Call Centers For Dummies PDF Download
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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: Real Bergevin
Publisher: John Wiley & Sons
ISBN: 0470677430
Category : Business & Economics
Languages : en
Pages : 391
Get Book Here
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: Keith Dawson
Publisher: CRC Press
ISBN: 1482295652
Category : Computers
Languages : en
Pages : 285
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Book Description
Need to know how to buy a phone switch for your call center? How to measure the productivity of agents? How to choose from two cities that both want your center? No problem. The Call Center Handbook is a complete guide to starting, running, and im
Author: Gerardus Blokdyk
Publisher: 5starcooks
ISBN: 9780655901310
Category :
Languages : en
Pages : 304
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Book Description
Is a contact centers breakthrough on the horizon? What is the definition of contact centers excellence? Are contact centers vulnerabilities categorized and prioritized? Is the contact centers scope manageable? What key stakeholder process output measure(s) does contact centers leverage and how? Defining, designing, creating, and implementing a process to solve a challenge or meet an objective is the most valuable role... In EVERY group, company, organization and department. Unless you are talking a one-time, single-use project, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions. Someone capable of asking the right questions and step back and say, 'What are we really trying to accomplish here? And is there a different way to look at it?' This Self-Assessment empowers people to do just that - whether their title is entrepreneur, manager, consultant, (Vice-)President, CxO etc... - they are the people who rule the future. They are the person who asks the right questions to make Contact Centers investments work better. This Contact Centers All-Inclusive Self-Assessment enables You to be that person. All the tools you need to an in-depth Contact Centers Self-Assessment. Featuring 947 new and updated case-based questions, organized into seven core areas of process design, this Self-Assessment will help you identify areas in which Contact Centers improvements can be made. In using the questions you will be better able to: - diagnose Contact Centers projects, initiatives, organizations, businesses and processes using accepted diagnostic standards and practices - implement evidence-based best practice strategies aligned with overall goals - integrate recent advances in Contact Centers and process design strategies into practice according to best practice guidelines Using a Self-Assessment tool known as the Contact Centers Scorecard, you will develop a clear picture of which Contact Centers areas need attention. Your purchase includes access details to the Contact Centers self-assessment dashboard download which gives you your dynamically prioritized projects-ready tool and shows your organization exactly what to do next. You will receive the following contents with New and Updated specific criteria: - The latest quick edition of the book in PDF - The latest complete edition of the book in PDF, which criteria correspond to the criteria in... - The Self-Assessment Excel Dashboard - Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation - In-depth and specific Contact Centers Checklists - Project management checklists and templates to assist with implementation INCLUDES LIFETIME SELF ASSESSMENT UPDATES Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.
Author: Real Bergevin
Publisher: John Wiley & Sons
ISBN: 9788126507108
Category :
Languages : en
Pages : 386
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Book Description
Call Centers for Dummies is the ideal resource for call center managers. Using Call Centers for Dummies, the manager is equipped with a guide that, working under the principals of revenue generation, efficiency, and customer satisfaction, will improve results measurably. Instead of viewing the call center only as a cost center, managers, equipped with new tools, will be able to affect the bottom line through continuous. Part I: From the Ground Up: An Overview of the Call Center.Part II: The Master Plan: Finance, Analysis, and Resource Management.Part III: Making Life Better With Technology.Part IV: Ensuring Continuous Improvement'.Part V: Handling the Calls: Where It All Comes TogetherPart VI: The Part of Tens
Author: Madeline Bodin
Publisher: CRC Press
ISBN: 148229558X
Category : Computers
Languages : en
Pages : 232
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Book Description
Call centres have become the crucial front line for managing customer relationships. This book covers a range of call center terminology. It explains relevant terms, and provides the call center manager with a quick reference that covers the technology and operational issues that come up in running and improving a call center.
Author: Gerardus Blokdyk
Publisher: 5starcooks
ISBN: 9780655538417
Category :
Languages : en
Pages : 322
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Book Description
Do you plan on purchasing an automated WFM system within the next year or so? If you allow your agents to cancel their vacation, does your WFM system automatically reschedule their attendance? Does your team offer any alternative full-time schedules to the typical 8 x 5 workweek? How are calls processed? What impact has the use of home agents had on your centers effectiveness? This astounding Call centre self-assessment will make you the assured Call centre domain veteran by revealing just what you need to know to be fluent and ready for any Call centre challenge. How do I reduce the effort in the Call centre work to be done to get problems solved? How can I ensure that plans of action include every Call centre task and that every Call centre outcome is in place? How will I save time investigating strategic and tactical options and ensuring Call centre costs are low? How can I deliver tailored Call centre advice instantly with structured going-forward plans? There's no better guide through these mind-expanding questions than acclaimed best-selling author Gerard Blokdyk. Blokdyk ensures all Call centre essentials are covered, from every angle: the Call centre self-assessment shows succinctly and clearly that what needs to be clarified to organize the required activities and processes so that Call centre outcomes are achieved. Contains extensive criteria grounded in past and current successful projects and activities by experienced Call centre practitioners. Their mastery, combined with the easy elegance of the self-assessment, provides its superior value to you in knowing how to ensure the outcome of any efforts in Call centre are maximized with professional results. Your purchase includes access details to the Call centre self-assessment dashboard download which gives you your dynamically prioritized projects-ready tool and shows you exactly what to do next. Your exclusive instant access details can be found in your book. You will receive the following contents with New and Updated specific criteria: - The latest quick edition of the book in PDF - The latest complete edition of the book in PDF, which criteria correspond to the criteria in... - The Self-Assessment Excel Dashboard - Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation - In-depth and specific Call centre Checklists - Project management checklists and templates to assist with implementation INCLUDES LIFETIME SELF ASSESSMENT UPDATES Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.
