Call Centers For Dummies (PDF)
(Sprache: Englisch)
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...
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...
sofort als Download lieferbar
eBook (pdf)
17.99 €
- Lastschrift, Kreditkarte, Paypal, Rechnung
- Kostenloser tolino webreader
Produktdetails
Produktinformationen zu „Call Centers For Dummies (PDF)“
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.
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.
Inhaltsverzeichnis zu „Call Centers For Dummies (PDF)“
Introduction. Part I: From the Ground Up: An Overview of the Call Center. Chapter 1: A First Look at Call Centers. Chapter 2: Business Basics: Models and Drivers and Goals, Oh My! Chapter 3: Developing the Cast of Characters. Chapter 4: Building a Call Center of Your Own. Chapter 5: Choosing the Outsourcing Option. Part II: The Master Plan: Finance, Analysis, and Resource Management. Chapter 6: Analyze This! Chapter 7: Right People, Right Place, Right Time: Resource Management. Chapter 8: Call Center Scheduling: Not As Simple As 1, 2, 3. Part III: Making Life Better with Technology. Chapter 9: An Introduction to Call Center Technology. Chapter 10: Technological Enhancements: Getting the Newest and Coolest Stuff. Chapter 11: Using Home Agents. Part IV: Creating High-Performance Teams. Chapter 12: Hiring and Training. Chapter 13: Creating a Coaching Culture. Chapter 14: Creating a Motivated Workforce. Part V: Ensuring Continuous Improvement. Chapter 15: The Power of Process Improvement. Chapter 16: Mastering Change in Your Organization. Chapter 17: Quality-Control Programs and Certifi cations. Part VI: The Part of Tens. Chapter 18: Ten Ways to Improve Agents' Job Satisfaction. Chapter 19: Ten Questions Every Call Center Manager Should Answer. Chapter 20: Almost Ten Ways to Decrease Call Center Costs and Increase Effi ciency. Appendix A: Key Call Center Definitions and Concepts. Appendix B: Call Center Support Services. Index.
Autoren-Porträt von Real Bergevin, Afshan Kinder, Winston Siegel, Bruce Simpson
Réal Bergevin is executive vice president of Transcom Worldwide. Afshan Kinder, Winston Siegel, and Bruce Simpson are partners in SwitchGear Consulting, a company specializing in call centers and change management. SwitchGear's clients include companies such as Scotiabank, TELUS, and Ceridian.
Bibliographische Angaben
- Autoren: Real Bergevin , Afshan Kinder , Winston Siegel , Bruce Simpson
- 2010, 2. Auflage, 408 Seiten, Englisch
- Verlag: John Wiley & Sons
- ISBN-10: 0470678399
- ISBN-13: 9780470678398
- Erscheinungsdatum: 25.03.2010
Abhängig von Bildschirmgröße und eingestellter Schriftgröße kann die Seitenzahl auf Ihrem Lesegerät variieren.
eBook Informationen
- Dateiformat: PDF
- Größe: 5.36 MB
- Mit Kopierschutz
Sprache:
Englisch
Kopierschutz
Dieses eBook können Sie uneingeschränkt auf allen Geräten der tolino Familie lesen. Zum Lesen auf sonstigen eReadern und am PC benötigen Sie eine Adobe ID.
Kommentar zu "Call Centers For Dummies"
Schreiben Sie einen Kommentar zu "Call Centers For Dummies".
Kommentar verfassen