Download or read book Designing the Best Call Center for Your Business written by Brendan Read and published by CRC Press. This book was released on 2005-01-02 with total page 383 pages. Available in PDF, EPUB and Kindle. Book excerpt: Designing the Best Call Center for Your Business examines all key aspects of opening and expanding a live agent call center, with in-depth coverage on facilities and workstation design; site selection, including communications and power backups; f

Download or read book Designing the Best Call Center for Your Business 2nd Edition written by Brendan B. Read and published by Elsevier. This book was released on 2005-01-02 with total page 385 pages. Available in PDF, EPUB and Kindle. Book excerpt: Designing the Best Call Center for Your Business examines all key aspects of opening and expanding a live agent call center, with in-depth coverage on facilities and workstation design; site selection, including communications and power backups; f This revised and expanded edition examines all key aspects of opening and expanding a live agent call center.

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 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 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 Corporate Accounting written by Naseem Ahmed and published by Atlantic Publishers & Dist. This book was released on 2007 with total page 1196 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Present Book Is An Attempt To Unfold The Complexities Of The Subject Matter In A Simple And Lucid Manner To Provide Conceptual Clarity. The Book Is Meant For B.Com. (H) Students Of Indian Universities And For The Students Appearing For Ca, Icwa, Ics Examinations. Each Topic Is Self-Contained And Provides Theoretical Exposition Followed By Illustrations Which Will Help The Students To Master The Numerical Application Of Corporate Accounting Procedures. The Book Seeks To Replace Memorisation With In-Depth Understanding And Application. The Distinguishing Feature Of The Book Is To Provide Multidimensional Illustrations For Each Topic To Enhance The Question Solving Power Of The Students With Ease And Confidence. Besides Students, This Unique Presentation On Corporate Accounting Is An Indispensable Reference Source For All Teachers, Accountants, Corporate Houses And General Readers.

Download or read book 42 Rules for Outsourcing Your Call Center written by Geoffrey A. Best and published by Happy About. This book was released on 2011-09-29 with total page 140 pages. Available in PDF, EPUB and Kindle. Book excerpt: Annotation A foundation for anyone considering outsourcing their call center, this volume provides a path for companies outsourcing their first call center with a logical sequence of steps for moving an existing operation to an outsourced organization.

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 Release It written by Michael T. Nygard and published by Pragmatic Bookshelf. This book was released on 2018-01-08 with total page 490 pages. Available in PDF, EPUB and Kindle. Book excerpt: A single dramatic software failure can cost a company millions of dollars - but can be avoided with simple changes to design and architecture. This new edition of the best-selling industry standard shows you how to create systems that run longer, with fewer failures, and recover better when bad things happen. New coverage includes DevOps, microservices, and cloud-native architecture. Stability antipatterns have grown to include systemic problems in large-scale systems. This is a must-have pragmatic guide to engineering for production systems. If you're a software developer, and you don't want to get alerts every night for the rest of your life, help is here. With a combination of case studies about huge losses - lost revenue, lost reputation, lost time, lost opportunity - and practical, down-to-earth advice that was all gained through painful experience, this book helps you avoid the pitfalls that cost companies millions of dollars in downtime and reputation. Eighty percent of project life-cycle cost is in production, yet few books address this topic. This updated edition deals with the production of today's systems - larger, more complex, and heavily virtualized - and includes information on chaos engineering, the discipline of applying randomness and deliberate stress to reveal systematic problems. Build systems that survive the real world, avoid downtime, implement zero-downtime upgrades and continuous delivery, and make cloud-native applications resilient. Examine ways to architect, design, and build software - particularly distributed systems - that stands up to the typhoon winds of a flash mob, a Slashdotting, or a link on Reddit. Take a hard look at software that failed the test and find ways to make sure your software survives. To skip the pain and get the experience...get this book.

