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Author: William Durr
Publisher: Advanstar Marketing Services
ISBN: 9780929870571
Category : Call centers
Languages : en
Pages : 0
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Book Description
Navigating the Customer Contact Center in the 21st Century : A Technology and Management Guide is a must have book for any supervisor, manager or business executive who has responsibility for the creation and successful operation of modern, multi-media customer contact centers. This book guides you through the new forms of communication such as e-mail and the Internet and how it has altered the call center into the customer contact center. Features include: detailed instructions on how to use technology and manage the contact center using reports produced by nearly any system -- complex technology issues are written in easy-to-understand text; an entire dictionary of commonly used words, phrases, abbreviations and acronyms; why e-mail and website support are the two Internet, multi-media applications that will impact all call centers -- learn their technology and processes; new performance metrics associated with new multi-media transactions; how to transform difficult-to-understand ACD reports into motivational and informative charts/graphs; how the Internet and public switched network works; how wireless communications will impact the customer contact center; the importance of workforce management software in blended, multi-media environments; techniques to ensure that motivational contests and awards are the greatest benefit to the team; and much, much more! - Back cover.
Author: William Durr
Publisher: Advanstar Marketing Services
ISBN: 9780929870571
Category : Call centers
Languages : en
Pages : 0
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Book Description
Navigating the Customer Contact Center in the 21st Century : A Technology and Management Guide is a must have book for any supervisor, manager or business executive who has responsibility for the creation and successful operation of modern, multi-media customer contact centers. This book guides you through the new forms of communication such as e-mail and the Internet and how it has altered the call center into the customer contact center. Features include: detailed instructions on how to use technology and manage the contact center using reports produced by nearly any system -- complex technology issues are written in easy-to-understand text; an entire dictionary of commonly used words, phrases, abbreviations and acronyms; why e-mail and website support are the two Internet, multi-media applications that will impact all call centers -- learn their technology and processes; new performance metrics associated with new multi-media transactions; how to transform difficult-to-understand ACD reports into motivational and informative charts/graphs; how the Internet and public switched network works; how wireless communications will impact the customer contact center; the importance of workforce management software in blended, multi-media environments; techniques to ensure that motivational contests and awards are the greatest benefit to the team; and much, much more! - Back cover.
Author: Duane Sharp
Publisher: Digital Press
ISBN: 9781555582777
Category : Business & Economics
Languages : en
Pages : 322
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Book Description
Complete coverage of the critical issues to set up, manage and efficiently maintain a call center.
Author: Andrew Waite
Publisher: CRC Press
ISBN: 1482280752
Category : Computers
Languages : en
Pages : 497
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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: Y. Jade Morton
Publisher: John Wiley & Sons
ISBN: 1119458420
Category : Science
Languages : en
Pages : 2064
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Book Description
Covers the latest developments in PNT technologies, including integrated satellite navigation, sensor systems, and civil applications Featuring sixty-four chapters that are divided into six parts, this two-volume work provides comprehensive coverage of the state-of-the-art in satellite-based position, navigation, and timing (PNT) technologies and civilian applications. It also examines alternative navigation technologies based on other signals-of-opportunity and sensors and offers a comprehensive treatment on integrated PNT systems for consumer and commercial applications. Volume 1 of Position, Navigation, and Timing Technologies in the 21st Century: Integrated Satellite Navigation, Sensor Systems, and Civil Applications contains three parts and focuses on the satellite navigation systems, technologies, and engineering and scientific applications. It starts with a historical perspective of GPS development and other related PNT development. Current global and regional navigation satellite systems (GNSS and RNSS), their inter-operability, signal quality monitoring, satellite orbit and time synchronization, and ground- and satellite-based augmentation systems are examined. Recent progresses in satellite navigation receiver technologies and challenges for operations in multipath-rich urban environment, in handling spoofing and interference, and in ensuring PNT integrity are addressed. A section on satellite navigation for engineering and scientific applications finishes off the volume. Volume 2 of Position, Navigation, and Timing Technologies in the 21st Century: Integrated Satellite Navigation, Sensor Systems, and Civil Applications consists of three parts and addresses PNT using alternative signals and sensors and integrated PNT technologies for consumer and commercial applications. It looks at PNT using various radio signals-of-opportunity, atomic clock, optical, laser, magnetic field, celestial, MEMS and inertial sensors, as well as the concept of navigation from Low-Earth Orbiting (LEO) satellites. GNSS-INS integration, neuroscience of navigation, and animal navigation are also covered. The volume finishes off with a collection of work on contemporary PNT applications such as survey and mobile mapping, precision agriculture, wearable systems, automated driving, train control, commercial unmanned aircraft systems, aviation, and navigation in the unique Arctic environment. In addition, this text: Serves as a complete reference and handbook for professionals and students interested in the broad range of PNT subjects Includes chapters that focus on the latest developments in GNSS and other navigation sensors, techniques, and applications Illustrates interconnecting relationships between various types of technologies in order to assure more protected, tough, and accurate PNT Position, Navigation, and Timing Technologies in the 21st Century: Integrated Satellite Navigation, Sensor Systems, and Civil Applications will appeal to all industry professionals, researchers, and academics involved with the science, engineering, and applications of position, navigation, and timing technologies. pnt21book.com
Author: Richard Feinberg
Publisher: Purdue University Press
ISBN: 9781557533425
Category : Business & Economics
Languages : en
Pages : 372
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Book Description
Written by authorities on the call center industry, this book brings to light the strategic importance of call centers in today's business world. As interactions with customers move away from person-to-person the call center is becoming a vital force for corporate marketing and communication.
