—San Francisco Book Review (five stars) “A wholly engrossing story that joins the worlds of El Chapo and Edward Snowden; both disturbing and memorable.”—Kirkus Reviews (starred review)
