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.
Service Level, Forecast accuracy, Forecasting, Scheduling
This excerpt from Call Center Technology Demystified: The No-Nonsense Guide to Bridging Customer Contact Technology, Operations and Strategy, will give you a solid understanding of how Computer-Telephony Integration (CTI) works and what it can do for your call center. There's more to it than you think, but you don't need to be an engineer to comprehend it.
Key Points Discussed:
CTI-Enabled Applications
- Inbound and Outbound Applications
CTI Benefits
CTI Architectures
Diverse Switch Environments
CTI Challenges
Key Design Decisions
34 pages, PDF download (requires Adobe Acrobat or Reader)
(If you're considering ordering more than one excerpt from this book, you may prefer to simply order the printed book instead.)
Agent-Assistive Tools, Screen pops (CTI), Customer information systems, CTI
In this humorous collection of essays, exercises and puzzles, author Bruce Balentine offers a satirical insider’s perspective of the IVR and speech recognition industry. It’s Better to Be a Good Machine than a Bad Person provides a backstage tour of the science of ergonomics and the philosophy of user interface design, making a strong case for predictability and usability over delight as a primary design goal.
In his fun, easy-to-read style, Balentine points out that Jetsonian thinking—which has predominantly influenced phone-based self-service interface design for the past decade and a half—is on the way out. He stresses that the attempt to create humanlike applications has been the root cause of the abysmal performance in spoken interfaces that we all experience regularly.
For more information about the book, as well as contests, extras and the author's blog, visit www.beagoodmachine.com.
Speech analytics, IVR, Ergonomics
