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 Gower Handbook of Call and Contact Centre Management written by Natalie Calvert and published by Routledge. This book was released on 2017-05-15 with total page 475 pages. Available in PDF, EPUB and Kindle. Book excerpt: Call centres and contact centres form an important and rapidly growing part of today's business world. They present a range of management challenges, from strategic decisions about how to develop a customer strategy, business planning, through to detailed considerations of staffing levels and appropriate technology. This new handbook, the first of its kind, provides a unique insight giving expert opinions on how to get the most out of your contact centre operations. Natalie Calvert, a specialist in the field, has brought together a team of 35 experienced practitioners who provide invaluable knowledge, share their experiences and draw on real-life examples to suggest practical solutions on a wide range of topics. This handbook is an indispensible guide and reference for call and contact centre managers, HR specialists and senior executives responsible for marketing, sales or customer services. The handbook is divided into six parts: I The business plan II The people factor III Contact centre technology IV Standards, processes, and outsourcing V Building profitable customer relationships VI The future.

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 Call Center Operations Management Handbook and Study Guide written by Brad Cleveland and published by ICMI Press (International Customer Management Institute). This book was released on 2004 with total page 474 pages. Available in PDF, EPUB and Kindle. Book excerpt: This handbook is part two of ICMI's comprehensive, four-part series on call center management, which includes people management, operations management, customer relationship management, and leadership and business management. The Call Center Operations Management Handbook and Study Guide provides this solid foundation through an examination of key performance indicators, call center planning and management processes, call center technology and facilities management. The guide begins with an explanation of service level and response time -- key objectives that measure the accessibility of the center. A detailed examination of other key performance indicators follows. The third section of the guide provides an in-depth discussion of the planning and management processes upon which call center operations depend, including forecasting, staffing and scheduling. The guide then transitions from processes to technology with an integrated look at the technologies present in the best of today's centers. The guide closes with site selection, call center design, health and safety issues, and disaster recovery principles.

Download or read book Advice from a Call Center Geek written by Thomas Laird and published by . This book was released on 2018-08-21 with total page 90 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Advice from a Call Center Geek: Rethinking Call Center Operations is a field manual for the 21st century contact center. Practical, poignant, and funny, Tom dishes out amazing real-world advice that has made his organization successful. From culture to education to incentives, Tom addresses the key areas to make your contact center world-class!"Paul HerdmanHead of Customer ExperienceNICE inContactAdvice From a Call Center Geek takes a look at a new way of running today's high end contact center. Tom Laird, the CEO of award winning Expivia Interaction Marketing, 600 seat BPO call center guides you through the process of developing a world class operation.This book will take you through the process of evaluating and changing your call center's culture, how to look beyond a resume to hire the "right" associates and show you how to educate for quality while maintaining high level management. Advice from a Call Center Geek will make you rethink how the call center manager of today should be looking at running their call center.

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 British Vocational Qualifications written by Kogan Page and published by Kogan Page Publishers. This book was released on 2004 with total page 468 pages. Available in PDF, EPUB and Kindle. Book excerpt: As the importance of vocational qualifications has become firmly established, the system has become increasingly complex and hard to grasp. Now in its seventh edition, this popular and accessible reference book provides a simple guide for anyone needing information on vocational education. Fully revised and expanded to take into account recent changes in legislation, it provides up-to-date information on over 3500 vocational qualification in the UK, and is an indispensable reference source for careers advisers, human resource managers, employees, teachers and students alike. Divided into five parts, the first clarifies the role of the accrediting and major awarding bodies and explains the main types of vocational qualifications available, including the new Vocational GCEs, A Levees and Key Skills. Part Two is a directory listing over 3500 vocational qualifications, classified by professional and career area, giving details of type of qualification, title, level, awarding body and, where possible,the course,code and content. Part Three comprises a glossary of acronyms used, together with a comprehensive list of awarding bodies, industry lead bodies, professional institutes and associations, with their contact details. Part Four is a directory of colleges offering vocational qualifications in the UK, arranged alphabetically by area. Finally, section five is an index of all qualifications, listed alphabetically by title.

