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 201 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 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 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 Customer Relationship Management written by Jon Anton and published by . This book was released on 2002 with total page 276 pages. Available in PDF, EPUB and Kindle. Book excerpt: This work recommends initiatives for improving customer service and managing change, describing methodologies geared toward building relationships through customer-perceived value instruments, monitoring customer relationship indices, and changing the corporate culture and the way people work. Anton is director of benchmark research at Purdue University's Center for Customer-Driven Quality. Petouhoff works in the private sector. Annotation copyrighted by Book News, Inc., Portland, OR.
Download or read book Service Intelligence written by Sharon Taylor and published by Prentice Hall. This book was released on 2017-04-28 with total page 208 pages. Available in PDF, EPUB and Kindle. Book excerpt: Get the Right IT Services, on the Right terms, Without Hassles or Overpaying To gain the full benefits of technology--and avoid the staggering costs of technology failure--you must manage IT with vision, direction, and expertise. Only one set of methods is robust enough to do this: IT Service Management (ITSM). In Service Intelligence, ITSM pioneer Sharon Taylor shows business managers how to make the most of it. You'll learn how to ensure service quality, anticipate vulnerabilities, improve reliability, and link IT directly to business performance. Taylor explains ITSM from a true business point of view, cutting through jargon and helping you drive value without becoming overly technical. She gives you powerful tools for negotiating IT services more effectively, improving IT ROI, and escaping "captivity" to either internal or external IT providers. Coverage includes * Recognizing what excellent IT service looks like and assessing what you're getting now * Selecting the best IT service providers and services for your needs * Spotting and rectifying trouble with internal or external supplier relationships * Making sure you don't pay for services you don't need * Negotiating services, requirements, levels, price, quality, and delivery * Leveraging ITSM practices without losing focus on the business * Creating business-focused service reports and scorecards that focus on what matters most
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 Publishing for Profit written by Thomas Woll and published by Chicago Review Press. This book was released on 2010 with total page 401 pages. Available in PDF, EPUB and Kindle. Book excerpt: Publishing is a rapidly changing business, and this comprehensive reference is right in step--covering operations, finances, and personnel management as well as product development, production, and marketing. Written for the practicing professional just starting out or looking to learn new tricks of the trade, this revised and expanded fourth edition contains updated industry statistics and benchmark figures, features up-to-date strategies for creating new revenue streams such as online marketing and sales and e-book publishing, and provides new information on using financial information to make key management decisions. More than two dozen highly practical forms and sample contracts for immediate use are also included.
Download or read book Call Centers for Dummies written by Real Bergevin and published by John Wiley & Sons. This book was released on 2006-01-20 with total page 386 pages. Available in PDF, EPUB and Kindle. Book excerpt: Call Centers for Dummies is the ideal resource for call center managers. Using Call Centers for Dummies, the manager is equipped with a guide that, working under the principals of revenue generation, efficiency, and customer satisfaction, will improve results measurably. Instead of viewing the call center only as a cost center, managers, equipped with new tools, will be able to affect the bottom line through continuous. Part I: From the Ground Up: An Overview of the Call Center.Part II: The Master Plan: Finance, Analysis, and Resource Management.Part III: Making Life Better With Technology.Part IV: Ensuring Continuous Improvement'.Part V: Handling the Calls: Where It All Comes TogetherPart VI: The Part of Tens
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 Improving Your Bottom Line Through the Contact Center written by Robert Lamb and published by Lulu.com. This book was released on 2010-05-18 with total page 159 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book is intended for non-technical business executives and professionals wishing to understand the relevance of customer contact to business profitability. The author intends to illustrate in common vernacular of how a service first, customer oriented approach to customer contact can positively affect your company’s bottom line. This book provides the conceptual basis and supporting logic for developing a business case for transforming and optimizing your contact center as a strategic initiative. The focus on the “so what†portion of the contact center discussion, and will stay away from the nuts and bolts detail of how to select or to implement the technology.
Download or read book Publishing for Profit written by Thomas Woll and published by Chicago Review Press. This book was released on 2014-04-01 with total page 402 pages. Available in PDF, EPUB and Kindle. Book excerpt: Publishing in the 21st century is a rapidly changing business, and this highly readable and comprehensive reference covers it all: editorial acquisition and process, the importance of metadata, operations procedures, financial benchmarks and methods, and personnel management as well as product development, production, and sales and marketing. Written for the practicing professional just starting out or looking to learn new tricks of the trade, as well as self-publishers who want to understand the industry, this revised and expanded fifth edition contains updated industry statistics and benchmark figures, features up-to-date strategies for creating new revenue streams, approaches to online marketing and sales, key concepts of e-book publishing, and provides new information about using financial information to make key management decisions. A new title P & L that incorporates e-books is provided. Over 30 highly practical forms and sample contracts are also included for up-to-the-minute advice.
