The industry’s No. 1 selling book on call center management! Now available in eBook format, Call Center Management on Fast Forward is the most comprehensive source available on running a call center. This book, dubbed the "Call Center Bible", 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
Please note: Due to the size of this file, it may take up to 10 minutes to download, depending on the speed of your connection.
TAGS:
Service Level, Forecast accuracy, Forecasting, Scheduling, Quality Monitoring, Key Call Center Metrics, Budgets, Getting the Call Center Budget Approved, Reporting Call Center Activity to Senior Management, Technology, Call Center Technology Applications/Offerings
