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
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
This book is temporarily out of stock.
There is simply no way to establish and operate an effective call center environment without a solid understanding of the principles behind forecasting, staffing, scheduling, service level, queuing dynamics and real-time management. Originally published in the pages of Call Center Management Review, these articles were selected for their educational value, practicality, and most importantly, coverage of timeless call center management principles.
104 pages, paperback, more than 35 charts and graphs.
Forecasting, Real-Time Management, Scheduling, Service Level
This excerpt from Call Center Technology Demystified: The No-Nonsense Guide to Bridging Customer Contact Technology, Operations and Strategy will show you what technologies are available to help you make the best match between randomly arriving callers who have unique needs and randomly available agents who have unique talents, skills and abilities. This ICMI tutorial provides an excellent briefing on routing and queuing software and hardware.
Key Points Discussed:
Random Call Arrival and Random Agent Availability
- Erlang Calculations
- Technology Implications of Random Call Arrival
Routing Principles: Matching Callers to Agents
Call-Routing Enablers
- Identifying Caller and Purpose: Network Information and Prompting
- Identifying Agents and Availability
54 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.)
Erlang calculators, Intelligent Routing, Priority-Queuing, Skills-based routing
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
There is simply no way to establish and operate an effective call center environment without a solid understanding of the principles behind forecasting, staffing, scheduling, service level, queuing dynamics and real-time management. Originally published in the pages of Call Center Management Review, these articles were selected for their educational value, practicality, and most importantly, coverage of timeless call center management principles.
104 pages, more than 35 charts and graphs.
Forecasting, Real-Time Management, Scheduling, Service Level