Author: Management Association, Information Resources
Publisher: IGI Global
ISBN: 1799889645
Category : Education
Languages : en
Pages : 705
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Book Description
School counseling in the 21st century requires a new set of skills and practices than seen in past decades. With a sharper focus on social justice, the experiences and challenges for marginalized groups, and more open discussions as to issues students face, school counselors must be best equipped to handle all types of diverse students and situations. School counselors and guidance programs must address multicultural needs, underserved populations, and students with issues ranging from mental illness to family issues to chronic-illnesses and LGBTQ+ identities. Moreover, they must be prepared to guide students to learning success and adequately prepare them for future careers. The challenges students face in the 21st century lead to new ways to prepare, support, and educate school counselors in modern educational atmospheres with student bodies that are handling vastly different challenges, identities, and lifestyles. School counselors must navigate the profession with information on best practices, techniques, and 21st century skillsets that can adequately support and help all students. The Research Anthology on Navigating School Counseling in the 21st Century provides emerging research on the best practices in school counseling, along with methods, techniques, and professional development initiatives to better understand diverse student populations, needs, and challenges. This book will not only focus on how school counselors must adapt and learn in their own professional careers, but also how school counseling is functioning in the 21st century with the new concerns and obstacles students must face and overcome. The chapters provide a holistic view of how counselors are navigating their positions to best serve their students through effective practices, programs, and new tools and technologies. This book is ideal for school counselors, therapists, school psychologists, counseling educators, administrators, practitioners, researchers, academicians, and students who are interested in school counseling in the 21st century.
Author: Keith Dawson
Publisher: CRC Press
ISBN: 9781138412378
Category :
Languages : en
Pages :
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Book Description
It's not just the technology, the people, or the customers. It's all three, and more: call centers are not just places where calls arrive. They are a strategic business asset, the core of your business's customer relationship strategy. Call Center Savvy is an exploration of how the call center works, and how it fits into the big picture. What the future holds. How new technologies will affect operations. How international expansion is changing things. What the role of the Internet will ultimately be. Call Center Savvy can help a smart call center manager position his or her center for long term success. It's about seeing beyond today's problems, to tomorrow's opportunities.It's not enough to know about call center technology; for your center to excel in the 21st Century, you need call center savvy. ;
Author: Waldemar Karwowski
Publisher: John Wiley & Sons
ISBN: 0470382414
Category : Technology & Engineering
Languages : en
Pages : 672
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Book Description
What you need to know to engineer the global service economy. As customers and service providers create new value through globally interconnected service enterprises, service engineers are finding new opportunities to innovate, design, and manage the service operations and processes of the new service-based economy. Introduction to Service Engineering provides the tools and information a service engineer needs to fulfill this critical new role. The book introduces engineers as well as students to the fundamentals of the theory and practice of service engineering, covering the characteristics of service enterprises, service design and operations, customer service and service quality, web-based services, and innovations in service systems. Readers explore such key aspects of service engineering as: The role of service science in developing a smarter planet Service enterprises, including: enterprise value creation, architecture of service organizations, service enterprise modeling, and the application of methods of systems engineering to services Service design, including collaborative e-service systems and the new service development process Service operations and management, including service call centers Service quality, from design operations to customer relations Web-based services and technology in the global e-organization Innovation in service systems from service engineering to integrative solutions, service-oriented architecture solutions, and technology transfer streams With chapters written by fifty-seven specialists and edited by bestselling authors Gavriel Salvendy and Waldemar Karwowski, Introduction to Service Engineering uses numerous examples, problems, and real-world case studies to help readers master the knowledge and the skills required to succeed in service engineering.
Author:
Publisher:
ISBN:
Category : American literature
Languages : en
Pages : 1334
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Book Description
Author: Ron Willingham
Publisher: Currency
ISBN: 0385509561
Category : Business & Economics
Languages : en
Pages : 239
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Book Description
“I have observed several hundred salespeople who were taught to use deceptive practices like ‘bait and switch’ and encouraged to play negotiation games with customers... In the same industry, I have observed countless people who had been taught to sell with high integrity. Ironically, their customer satisfaction, profit margins, and salesperson retention were significantly higher.” — Ron Willingham If you’ve tried manipulative, self-focused selling techniques that demean you and your customer, if you’ve ever wondered if selling could be more than just talking people into buying, then Integrity Selling for the 21st Century is the book for you. Its concept is simple: Only by getting to know your customers and their needs — and believing that you can meet those needs — will you enjoy relationships with customers built on trust. And only then, when you bring more value to your customers than you receive in payment, will you begin to reap the rewards of high sales. Since the publication of Ron Willingham’s enormously successful first book, Integrity Selling, his sales program has been adopted by dozens of Fortune 500 companies, such as Johnson & Johnson and IBM, as well as the American Red Cross and the New York Times. In his new book, Integrity Selling for the 21st Century, Willingham explains how his selling system relates to today’s business climate — when the need for integrity is greater than ever before. Integrity Selling for the 21st Century teaches a process of self-evaluation to help you become a stellar salesperson in any business climate. Once you’ve established your own goals and personality traits, you’ll be able to evaluate them in your customers and adapt your styles to create a more trusting, productive relationship. Drawing upon Willingham’s years of experience and success stories from sales forces of the more than 2,000 companies that have adopted the Integrity Selling system, Ron Willingham has created a blueprint for achieving success in sales while staying true to your values.
