Author: Publisher: Cengage Learning
ISBN: 0357715985
Category :
Languages : en
Pages : 1218
Book Description
Author: Publisher: Cengage Learning
ISBN: 0357715985
Category :
Languages : en
Pages : 1218
Book Description
Advice from a Call Center Geek
Author: Thomas LairdPublisher:
ISBN: 9780692179758
Category : Call centers
Languages : en
Pages : 90
Book Description
"Advice from a Call Center Geek: Rethinking Call Center Operations is a field manual for the 21st century contact center. Practical, poignant, and funny, Tom dishes out amazing real-world advice that has made his organization successful. From culture to education to incentives, Tom addresses the key areas to make your contact center world-class!"Paul HerdmanHead of Customer ExperienceNICE inContactAdvice From a Call Center Geek takes a look at a new way of running today's high end contact center. Tom Laird, the CEO of award winning Expivia Interaction Marketing, 600 seat BPO call center guides you through the process of developing a world class operation.This book will take you through the process of evaluating and changing your call center's culture, how to look beyond a resume to hire the "right" associates and show you how to educate for quality while maintaining high level management. Advice from a Call Center Geek will make you rethink how the call center manager of today should be looking at running their call center.
The Real-time Contact Center
Author: Donna FlussPublisher: Amacom Books
ISBN: 9780814472569
Category : Business & Economics
Languages : en
Pages : 256
Book Description
New technology and best practices to turn your contact center into a revenue generator.
Call Center Management on Fast Forward
Author: Brad ClevelandPublisher: ICMI Inc.
ISBN: 9780965909303
Category : Business & Economics
Languages : en
Pages : 312
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.
Key Performance Indicators For Dummies
Author: Bernard MarrPublisher: John Wiley & Sons
ISBN: 1118913248
Category : Business & Economics
Languages : en
Pages : 326
Book Description
A complete guide to using KPIs to drive organisational performance Is your business on track to achieve success? Key Performance Indicators For Dummies covers the essential KPIs that are useful to all kinds of businesses, and includes more than 100 different ways leaders can monitor and drive performance in their organisations. This book helps managers understand the crucial KPIs that should be implemented for all different aspects of the organisation, including financial performance, operational and internal processes, sales and marketing, customer satisfaction and more. Good KPIs should be unique to every business, as every business has different objectives. To meet this need, the book provides tools and templates that leaders can use to develop unique KPIs that best suit their particular organisation or industry. Learn to design KPIs that are unique to your business and fit closely to your strategic objectives Determine which KPI questions you should be asking to achieve the right insights for your business Learn the specific KPIs that are appropriate for different business circumstances Turn KPIs into deep insights by mastering related reporting and communications practices KPIs are a crucial part of every manager's toolkit, and are essential for helping to monitor the execution of business strategies and measure results. Key Performance Indicators For Dummies moves beyond a basic discussion of what KPIs are, and why they are needed to provide a complete guide for learning to design and use specific KPIs to drive organisational performance.
Course ILT
Author: Course Technology, IncPublisher:
ISBN: 9780619148607
Category : Business communication
Languages : en
Pages : 0
Book Description
This ILT Series course give students an overview of inbound call centers, managerial roles, and technologies that affect call centers. The course teaches students how to establish a call center, identify the call center managers' typical responsibilities, and determine the necessary technologies needed to best serve the company's customers, identify customer expectations, reduce the percentage of lost calls, calculate staff levels, and identify the reports that are used to evaluate a call center's performance. Students will also learn about establishing service goals, identifying areas for attention, and communicating effectively with executives. Course activities also cover reducing turnover, training employees effectively, managing employee stress, motivating, and communicating with employees. Finally, students will learn how to evaluate employee performance and establish monitoring programs. The manual is designed for quick scanning in the classroom and filled with interactive exercises that help ensure student success.
Performance Dashboards
Author: Wayne W. EckersonPublisher: John Wiley & Sons
ISBN: 0470589833
Category : Business & Economics
Languages : en
Pages : 341
Book Description
Tips, techniques, and trends on harnessing dashboard technology to optimize business performance In Performance Dashboards, Second Edition, author Wayne Eckerson explains what dashboards are, where they can be used, and why they are important to measuring and managing performance. As Director of Research for The Data Warehousing Institute, a worldwide association of business intelligence professionals, Eckerson interviewed dozens of organizations that have built various types of performance dashboards in different industries and lines of business. Their practical insights explore how you can effectively turbo-charge performance–management initiatives with dashboard technology. Includes all-new case studies, industry research, news chapters on "Architecting Performance Dashboards" and "Launching and Managing the Project" and updated information on designing KPIs, designing dashboard displays, integrating dashboards, and types of dashboards. Provides a solid foundation for understanding performance dashboards, business intelligence, and performance management Addresses the next generation of performance dashboards, such as Mashboards and Visual Discovery tools, and including new techniques for designing dashboards and developing key performance indicators Offers guidance on how to incorporate predictive analytics, what-if modeling, collaboration, and advanced visualization techniques This updated book, which is 75% rewritten, provides a foundation for understanding performance dashboards, business intelligence, and performance management to optimize performance and accelerate results.
10 Step KPI System
Author: Aleksey SavkinPublisher: Lulu.com
ISBN: 1365900711
Category : Business & Economics
Languages : en
Pages : 166
Book Description
Finding winning KPIs is not about picking some smart-sounding candidates from the long list of options. The best performance metrics are those that are born in the discussion and are tailor-made for your organization. This book is for those business professionals who are looking beyond standard performance metrics; this book will guide you step-by-step to develop the most effective KPIs.
Effective Operations and Performance Management
Author: Bloomsbury PublishingPublisher: Bloomsbury Publishing
ISBN: 1849300291
Category : Business & Economics
Languages : en
Pages : 257
Book Description
Effective Operations and Performance Management is a multi-author volume, written by practitioners and academics in their respective fields of expertise including Andrew Mayo, Subir Chowdhur, Andrew Cox and Leslie L. Kossoff providing coverage in all aspects of operations and performance within a company. The book addresses measuring and managing operational issues, providing you with a solid platform from which to develop strategies and grow your business. It includes over 30 chapters covering the management of operations and performance. It offers you a rich vein of thought leadership and best practice and practical step-by-step guides on methods to improve operational robustness and measure performance. There are a range of Checklists including Performing a Skills Gap Analysis, The Triple Bottom Line, Using and Understanding Financial Ratios for Analysis, Applying Stress-Testing to Business Continuity Management plus much more...
Web Analytics Demystified
Author: Eric T. PetersonPublisher: Bookrenter
ISBN: 9780974358420
Category : Business & Economics
Languages : en
Pages : 256
Book Description
