Download or read book Call Center Benchmarking written by Jon Anton and published by Purdue University Press. This book was released on 2000 with total page 94 pages. Available in PDF, EPUB and Kindle. Book excerpt: Executives are starting to recognize the potential of the call centre as a significant revenue generator, perhaps one of the surest investments they can make in enhancing and creating customer value and bottom-line profits. This guide describes in practical terms the ins and outs of benchmarking.
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 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 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 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 Healthcare Call Center Essentials written by Peter Lyle DeHaan and published by Peter DeHaan. This book was released on 2022-06-06 with total page 164 pages. Available in PDF, EPUB and Kindle. Book excerpt: The essential guide to healthcare call centers. Today’s healthcare call centers are overwhelmed with patient calls and the daily stresses of our busy medical system. But running a healthcare call center comes with its own set of challenges. Healthcare Call Center Essentials is designed for those who want to manage a more effective medical contact center. From daily operations to long-term success, this essential guide will help you create a thriving contact center that meets the urgent needs of both patients and the medical community. By addressing common pain points, Healthcare Call Center Essentials will teach you how to: - Train and retain agents for long-term success - Measure your metrics to understand your call center’s strengths and weaknesses - Create more efficient and effective call center operations - Understand the dynamics of traffic, time management, and employee issues - Optimize your systems to better meet the needs of your medical community Healthcare Call Center Essentials: Optimize Your Medical Contact Center to Improve Patient Outcomes and Drive Organizational Success provides practical and actionable tips to call center directors, managers, and leaders. You’ll discover how to better manage your team and maintain achievable strategies to meet your goals and powerfully support patients and healthcare centers. By implementing the strategies in Healthcare Call Center Essentials, you can improve your daily systems and optimize your contact center operation. Get your copy today.
Download or read book Call Center Benchmarking written by and published by . This book was released on 1996 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Call Center Operations written by Charles E. Day and published by McGraw Hill Professional. This book was released on 2000 with total page 516 pages. Available in PDF, EPUB and Kindle. Book excerpt: Annotation Optimize call center technologies and boost your bottom line. Open up new sales opportunities and improve customer service with today's newest teleservice technologies! "Call Center Operations: Profiting from Teleservices, by Charles E. Day, puts at your fingertips everything you need to understand computer telephony integration ... assess available methodologies ... and pick the ones right for your business needs. This hands-on guide covers all the angles: management and marketing issues such as business-to-business and business-to-consumer campaigns, facility and people resources, and call center organization; network architectures, including ISDN; PBX/ACD functionality; local, long distance and cable providers; and more; automatic and predictive dialing ... client server technology ... GUIs and legacy hosts; call center software packages and systems; workload management, forecasting and staff schedule modeling and much, much more!
Download or read book Turning a Telephone Answering Service into a Call Center written by Peter Lyle DeHaan and published by Rock Rooster Books. This book was released on 2023-08-24 with total page 227 pages. Available in PDF, EPUB and Kindle. Book excerpt: WARNING: this book is a PhD dissertation (2000) and contains academic research. It’s made available primarily to aid other academics who are conducting their own industry research. If this is what you seek, here’s an overview: The telephone answering service industry is maturing and undergoing rapid changes. In recent years, the traditional client has been vanishing, switching to alternative technologies, bypassing their answering service. Telephone answering services have reacted in various ways, such as mergers and acquisitions, pursuing niches, or expanding their businesses’ scope. The conventional wisdom is that there will always be a need for the human interaction which an answering service provides. It further assumes that answering services will serve fewer clients and generate less revenue unless steps are taken to increase their reach or obtain non-traditional clients. Previous research has recommended becoming a call center to better tap and capitalize on the needs of an emerging non-traditional client base. The findings of this research effort determined there were the essential elements which should be present for a telephone answering service to transition into a call center. Additionally, there were five items which are common industry dilemmas to be addressed. An inventory of significant call center characteristics was also developed. Most importantly, several areas of focus were advanced.
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.
Download or read book Call Center Performance Enhancement Using Simulation and Modeling written by Jon Anton and published by Purdue University Press. This book was released on 1999 with total page 148 pages. Available in PDF, EPUB and Kindle. Book excerpt: The management and design of call centres is increasing in complexity due to advancing technology and rising customer expectations. This guide provides managers with an understanding of the role, value and practical deployment of simulation in the planning, management and analysis of call centres.
Download or read book Call Center Operation written by Duane Sharp and published by Digital Press. This book was released on 2003-04-14 with total page 322 pages. Available in PDF, EPUB and Kindle. Book excerpt: Complete coverage of the critical issues to set up, manage and efficiently maintain a call center.
Download or read book Offshore Back Office Operations written by International Trade Centre and published by United Nations. This book was released on 2001-11-16 with total page 144 pages. Available in PDF, EPUB and Kindle. Book excerpt: This study focuses on back office operations (distance delivery of range of non-core service functions), as a way of doing business that offers significant business opportunities for governments and service firms in developing and transitional economies. It explains the phenomenon and types of back office operations; and how to determine back office operations as a deliberate development strategy. It delineates the structure for a back office promotional initiative and addresses competitiveness issues. It also outlines how to attract foreign investors or clients for local suppliers and gives examples of strategies that various countries have used to develop back office capabilities.
Download or read book Serving the American Public written by Albert Gore and published by DIANE Publishing. This book was released on 1996 with total page 44 pages. Available in PDF, EPUB and Kindle. Book excerpt:
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 Making the Number written by Greg Alexander and published by Penguin. This book was released on 2008-10-16 with total page 288 pages. Available in PDF, EPUB and Kindle. Book excerpt: The essential tool kit to achieve breakthrough sales performance improvements. Numbers don’t lie: 40 percent of all salespeople miss their targets each year. How can sales managers ensure their teams are doing everything possible? The key lies in benchmarking, which is not new for finance or manufacturing but rarely gets applied to sales. Making the Number will teach executives to embrace data-driven decision making and rely less on gut instinct. Comparing a sales force to those of relevant peers leads to many opportunities to improve performance. The authors take readers through their five-step methodology for sales benchmarking, showing how to select metrics; gather, compute, and compare internal and external data; and then actually use the data. Making the Number includes case studies of sales benchmarking in action. For example, find out how Discover Financial Services plays David to the Goliaths of MasterCard and Visa. Whether you’re a sales rep, a manager, or a CEO, this book will show you a better way to make your number.
Download or read book Customer service human capital management at selected public and private call centers report to the Chairman Subcommittee on Oversight Committee on Ways and Means House of Representatives written by and published by DIANE Publishing. This book was released on with total page 44 pages. Available in PDF, EPUB and Kindle. Book excerpt:
