Call Centers For Dummies
| Author | : | |
| Rating | : | 4.30 (556 Votes) |
| Asin | : | 0470677430 |
| Format Type | : | paperback |
| Number of Pages | : | 384 Pages |
| Publish Date | : | 2016-04-14 |
| Language | : | English |
DESCRIPTION:
At the top of my Top 5 Recommended Call Center Books RODERICK E JONES This is quite possibly the best all-round book on call centers that I have come across anywhere in the world. If you are a call center professional in any of the disciplines or an aspiring call center manager this book should be on your desk at all times. It will become thumb-marked and dog-eared f. Youssef Zerkani said Best introduction to call center management.. Excellent resource for all involved in a Call Center from agents to executive management. Presents complex concepts in a thought provoking manner and for those inclined to pursue a topic further this is the appropriate text to start with. I highly recommend the book and I use it myself as a referre. "Great resource for all knowledge levels" according to Devin. I have been working in centers for 15 years and every new center I start, I buy a few copies of this book for my team. The 'dummies' format makes it a very easy read and Real does a great job in making this book relevant for all types of call centers.Even if you are experienced or new to the indust
. Afshan Kinder, Winston Siegel, and Bruce Simpson are partners in SwitchGear Consulting, a company specializing in call centers and change management. Réal Bergevin is executive vice president of Transcom Worldwide. SwitchGear's clients include companies such as Scotiabank, TELUS, and Ceridian
Start from the ground up — investigate where to locate and how to build a call center, understand the roles and responsibilities in a call center team, and consider the outsourcing optionCall center business basics — create a successful call center business model, determine achievable goals, and measure your center's progress through business driversEnsure proper resource management — discover how to always have the right staff levels — including home agents — through forecasting and schedulingGain efficiency through technology — see how advances in call center technology, such as interactive voice response and Voice over Internet Protocol, can help your call center agents be more productiveBuild high-performance teams — recruit and retain the best people by providing great training and keeping your agen
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. Tips on making your call center a genuine profit center In North America, call centers are a $13 billion business, employing 4 million people. 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 cent