Call Centers For Dummies

Häftad, Engelska, 2010

193 kr

Beställningsvara. Skickas inom 5-8 vardagar. Fri frakt över 249 kr.

Beskrivning

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 updatedThe authors have helped over 60 companies improve the efficiency and effectiveness of their call center operationsOffers comprehensive guidance for call centers of all sizes, from 20-person operations to multinational businessesWith the latest edition of Call Centers For Dummies, managers will have an improved arsenal of techniques to boost their center's bottom line.

Produktinformation

Utgivningsdatum:2010-09-17
Mått:185 x 231 x 25 mm
Vikt:522 g
Format:Häftad
Språk:Engelska
Antal sidor:384
Upplaga:2
Förlag:John Wiley & Sons Inc
ISBN:9780470677438

Utforska kategorier

Mer om författaren

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.

Innehållsförteckning

Introduction 1Part I: From the Ground Up: An Overview of the Call Center 7Chapter 1: A First Look at Call Centers 9Chapter 2: Business Basics: Models and Drivers and Goals, Oh My! 19Chapter 3: Developing the Cast of Characters 43Chapter 4: Building a Call Center of Your Own 65Chapter 5: Choosing the Outsourcing Option 85Part II: The Master Plan: Finance, Analysis, and Resource Management 107Chapter 6: Analyze This! 109Chapter 7: Right People, Right Place, Right Time: Resource Management 143Chapter 8: Call Center Scheduling: Not As Simple As 1, 2, 3 157Part III: Making Life Better with Technology 185Chapter 9: An Introduction to Call Center Technology 187Chapter 10: Technological Enhancements: Getting the Newest and Coolest Stuff 209Chapter 11: Using Home Agents 221Part IV: Creating High-Performance Teams 241Chapter 12: Hiring and Training 243Chapter 13: Creating a Coaching Culture 257Chapter 14: Creating a Motivated Workforce 265Part V: Ensuring Continuous Improvement 281Chapter 15: The Power of Process Improvement 283Chapter 16: Mastering Change in Your Organization 299Chapter 17: Quality-Control Programs and Certifications 313Part VI: The Part of Tens 321Chapter 18: Ten Ways to Improve Agents’ Job Satisfaction 323Chapter 19: Ten Questions Every Call Center Manager Should Answer 329Chapter 20: Almost Ten Ways to Decrease Call Center Costs and Increase Efficiency 335Appendix A: Key Call Center Definitions and Concepts 341Appendix B: Call Center Support Services 349Index 353