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Author: Gerry Barber
Publisher: ICMI Press (International Customer Management Institute)
ISBN: 9780965909365
Category : Call centers
Languages : en
Pages : 103
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Book Description
Call Center Forecasting & Scheduling There is simply no way to establish and operate an effective call center environment without a solid understanding of the principles behind forecasting, staffing, scheduling, service level, queuing dynamics and real-time management. Originally published in the pages of Call Center Management Review, these articles were selected for their educational value, practicality, and most importantly, coverage of timeless call center management principles. - Amazon
Author: Gerry Barber
Publisher: ICMI Press (International Customer Management Institute)
ISBN: 9780965909365
Category : Call centers
Languages : en
Pages : 103
Get Book Here
Book Description
Call Center Forecasting & Scheduling There is simply no way to establish and operate an effective call center environment without a solid understanding of the principles behind forecasting, staffing, scheduling, service level, queuing dynamics and real-time management. Originally published in the pages of Call Center Management Review, these articles were selected for their educational value, practicality, and most importantly, coverage of timeless call center management principles. - Amazon
Author: Ger Koole
Publisher: Lulu.com
ISBN: 9082017903
Category : Business & Economics
Languages : en
Pages : 159
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Book Description
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.
Author: Penny Reynolds
Publisher: Call Center School Press
ISBN: 9780974417905
Category : Call centers
Languages : en
Pages : 197
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Book Description
Author: Brad Cleveland
Publisher: ICMI Inc.
ISBN: 9780965909303
Category : Business & Economics
Languages : en
Pages : 312
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Book Description
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.
Author: Claretha Hughes
Publisher: Emerald Group Publishing
ISBN: 1789730791
Category : Business & Economics
Languages : en
Pages : 173
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Book Description
Managing Technology and Middle- and Low-Skilled Employees explores the rapidly changing use of digital and systems innovations in the management of specific sectors of the workforce in the modern workplace across different industrial contexts.
Author: Hui Yang
Publisher: Springer
ISBN: 3030047261
Category : Business & Economics
Languages : en
Pages : 293
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Book Description
This volume offers the state-of-the-art research and developments in service science and related research, education and practice areas. It showcases emerging technology and applications in fields including healthcare, information technology, transportation, sports, logistics, and public services. Regardless of size and service, a service organization is a service system. Because of the socio-technical nature of a service system, a systems approach must be adopted to design, develop, and deliver services, aimed at meeting end users' both utilitarian and socio-psychological needs. Effective understanding of service and service systems often requires combining multiple methods to consider how interactions of people, technology, organizations, and information create value under various conditions. The papers in this volume highlight ways to approach such technical challenges in service science and are based on submissions from the 2018 INFORMS International Conference on Service Science.
Author: Batya Friedman
Publisher: Foundations and Trends in Human-Computer Interaction
ISBN: 9781680832907
Category :
Languages : en
Pages : 78
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Book Description
This monograph brings together a collection of 14 value sensitive design methods. These methods--along with the heuristics and examples discussed here--go a good distance toward providing tools for engaging substantively with human values in the technical design process.
Author: Real Bergevin
Publisher: John Wiley & Sons
ISBN: 0470677430
Category : Business & Economics
Languages : en
Pages : 391
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Book Description
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.
Author: Andrew Waite
Publisher: CRC Press
ISBN: 1482280752
Category : Computers
Languages : en
Pages : 504
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Book Description
Get the most out of ACDs (automatic call distributors) and other complex systems in order to boost customer satisfaction and increase sales Includes three ready to use RFPs (request for proposals) for buying an ACD, computer telephony system, or recording
Author: Brad Cleveland
Publisher:
ISBN: 9780985461133
Category :
Languages : en
Pages :
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Book Description
