The industry’s No. 1 selling book on call center management! Often dubbed the "Call Center Bible", 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
TAGS:
Budgets, Service Level, Quality, Forecast accuracy, Forecasting, Real-Time Management, Scheduling, Getting the Call Center Budget Approved, Reporting Call Center Activity to Senior Management, Technology
