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CallCenter Management by the Numbers

Author: Jon Anton

Publisher: Purdue University Press

Published: 1997

Total Pages: 124

ISBN-13: 9781557531124

Annotation With the emergence of the callcenter as a mission-critical part of the corporate customer service strategy, management of the callcenter has moved from a reactive "fire-fighting" style to a more proactive tactical style of professional management. Measurements drive behavior, and "you get what you measure and reward." The primary purpose of this book is to provide new professional callcenter managers with a methodology for "managing their callcenter by the numbers."

Call Center Management on Fast Forward

Author: Brad Cleveland

Publisher: ICMI Inc.

Published: 1997

Total Pages: 312

ISBN-13: 9780965909303

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This is the only book available today that provides a very readable, step-by-step guide for managing an incoming call center. The book combines theory with practical advice and is filled with over 100 charts and graphs, several case studies and an extensive glossary and index. Readers will learn how to: achieve service level with quality in an era of more transactions, growing complexity and heightened caller expectations; understand the "how" behind best practices; boost caller satisfaction; win top management's support; and discover what separates a good call center from a great one.

Call Center Staffing

Author: Penny Reynolds

Publisher: Call Center School Press

Published: 2003

Total Pages: 197

ISBN-13: 9780974417905

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Call Center Performance Enhancement Using Simulation and Modeling

Author: Jon Anton

Publisher: Purdue University Press

Published: 1999

Total Pages: 148

ISBN-13: 9781557531827

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The management and design of call centres is increasing in complexity due to advancing technology and rising customer expectations. This guide provides managers with an understanding of the role, value and practical deployment of simulation in the planning, management and analysis of call centres.

The Executive Guide to Call Center Metrics

Author: James C. Abbott

Publisher: Robert Houston Smith Publishers

Published: 2004

Total Pages: 200

ISBN-13: 1887355081

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As the cost of doing business increases, call centers and help desks are frequently moving overseas. How can your center remain competitive? Is pooling the best way to slash your wait times? James Abbott concisely answers these questions as he leads you through the world of process-centered customer service. Strategic and tactical terms, how to choose metrics to measure, and the miracle of Queuing Science are covered thoroughly, using easy-to-grasp anecdotes to explain the key technical topics.

The Call Center Handbook

Author: Keith Dawson

Publisher: CRC Press

Published: 2003-11-20

Total Pages: 283

ISBN-13: 1482295652

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Need to know how to buy a phone switch for your call center? How to measure the productivity of agents? How to choose from two cities that both want your center? No problem. The Call Center Handbook is a complete guide to starting, running, and im

Call Center Optimization

Author: Ger Koole

Publisher: Lulu.com

Published: 2013

Total Pages: 159

ISBN-13: 9082017903

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This book gives an accessible overview of the role and potential of mathematical optimization in call centers. It deals extensively with all aspects of workforce management, but also with topics such as call routing and the scheduling of multiple channels. It does so without going into the mathematics, but by focusing on understanding its consequences. This way the reader will get familiar with workload forecasting, the Erlang formulas, simulation, and so forth, and learn how to improve call center performance using it. The book is primarily meant for call center professionals involved in planning and business analytics, but also call center managers and researchers will find it useful. There is an accompanying website which contains several online calculators.

Uncommon Service

Author: Frances X. Frei

Publisher: Harvard Business Press

Published: 2012

Total Pages: 262

ISBN-13: 1422133311

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Offers an organizational design model for service organizations, covering such topics as funding mechanisms, employee management systems, and customer management systems.

Contact Center Management by the Numbers

Author: Jon Anton

Publisher:

Published: 2005

Total Pages: 276

ISBN-13: 9780976110903

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Call Centers For Dummies

Author: Real Bergevin

Publisher: John Wiley & Sons

Published: 2010-04-16

Total Pages: 391

ISBN-13: 0470677430

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Tips on making your call center a genuine profit center In North America, call centers are a $13 billion business, employing 4 million people. For managers in charge of a call center operation, this practical, user-friendly guide outlines how to improve results measurably, following its principles of revenue generation, efficiency, and customer satisfaction. In addition, this new edition addresses many industry changes, such as the new technology that's transforming today's call center and the location-neutral call center. It also helps readers determine whether it's cost-efficient to outsource operations and looks at the changing role and requirements of agents. The ultimate call center guide, now revised and updated The authors have helped over 60 companies improve the efficiency and effectiveness of their call center operations Offers comprehensive guidance for call centers of all sizes, from 20-person operations to multinational businesses With the latest edition of Call Centers For Dummies, managers will have an improved arsenal of techniques to boost their center's bottom line.