Download or read book Call Center Fundamentals Workforce Management written by Donnie Baje and published by . This book was released on 2015-02-15 with total page 46 pages. Available in PDF, EPUB and Kindle. Book excerpt: The second edition of this popular ebook contains updated information, better format, and answer keys to the activities. It also presents new chapters focusing on non- voice accounts and problem solving techniques to various problems in managing workforce._How to determine your agents per day and per hour?_Is getting 100% service level a good idea?_How can you improve your sales or collections with workforce management?
Download or read book The Customer Service Intervention written by Carolyn A. Martin and published by Human Resource Development Press. This book was released on 2003-01-01 with total page 176 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Customer Service Intervention offers a practical, step-by-step program that will teach you how to quickly assess the effectiveness of your staff; launch an intervention to keep your staff service savvy; and seize opportunities every day to improve the quality of every customer interaction.
Download or read book The Double Bottom Line written by Donato Tramuto and published by . This book was released on 2022-04-05 with total page 320 pages. Available in PDF, EPUB and Kindle. Book excerpt: Compassionate leadership isn't about being nice; when practiced effectively, it's a strong leadership style that can elevate your spirits and profits. Compassionate leaders are not weak. They are tough leaders who understand that they can be good to their people and deliver stronger results. In fact, taking care of your people actually leads to better results. In his new book, Donato Tramuto--recognized CEO, business leader, innovator, and philanthropist,--makes the case that compassion is a key leadership principle that * powerfully drives trust, success, and innovation; * raises morale, builds stronger teams, and improves overall performance; * creates sustainable commitment to an organization's mission and values. Tramuto interviewed nearly 40 successful leaders who practice compassionate leadership and reveals the best strategies from their playbooks. He then combined these interviews with his own insights, numerous studies, and original, qualitative research of 1,500 participants to unleash the measurable data and benefits of compassion in the workplace. Most leaders have an innate desire to be compassionate, but many don't know how to put it into practice. This book shares inspiring stories and actionable examples of how proven leaders have accomplished this and how you can too. The bottom line on bottom lines: compassionate leadership is about better people and better business.
Download or read book The Green Bottom Line written by Martin Bennett and published by Routledge. This book was released on 2017-09-29 with total page 359 pages. Available in PDF, EPUB and Kindle. Book excerpt: To date, both internal and external corporate environmental reporting and management systems have focused on physical input–output measures. However, external stakeholders are increasingly demanding that organisations provide more financial information about the costs and benefits of their environmental actions. As environmental costs rise, internal decision-makers are also seeking such information to ensure that money is well spent. Beyond basic compliance, many companies will not countenance environmental actions for which a "business case" cannot be made. A number of companies – such as Baxter, BT, Xerox, Zeneca and others – are now beginning to develop a better understanding of the costs and benefits of environmental action. The US Environmental Protection Agency has also done considerable work on models designed to understand the "full costs" of pollution control investments, with the aim of demonstrating that – when these are properly considered – pollution prevention can be a more cost-effective alternative. The Green Bottom Line brings together much of the world's leading research and best-practice case studies on the topic. Divided into four sections, covering "General Concepts", "Empirical Studies", "Case Studies" and "Implementation", the book includes case studies from the US EPA's Environment Accounting Programme and contributions from authors at institutions including the IMD, INSEAD, Tellus Institute and the World Resources Institute. It constitutes a state-of-the-art collection.
Download or read book Strategic Customer Service written by John A. GOODMAN and published by AMACOM Div American Mgmt Assn. This book was released on 2009-05-13 with total page 274 pages. Available in PDF, EPUB and Kindle. Book excerpt: The success of any organization depends on high-quality customer service. But for companies that strategically align customer service with their overall corporate strategy, it can transcend typical good business to become a profitable word-of-mouth machine that will transform the bottom line. Drawing on over thirty years of research for companies such as 3M, American Express, Chik-Fil-A, USAA, Coca-Cola, FedEx, GE, Cisco Systems, Neiman Marcus, and Toyota, author Goodman uses formal research, case studies, and patented practices to show readers how they can: • calculate the financial impact of good and bad customer service • make the financial case for customer service improvements • systematically identify the causes of problems • align customer service with their brand • harness customer service strategy into their organization's culture and behavior Filled with proven strategies and eye-opening case studies, this book challenges many aspects of conventional wisdom—using hard data—and reveals how any organization can earn more loyalty, win more customers...and improve their financial 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 with total page 241 pages. Available in PDF, EPUB and Kindle. Book excerpt: "The Real-Time Contact Center" is a practical guide to building a service infrastructure that will simultaneously exceed customers' expectations and build revenues.