Download or read book The New Talent Acquisition Frontier written by Edna Chun and published by Taylor & Francis. This book was released on 2023-07-03 with total page 156 pages. Available in PDF, EPUB and Kindle. Book excerpt: Awarded a Silver Medal in the category Human Resources and Employee Training from the 2014 Axiom Business Book Awards • Create the inclusive, high performance workforce needed to succeed in an increasing multicultural society and global marketplace• Learn how global organizations and leading professional associations develop integrated HR/diversity talent strategies, and the specific challenges they face• Get practical tools to assess integrated HR/diversity strategic planning, and see why organizations are not making more diversity progress• Develop specific performance indicators to track your progress in implementing synergistic HR/diversity approaches• Case studies of SHRM, federal and state government, global corporations, and higher education illustrate systematic, integrated HR/diversity effortsFor HR professionals and leaders, chief diversity officers, line managers, and executives in the private and public sectors and higher education, this book presents a systematic approach to integrating HR practices and strategic diversity initiatives to create the inclusive, high performance workforce that every enterprise and institution needs to succeed in an increasingly multicultural society and global marketplace.The authors’ point of departure is that talent is the primary strategic asset necessary for organizational survival and success in a demographically diversifying and globally interconnected world. Organizations seeking to attain their full potential in this new talent frontier must optimize their human capital resources by the deliberate development of synergy between human resource (HR) and diversity programs. Failure to integrate and coordinate these two functions will erode organizational competitiveness, whether it is in developing new markets, products, programs, or services.As the first book to provide a concrete roadmap to integrated HR and diversity strategy, the authors identify two critical practices: talent management through the orchestration of HR and diversity programs to enhance organizational capability by unleashing, mobilizing, nurturing, and sustaining the contributions of a diverse and talented workforce; and talent sustainability through the close integration of HR and diversity to continuously develop systems, structures, processes, and a culture that heighten employee commitment, engagement, and inclusion. They further believe that there should be a commonality of practice across all types of organizations, and that each sector can learn from the others to accelerate its adaptation to today’s rapidly shifting national and global realities.Based on the most current research and on interviews with HR and diversity leaders in major organizations, this book provides the reader with concrete strategies and practical tools for implementing a successful and sustainable talent management program. It also addresses common barriers to the development of synergistic HR and diversity strategy, and how to overcome them.Given the evolutionary nature of the integration of HR and diversity, the authors present nine extensive case studies from all organizational sectors, as well as from the two leading Human Resource professional associations – the Society for Human Resource Management (SHRM) and the College and University Professional Association for Human Resources (CUPA-HR) – to illustrate the dynamic intersection between HR and diversity practices.

Download or read book A Practical Approach to Vaastu Shastra written by Col. Bhaskar Sarkar and published by Peacock Books. This book was released on 2008 with total page 148 pages. Available in PDF, EPUB and Kindle. Book excerpt:

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 Design for Operational Excellence A Breakthrough Strategy for Business Growth written by Kevin J. Duggan and published by McGraw Hill Professional. This book was released on 2011-09-16 with total page 321 pages. Available in PDF, EPUB and Kindle. Book excerpt: Beyond Six Sigma and Lean! Design your processes to facilitate real business growth, in both healthy and unhealthy economies Design for Operational Excellence defines why companies embark upon continuous improvement—and the true answer is not to improve efficiency, quality, or eliminate waste! The reason is to achieve Operational Excellence. Duggan, an established authority on OpEx, provides the design criteria and guidelines that enable you to grow your business organically by refocusing management’s attention from running the business to growing the business. Founded on eight key principles, this groundbreaking system facilitates the continuous flow of value into any operation—from customer service to sales to manufacturing. Kevin J. Duggan is a renowned speaker, executive mentor, and educator in applying advanced lean techniques to achieve Operational Excellence and the author of two books on the subject: Creating Mixed Model Value Streams and The Office That Grows Your Business—Achieving Operational Excellence in Your Business Processes. As the Founder of the Institute for Operational Excellence, the leading educational center on Operational Excellence, and Duggan Associates, an international training and advisory firm, Kevin has assisted many major corporations worldwide, including United Technologies Corporation, Caterpillar, Pratt & Whitney, Singapore Airlines, IDEX Corporation, GKN and Parker Hannifin. A recognized expert on Operational Excellence, Kevin is a frequent keynote speaker, master of ceremonies, and panelist at international conferences, and has appeared on CNN and the Fox Business Network.

