Electronic Version
Call Center Management on Fast Forward is the most widely read book on call center/contact center management available today. Trusted for its accuracy, clarity and proven guidance, it has become required reading in organizations around the world.
You'll learn how to:
- Boost customer loyalty
- Achieve service level with quality
- Build a team equipped with the right know-how
- Maximize the contact center's strategic value
- Win top management support
Six years in the making, this long-awaited new edition includes updated and expanded coverage of:
- Strategy
- Social media
- Performance measures
- Multichannel management
- Evolving customer experiences
- The latest on performance objectives and metrics
- The contact center's evolving role in strategy
- Case studies from top customer service & loyalty brands
- Much more!
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
Call Center Management on Fast Forward is the most widely read book on call center/contact center management available today. Trusted for its accuracy, clarity and proven guidance, it has become required reading in organizations around the world.
You'll learn how to:
- Boost customer loyalty
- Achieve service level with quality
- Build a team equipped with the right know-how
- Maximize the contact center's strategic value
- Win top management support
Six years in the making, this long-awaited new edition includes updated and expanded coverage of:
- Strategy
- Social media
- Performance measures
- Multichannel management
- Evolving customer experiences
- The latest on performance objectives and metrics
- The contact center's evolving role in strategy
- Case studies from top customer service & loyalty brands
- Much more!
Budgets, Service Level, Quality, Forecast accuracy
ICMI's Call Center Management Dictionary is a practical, comprehensive reference for customer contact professionals. This essential resource covers a host of subjects, including, but not limited to, measurements, objectives, reporting, analysis, forecasting, planning, monitoring, coaching, quality, performance, improvement, human resources, training, customer behavior, marketing, technologies, budgeting, finance, strategy, industry acronyms, and more! Accurate and easy to use, ICMI’s Call Center Management Dictionary is designed to cut through the clutter and confusion in today's terminology, so that you can communicate more effectively, improve customer services and make better decisions that will help build your career.
1072 acronyms and terms, 41 graphs and tables.
Operations Management, Abandonment, Accuracy, Key Call Center Metrics
Call Center Technology Demystified clarifies the sometimes complex and often confusing array of technologies that enable call center success. This book will lead you through the labyrinth of customer contact technology jargon, common misperceptions and marketing hype to help you align technology with business needs and optimize your technology investments.
With a rare combination of business insight, technological savvy and down-to-earth, straightforward writing, Vanguard Communication's experts Bocklund and Bengtson have come up with the answer to the often-asked question: "Is there a book on call center technologies that will help me to understand this stuff better?"
375 pages, paperback, more than 100 figures and tables.
Technology, New Technology Evaluation, Needs analysis, Technology Implementation/Maintenance