Author: Gerardus Blokdyk
Publisher: 5starcooks
ISBN: 9780655519331
Category :
Languages : en
Pages : 320
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Book Description
Do the special holidays have an effect? Does email auto response really work? What are the current duties of contact center staff? Whos doing what with hosting and back office? What impact has the use of home agents had on your centers effectiveness? Defining, designing, creating, and implementing a process to solve a challenge or meet an objective is the most valuable role... In EVERY group, company, organization and department. Unless you are talking a one-time, single-use project, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions. Someone capable of asking the right questions and step back and say, 'What are we really trying to accomplish here? And is there a different way to look at it?' This Self-Assessment empowers people to do just that - whether their title is entrepreneur, manager, consultant, (Vice-)President, CxO etc... - they are the people who rule the future. They are the person who asks the right questions to make Call Center investments work better. This Call Center All-Inclusive Self-Assessment enables You to be that person. All the tools you need to an in-depth Call Center Self-Assessment. Featuring 980 new and updated case-based questions, organized into seven core areas of process design, this Self-Assessment will help you identify areas in which Call Center improvements can be made. In using the questions you will be better able to: - diagnose Call Center projects, initiatives, organizations, businesses and processes using accepted diagnostic standards and practices - implement evidence-based best practice strategies aligned with overall goals - integrate recent advances in Call Center and process design strategies into practice according to best practice guidelines Using a Self-Assessment tool known as the Call Center Scorecard, you will develop a clear picture of which Call Center areas need attention. Your purchase includes access details to the Call Center self-assessment dashboard download which gives you your dynamically prioritized projects-ready tool and shows your organization exactly what to do next. You will receive the following contents with New and Updated specific criteria: - The latest quick edition of the book in PDF - The latest complete edition of the book in PDF, which criteria correspond to the criteria in... - The Self-Assessment Excel Dashboard - Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation - In-depth and specific Call Center Checklists - Project management checklists and templates to assist with implementation INCLUDES LIFETIME SELF ASSESSMENT UPDATES Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.
Author: Gerardus Blokdyk
Publisher:
ISBN: 9780655956310
Category : Electronic books
Languages : en
Pages : 0
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Book Description
Customer Contact Centers A Complete Guide - 2020 Edition.
Author: Gerardus Blokdyk
Publisher:
ISBN: 9780655952251
Category :
Languages : en
Pages : 0
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Book Description
Author: Gerardus Blokdyk
Publisher: 5starcooks
ISBN: 9780655906315
Category : Business & Economics
Languages : en
Pages : 298
Get Book Here
Book Description
How can you become the company that would put you out of business? Is pre-qualification of suppliers carried out? Have all basic functions of customer contact centers been defined? Which customer contact centers goals are the most important? How do you aggregate measures across priorities? This best-selling Customer Contact Centers self-assessment will make you the reliable Customer Contact Centers domain assessor by revealing just what you need to know to be fluent and ready for any Customer Contact Centers challenge. How do I reduce the effort in the Customer Contact Centers work to be done to get problems solved? How can I ensure that plans of action include every Customer Contact Centers task and that every Customer Contact Centers outcome is in place? How will I save time investigating strategic and tactical options and ensuring Customer Contact Centers costs are low? How can I deliver tailored Customer Contact Centers advice instantly with structured going-forward plans? There's no better guide through these mind-expanding questions than acclaimed best-selling author Gerard Blokdyk. Blokdyk ensures all Customer Contact Centers essentials are covered, from every angle: the Customer Contact Centers self-assessment shows succinctly and clearly that what needs to be clarified to organize the required activities and processes so that Customer Contact Centers outcomes are achieved. Contains extensive criteria grounded in past and current successful projects and activities by experienced Customer Contact Centers practitioners. Their mastery, combined with the easy elegance of the self-assessment, provides its superior value to you in knowing how to ensure the outcome of any efforts in Customer Contact Centers are maximized with professional results. Your purchase includes access details to the Customer Contact Centers self-assessment dashboard download which gives you your dynamically prioritized projects-ready tool and shows you exactly what to do next. Your exclusive instant access details can be found in your book. You will receive the following contents with New and Updated specific criteria: - The latest quick edition of the book in PDF - The latest complete edition of the book in PDF, which criteria correspond to the criteria in... - The Self-Assessment Excel Dashboard - Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation - In-depth and specific Customer Contact Centers Checklists - Project management checklists and templates to assist with implementation INCLUDES LIFETIME SELF ASSESSMENT UPDATES Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.
