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Author: Randy Rubingh
Publisher: Createspace Independent Pub
ISBN: 9781482740103
Category : Business & Economics
Languages : en
Pages : 206
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Book Description
"I once heard it said that running a call center is not rocket science. While you may not need the skills and education of an aerospace engineer, successful call center management does require certain skills and insight."-RANDY RUBINGH Call Center Rocket Science gives practical, hands on advice for today's customer service professionals. Here you will find real world advice on a wide variety of topics essential to effective call center management including: Recruiting and Hiring: How to find great agents, what to look for in a candidate, how to weed out applicants that may not be a good fit, closing the best candidates. Training: How to develop an effective new hire training course that prepares reps to take successfully take calls starting their first day on the floor. Effective Role playing strategies to increase effectiveness of training. Management: Creating a world class culture to motivate and retain your staff. How to look at and understand call center statistics. Call Center Operations: How to handle the day to day activity of a call center, and manage the business without constantly fighting fires. Outsourcing: For outsourcers- tips on how to make your client satisfied and give you more business. For those who outsource there are tips on how to get below the surface to truly understanding the level of service being provided by your service provider. Overall 110 tips that most centers can implement right away and receive immediate benefit of improved operations, and higher levels of employee and customer satisfaction.
Author: Randy Rubingh
Publisher: Createspace Independent Pub
ISBN: 9781482740103
Category : Business & Economics
Languages : en
Pages : 206
Get Book
Book Description
"I once heard it said that running a call center is not rocket science. While you may not need the skills and education of an aerospace engineer, successful call center management does require certain skills and insight."-RANDY RUBINGH Call Center Rocket Science gives practical, hands on advice for today's customer service professionals. Here you will find real world advice on a wide variety of topics essential to effective call center management including: Recruiting and Hiring: How to find great agents, what to look for in a candidate, how to weed out applicants that may not be a good fit, closing the best candidates. Training: How to develop an effective new hire training course that prepares reps to take successfully take calls starting their first day on the floor. Effective Role playing strategies to increase effectiveness of training. Management: Creating a world class culture to motivate and retain your staff. How to look at and understand call center statistics. Call Center Operations: How to handle the day to day activity of a call center, and manage the business without constantly fighting fires. Outsourcing: For outsourcers- tips on how to make your client satisfied and give you more business. For those who outsource there are tips on how to get below the surface to truly understanding the level of service being provided by your service provider. Overall 110 tips that most centers can implement right away and receive immediate benefit of improved operations, and higher levels of employee and customer satisfaction.
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: James C. Abbott
Publisher: Robert Houston Smith Publishers
ISBN: 1887355081
Category : Business & Economics
Languages : en
Pages : 200
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Book Description
As the cost of doing business increases, call centers and help desks are frequently moving overseas. How can your center remain competitive? Is pooling the best way to slash your wait times? James Abbott concisely answers these questions as he leads you through the world of process-centered customer service. Strategic and tactical terms, how to choose metrics to measure, and the miracle of Queuing Science are covered thoroughly, using easy-to-grasp anecdotes to explain the key technical topics.
Author: Brad Cleveland
Publisher:
ISBN: 9780985461133
Category :
Languages : en
Pages :
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Book Description
Author: M. G. Lord
Publisher: Bloomsbury Publishing USA
ISBN: 0802719376
Category : Transportation
Languages : en
Pages : 274
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Book Description
A daughter's journey to rediscover her father and understand the culture of space engineers During the late 1960s, while M. G. Lord was becoming a teenager in Southern California and her mother was dying of cancer, Lord's father-an archetypal, remote, rocket engineer- disappeared into his work at the Jet Propulsion Laboratory in Pasadena, building the space probes of the Mariner Mars 69 mission. Thirty years later, Lord found herself reporting on the JPL, triggering childhood memories and a desire to revisit her past as a way of understanding the ethos of rocket science. Astro Turf is the brilliant result of her journey of discovery. Remembering her pain at her father's absence, yet intrigued by what he did, Lord captures him on the page as she recalls her own youthful, eccentric fascination with science and space exploration. Into her family's saga she weaves the story of the legendary JPL- examining the complexities of its cultural history, from its start in 1936 to the triumphant Mars landings in 2004. She illuminates its founder, Frank Malina, whose brilliance in rocketry was shadowed by a flirtation with communism, driving him from the country even as we welcomed Wernher von Braun and his Nazi colleagues. Lord's own love of science fiction becomes a lens through which she views a profound cultural shift in the male-dominated world of space. And in pursuing the cause of her father's absence she stumbles on a hidden guilt, understanding "the anguish his proud silence caused both him and me, and how rooted that silence was in the culture of engineering."
Author: Marshall Fisher
Publisher: Harvard Business Review Press
ISBN: 1422110575
Category : Business & Economics
Languages : en
Pages : 264
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Book Description
Retailers today are drowning in data but lacking in insight. They have so much information at their disposal that they struggle with both how to sort through it, and how to add science to their decision-making process without blunting the art that they correctly believe is a key ingredient of their success. This book reveals how retailers can use data to manage everything from strategic assortment planning, inventory management, and markdowns to improve store-level execution. This data-driven approach to the retail supply chain leads to far greater and faster inventory turns, far fewer and lower discounted goods and services, and better profit margins. The authors also tease out the personnel issues and the organizational implications of this approach.
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: Peter DeHaan
Publisher: Advanced Call Center Resources
ISBN: 9781948082105
Category :
Languages : en
Pages :
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Book Description
Would you like to clear a nice double-digit profit every month?A mature answering service company can do that for you. That's the good news. The bad? If you don't do it right, it could be one of the worst decisions of your life. You could lose your shirt.That's why you need this book. You'll discover:¿The precise steps to set yourself up for success¿Key shortcuts to minimize risk ¿The secrets that will make you become profitable faster¿How to avoid the surprising mistakes most answering service startups make¿If your personality fits this high-risk, high-reward industryYou'll learn about equipment, cash flow, and managing a team. And you'll discover a sound growth strategy, how to make the startup phase as short as possible, and the specific methods of thriving answering service companies. If you're considering starting a telephone answering service, How to Start a Telephone Answering Service is a must read.
Author: Ronald Humble
Publisher: Learning Solutions
ISBN: 9780070313200
Category : Technology & Engineering
Languages : en
Pages : 0
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Book Description
The only comprehensive text available on space propulsion for students and professionals in astronautics.
Author: Andrew Rader
Publisher: Candlewick
ISBN: 153620742X
Category : Juvenile Nonfiction
Languages : en
Pages : 63
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Book Description
Sometimes it takes a rocket scientist to offer young readers the most engaging introduction to space travel, the solar system, and the universe. Earth’s gravity keeps our feet on the ground, and also prevents us from soaring into space. So how do we explore that vast frontier? We use rockets! Discover how rockets work—from staging to orbits to power generation, from thermal control to navigation and more. Learn how rockets and other spacecraft travel to and explore the moon, Mars, Jupiter, and beyond. Speculate about the future of space exploration—and the possibility of extraterrestrial life. In a guide ideal for aspiring rocket engineers, planetary scientists, and others who love learning about space exploration, Galen Frazer’s distinctive yet accessible illustrations pair perfectly with Andrew Rader’s straightforward text, together taking readers to the edge of our knowledge of space travel.
