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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 Here
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: 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: 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: Brad Cleveland
Publisher: ICMI Press (International Customer Management Institute)
ISBN: 9780985461102
Category : Business & Economics
Languages : en
Pages : 491
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Book Description
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: Kellie Gerardi
Publisher: Mango Media Inc.
ISBN: 1642504114
Category : Science
Languages : en
Pages : 256
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Book Description
The Aspiring Astronaut’s Guide to Getting Lost in Outer Space “Kellie is probably one of the best ambassadors for spaceflight in the 21st century that the industry could have.” —Lucy Hawking, author of George's Secret Key to the Universe and host of Audible's Lucy in the Sky. #1 New Release in Science & Math, Essays & Commentary and Astronautics & Space Flight Follow aerospace science professional Kellie Gerardi’s non-traditional path in the space industry as she guides and encourages anyone who has ever dreamed about stars, the solar system, and the galaxies in space. Ever wondered what it’s like to work in outer space? In this candid science memoir and career guide, Gerardi offers an inside look into the industry beginning to eclipse Silicon Valley. Whether you have a space science degree or are looking to learn about stars, Not Necessarily Rocket Science proves there’s room for anyone who is passionate about exploration. What it’s like to be a woman in space. With a space background and a mission to democratize access to space, this female astronaut candidate offers a front row seat to the final frontier. From her adventures training for Mars to testing spacesuits in microgravity, this unique handbook provides inspiration and guidance for aspiring astronauts everywhere. Look inside for answers to questions like: • Will there be beer on Mars? • Why do I need to do one-handed pushups in microgravity? • How can I possibly lose a fortune in outer space? If you’re looking for women in science gifts, astronomy books for adults, or NASA stories—or enjoyed, the Galaxy Girls book, or Letters from an Astrophysicist by Neil deGrasse Tyson—then you’ll love Not Necessarily Rocket Science.
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.