Download or read book Telecommunications Signalling written by Richard J. Manterfield and published by IET. This book was released on 1999 with total page 470 pages. Available in PDF, EPUB and Kindle. Book excerpt: Introduces the principles of signalling systems and examines their architectures. Modern signalling systems are described in detail, including Signalling System Number Seven and the Digital Subscriber Systems, while older systems are outlined in the appendices. Chapters cover mobile, intelligent, and private networks, as well as signalling interworking, the role in network management, and meeting broadband requirements. Annotation copyrighted by Book News, Inc., Portland, OR

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 Issues of Human Computer Interaction written by Anabela Sarmento and published by IGI Global. This book was released on 2005-01-01 with total page 402 pages. Available in PDF, EPUB and Kindle. Book excerpt: Human Computer Interaction (HCI) has its roots in the main areas of industrial engineering, human factors and cognitive psychology with the focus on the development of user-friendly IT. Traditionally, the research in this area has emphasised the technological aspect of this relationship (the Computer). More recently, other aspects concerning the organizational, social and human context also began to be considered (the Human). Today, one can say that any attempt to facilitate the relationship between the machine and the user must consider not only the technological perspective (e.g., promote the usability) but also, for instance, the way the user is going to use the technology and his or her purpose as well as the social and cultural context of this use (the Human and the Computer).

Download or read book Official Gazette of the United States Patent and Trademark Office written by and published by . This book was released on 1998 with total page 1110 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Beyond Performance Management written by Jeremy Hope and published by Harvard Business Press. This book was released on 2012-01-24 with total page 406 pages. Available in PDF, EPUB and Kindle. Book excerpt: There’s a bewildering array of management tools out there. And they all promise to help you excel at the toughest parts of your job: defining your organization’s strategic direction, managing customers and costs, and boosting workforce performance. But just 30 percent of these tools deliver as intended. Why? As Jeremy Hope and Steve Player reveal in Beyond Performance Management, while many tools are sound in theory, they’re misused by most organizations. For example, executives buy and implement a tool without first asking, “What problem are we trying to solve?” And they use tools to command and control frontline teams, not empower them—a serious and costly mistake. In this eminently useful, clear-eyed book, the authors critically review dozens of well-known management tools—from mission statements, balanced scorecards, and rolling forecasts to key performance indicators, Six Sigma, and performance appraisals. They explain how to select the right tools for your organization, how to implement them correctly, and how to extract maximum value from each. Brimming with rigorous analysis and solid advice, Beyond Performance Management helps you swiftly gauge the value of each management tool, as well as navigate the increasingly crowded field of offerings—so the tools you select deliver fully on their promise.

Download or read book Illinois Local Government 911 Planning Manual written by United States. Law Enforcement Assistance Administration and published by . This book was released on 1976 with total page 180 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book U S Postal Service written by Katherine Siggerud and published by DIANE Publishing. This book was released on 2009 with total page 53 pages. Available in PDF, EPUB and Kindle. Book excerpt: The U.S. Postal Service (USPS) has a long history of contracting out postal functions, such as mail transportation, mail delivery in rural areas, vehicle and equipment maintenance, and retail postal services. However, postal employees also perform many of these same functions and unions representing these employees have concerns about the scope and impact of outsourcing. This report assesses: (1) the circumstances under which the USPS can outsource postal functions, how it decides to outsource, and the extent to which it has outsourced; (2) how the USPS¿s mgmt. processes compare for contractors and postal employees; and (3) the results, including any savings, and key challenges related to the USPS¿s outsourcing activities. Includes recommend. Illus.

Download or read book Signaling System No 7 SS7 in Telecommunication Networks written by Md. Munjure Mowla and published by Lulu.com. This book was released on 2013-06-25 with total page 154 pages. Available in PDF, EPUB and Kindle. Book excerpt: Signaling System No. 7 (SS7) is a signaling network protocol that acts as a heart of a telecommunication networks. This book is written for those who have general interests & enthusiasm about the voice as well as data networks of telecommunication systems.

Download or read book Call Centre written by S. Pankaj and published by APH Publishing. This book was released on 2005 with total page 300 pages. Available in PDF, EPUB and Kindle. Book excerpt: Call centers today have emerged as not only a biggest employer but also as adynamic industry. Everyday thousands of people become part of this growingfraternity. This book helps in unveiling the hidden secrets of thisindustry from a practical perspective. It tries to cover the latesttrends, happenings and the changes happening in this industry.

Download or read book Managing High Tech Services Using a CRM Strategy written by Donald F. Blumberg and published by CRC Press. This book was released on 2002-12-23 with total page 376 pages. Available in PDF, EPUB and Kindle. Book excerpt: As high-tech service industries grow more competitive, the need to develop customer focused business strategies becomes imperative. Managing High-Tech Services Using a CRM Strategy explores how to manage and direct any service organization utilizing a high tech strategy supported by the Customer Relationship Management (CRM) infrastructure, enablin