Call Center Management on Fast Forward: Succeeding in Today's Dynamic Customer Contact Environment (Updated and Expanded Edition)

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Binding: Paperback EAN: 9781932558067 ISBN: 1932558063 Label: ICMI Press Manufacturer: ICMI Press Number Of Items: 1 Number Of Pages: 440 Publication Date: 2006-11-15 Publisher: ICMI Press Release Date: 2006-11-15 Studio: ICMI Press
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Editorial Reviews: The industry s No. 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. 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 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.
Spotlight customer reviews: Customer Rating: Summary: A Must-Read for call center professionals! Comment: I've been in the call center industry for over 6 years but the content of this book presented a lot of refreshing insights about managing a center. I also like the fact that the book is such an easy read--Brad Cleveland used clear and concise vocabulary in explaining Workforce Management even to the most novice call center employee. Great, great book--one that I'll keep for as long as I am in the industry. Customer Rating: Summary: great for newbies as well as those with experience in the industry Comment: I have been in the call center industry for some time and I find that you can't know it all, especially if you are in a large call center where roles are very specific. This book has help me understand the things that others do and has helped me to advance into other areas. The book is well laid out and explains everything fairly well, but not perfect. The book also gets right to the point of data is important to gather and how to best illustrate that data in a spreadsheet or chart. It has really helped me to better organize my KPI's and focus on just a few important pieces of data instead of having to sift through piles of numbers. This book has also helped me to become better at workforce management strategies and forecasting. Two areas I had little familiarity with. This book will certainly bring you up to speed quickly. Even after reading and applying everything in the book, I continue to reference it all the time. More Reviews