Download or read book The Effortless Experience written by Matthew Dixon and published by Penguin. This book was released on 2013-09-12 with total page 258 pages. Available in PDF, EPUB and Kindle. Book excerpt: Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong? In their acclaimed bestseller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they’ve turned their research and analysis to a new vital business subject—customer loyalty—with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty. Yet CEB’s careful research over five years and tens of thousands of respondents proves that the “dazzle factor” is wildly overrated—it simply doesn’t predict repeat sales, share of wallet, or positive wordof-mouth. The reality: Loyalty is driven by how well a company delivers on its basic promises and solves day-to-day problems, not on how spectacular its service experience might be. Most customers don’t want to be “wowed”; they want an effortless experience. And they are far more likely to punish you for bad service than to reward you for good service. If you put on your customer hat rather than your manager or marketer hat, this makes a lot of sense. What do you really want from your cable company, a free month of HBO when it screws up or a fast, painless restoration of your connection? What about your bank—do you want free cookies and a cheerful smile, even a personal relationship with your teller? Or just a quick in-and-out transaction and an easy way to get a refund when it accidentally overcharges on fees? The Effortless Experience takes readers on a fascinating journey deep inside the customer experience to reveal what really makes customers loyal—and disloyal. The authors lay out the four key pillars of a low-effort customer experience, along the way delivering robust data, shocking insights and profiles of companies that are already using the principles revealed by CEB’s research, with great results. And they include many tools and templates you can start applying right away to improve service, reduce costs, decrease customer churn, and ultimately generate the elusive loyalty that the “dazzle factor” fails to deliver. The rewards are there for the taking, and the pathway to achieving them is now clearly marked.

Download or read book Exceptional Service Exceptional Profit written by Leonardo Inghilleri and published by AMACOM. This book was released on 2010-04-14 with total page 190 pages. Available in PDF, EPUB and Kindle. Book excerpt: What if you could protect your business against competitive inroads, once and for all? Customer service experts Leonardo Inghilleri and Micah Solomon's anticipatory customer service approach was first developed at The Ritz-Carlton as well as at Solomon's company Oasis, and has since proven itself in countless companies around the globe--from luxury giant BVLGARI to value-sensitive auto parts leader Carquest and everywhere in between. Their experience shows that the most powerful growth engine in a tight market--and best protection from competitive inroads--is to put everything you can into cultivating true customer loyalty. Exceptional Service, Exceptional Profit takes the techniques that minted money for these brands and reveals how you can apply them to your own business to provide the kind of exceptional service that nearly guarantees loyalty. Soon, you'll be reaping the benefits of loyal customers who are: less sensitive to price competition, more forgiving of small glitches, and, ultimately, who are "walking billboards" happily promoting your brand. Filled with detailed, behind-the-scenes examples, Exceptional Service, Exceptional Profit unlocks a new level of customer relationship that leaves your competitors in the dust, your customers coming back day after day, and your bottom line looking better than it ever has before.

Download or read book Contact Center Management on Fast Forward written by Brad Cleveland and published by . This book was released on 2019-09-15 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Why Startups Fail written by Tom Eisenmann and published by Currency. This book was released on 2021-03-30 with total page 370 pages. Available in PDF, EPUB and Kindle. Book excerpt: If you want your startup to succeed, you need to understand why startups fail. “Whether you’re a first-time founder or looking to bring innovation into a corporate environment, Why Startups Fail is essential reading.”—Eric Ries, founder and CEO, LTSE, and New York Times bestselling author of The Lean Startup and The Startup Way Why do startups fail? That question caught Harvard Business School professor Tom Eisenmann by surprise when he realized he couldn’t answer it. So he launched a multiyear research project to find out. In Why Startups Fail, Eisenmann reveals his findings: six distinct patterns that account for the vast majority of startup failures. • Bad Bedfellows. Startup success is thought to rest largely on the founder’s talents and instincts. But the wrong team, investors, or partners can sink a venture just as quickly. • False Starts. In following the oft-cited advice to “fail fast” and to “launch before you’re ready,” founders risk wasting time and capital on the wrong solutions. • False Promises. Success with early adopters can be misleading and give founders unwarranted confidence to expand. • Speed Traps. Despite the pressure to “get big fast,” hypergrowth can spell disaster for even the most promising ventures. • Help Wanted. Rapidly scaling startups need lots of capital and talent, but they can make mistakes that leave them suddenly in short supply of both. • Cascading Miracles. Silicon Valley exhorts entrepreneurs to dream big. But the bigger the vision, the more things that can go wrong. Drawing on fascinating stories of ventures that failed to fulfill their early promise—from a home-furnishings retailer to a concierge dog-walking service, from a dating app to the inventor of a sophisticated social robot, from a fashion brand to a startup deploying a vast network of charging stations for electric vehicles—Eisenmann offers frameworks for detecting when a venture is vulnerable to these patterns, along with a wealth of strategies and tactics for avoiding them. A must-read for founders at any stage of their entrepreneurial journey, Why Startups Fail is not merely a guide to preventing failure but also a roadmap charting the path to startup success.