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
Budgets, Service Level, Quality, Forecast accuracy
A convenient, portable reference of terms. At 3.5 by 5 inches, the book is small enough to fit in a busy manager's pocket, yet it's packed with industry acronyms and concise definitions of more than 500 call center industry terms.
148 pages.
Operations Management, Cost Performance, Customer Satisfaction Measurement/Management, Metrics/Performance Measurement
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
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
