Call Center Management on Fast Forward: Succeeding in Today's Dynamic Customer Contact Environment (2nd Edition)
| Author | : | |
| Rating | : | 4.14 (705 Votes) |
| Asin | : | 1932558063 |
| Format Type | : | paperback |
| Number of Pages | : | 440 Pages |
| Publish Date | : | 2016-02-06 |
| Language | : | English |
DESCRIPTION:
. The updated and expanded edition provides a much-needed update that addresses the dramatic changes that have occurred in the call center industry over the years. Many of the processes and policies currently in place in leading service organizations around the world were developed from the books guidelines and suggestions. From the Publisher Written by Brad Cleveland, the president of ICMI and one of the world's foremost authorities on call center management and customer services, Call Center Management on Fast Forward has been the industry's standard reference on running a call center operation since it was originally published in 1997
Sparkle said A definite MUST HAVE for any Call Center Professional. This book is like a text book for all things call center. It is a great book for call center Execs, Managers and Consultants that support the industry. I've also found it great for Representatives and Quality Assurance Coaches who aspire to advance thier career. They can learn to talk the same talk and understand metrics in a way that can allow them to take necessary steps to set themselves up for promotion.Brad Cleaveland explains what many think is call center hocus pocus. He goes into detail about metrics, the decisions to make before you set them, understanding what you really want to kn. PLANSIS said Good for the budget computations. The book provides good tips on modelng of various aspects for the contact centers. I used budget modeling techniques from this book. The built excel model was well percieved by top management because of transparancy and insight in all the factors that decrease the productive hours. The budget for this year was much beter so the center could cope with the extra large call volumes caused by cold winter in the Netherlands.. "Great all around "Call Center Management" book" according to George Stanley. This book has everything you need to know about running a call center along with an overview of the main metrics to monitor.
It covers every aspect of call center management - service level, forecasting, scheduling, resource calculations, metrics, quality, budgeting, reporting, strategy and key enabling technologies - in a format that is well-organized and easy to understand. The industry s No. The updated and expanded edition contains important new information, including: Trends in customer expectations; Best practices in performance reports and objectives; How to create an effective customer access strategy appropriate for today's environment; How to manage multichannel contacts with quality; New technologies and how they re changing customer contact services; Improving the call center s strategic impact and ROI; New case studies and examples from Wells Fargo, Starbucks, Aetna and many others.. 1 selling book on call center management! Now updated and expanded, "Call Center Management on Fast Forward"; is the most comprehensive source available on running a call center