[PDF] The Real Time Contact Center eBook

Author : Donna FLUSS
Publisher : AMACOM
Page : 241 pages
File Size : 19,28 MB
Release : 2005-08-26
Category : Business & Economics
ISBN : 0814429084

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Companies looking for a competitive edge must convert their reactive, cost-laden contact programs into proactive, revenue-generating, "real-time" contact centres. Real-time is a big "buzzword" in the customer service field right now, and this book offers real, practical strategies for turning the call centre into a real-time operation that generates profits. These centres provide an outstanding customer experience, enhance loyalty, create new revenue, reduce expenses, and streamline the flow of information between the center and the rest of the company. "The Real-Time Contact Center" shows how to implement one.

Author : Donna Fluss
Publisher : Amacom Books
Page : 256 pages
File Size : 47,10 MB
Release : 2005
Category : Business & Economics
ISBN : 9780814472569

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New technology and best practices to turn your contact center into a revenue generator.

Author : Real Bergevin
Publisher : John Wiley & Sons
Page : 391 pages
File Size : 42,45 MB
Release : 2010-04-16
Category : Business & Economics
ISBN : 0470677430

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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 : Brad Cleveland
Publisher : ICMI Inc.
Page : 312 pages
File Size : 17,84 MB
Release : 1997
Category : Business & Economics
ISBN : 9780965909303

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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 : Réal Bergevin
Publisher : For Dummies
Page : 0 pages
File Size : 19,88 MB
Release : 2005-06-13
Category : Business & Economics
ISBN : 9780470835494

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A fun and simple guide to improving call center management and response Call Centers For Dummies serves as the ideal resource for call center managers. Concentrating on revenue generation, efficiency, and customer satisfaction, it helps managers improve their results and affect their company's bottom line. With new tools and tactics specifically designed for call center managers, Call Centers For Dummies helps put a value on customer relations efforts undertaken in call centers and helps managers implement new strategies for continual improvement of customer service.

Author : Thomas Laird
Publisher :
Page : 90 pages
File Size : 19,51 MB
Release : 2018-08-21
Category : Call centers
ISBN : 9780692179758

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"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.

Author : Ger Koole
Publisher : Lulu.com
Page : 159 pages
File Size : 50,57 MB
Release : 2013
Category : Business & Economics
ISBN : 9082017903

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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.