Designing Effective Call Centers

Designing Effective Call Centers PDF

Author: James Abbott

Publisher:

Published: 2013-07-11

Total Pages: 264

ISBN-13: 9781490484358

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This book is the companion to "The Executive Guide to Six Sigma Call Centers" which is for executives. this book is for the call center engineers, analysis, and designers.Do you know the benefits of sigma design for the call center world? Does reducing cost at your center sound good to you? How about reducing cost while providing BETTER service? Chapter 16 shows you how a Six Sigma design can provide better service at a lower cost than traditional approaches.Success doesn't just happen-it requires careful planning. The first step is determining the correct design for your call center or help desk. Author James Abbott walks readers through what can and can't be managed, who should be making what types of decisions, and how to create and use a metric blueprint. He covers the necessary design terms so all of the players can communicate effectively. And he explains the essential role of Six Sigma in any well-designed center.

Designing the Best Call Center for Your Business

Designing the Best Call Center for Your Business PDF

Author: Brendan Read

Publisher: CRC Press

Published: 2005-01-02

Total Pages: 383

ISBN-13: 1482280906

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Designing the Best Call Center for Your Business examines all key aspects of opening and expanding a live agent call center, with in-depth coverage on facilities and workstation design; site selection, including communications and power backups; f

Call Center Operation

Call Center Operation PDF

Author: Duane Sharp

Publisher: Elsevier

Published: 2003-05-14

Total Pages: 320

ISBN-13: 0080490611

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Every customer-facing corporation has at least one call center. In the United States, call centers handle a billion calls per year. Call Center Operation gives you complete coverage of the critical issues involved in the design, implementation, organization, and management of a customer call center. Sharp provides information on advanced technology tools for workforce management, workshop examples for training call center staff, and an analysis of the significance of the call center to overall corporate customer relationship strategies. A special feature of the book is its focus on call center case studies, describing a number of successful call center strategies and best practices, selected from various business sectors - financial, retail, healthcare, travel, technology, and others. These case studies provide useful guidelines based on successful corporate call centers that will guide you in establishing and maintaining the most effective call center operation for your enterprise. · Presents key concepts and techniques, including a formal development process, in a real-world context · Provides extensive management guidelines · Stresses the importance of staff selection and training

Call Centers For Dummies

Call Centers For Dummies PDF

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.

Building Call Center Culture

Building Call Center Culture PDF

Author: Dan Coen

Publisher: Dcd Pub

Published: 2001-01-01

Total Pages: 201

ISBN-13: 9780966043624

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Building Call Center Culture is a complete management book for every team lead, supervisor, manager and senior executive that supervises outbound and inbound sales and customer service contact centers. It stands out in two distinct ways from many other management books. First, Building Call Center Culture focuses entirely on managing the unique culture and environment that is a call center and customer contact center. Second, it is dedicated to the people-to-people side of the call center. People count, motivation matters and creating a world class communication culture is critical to success. By exploring the human side of call center operations, Building Call Center Culture identifies people supervision as its central premise.

The Executive Guide to Call Center Metrics

The Executive Guide to Call Center Metrics PDF

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.

Call Centers For Dummies

Call Centers For Dummies PDF

Author: Real Bergevin

Publisher: John Wiley & Sons

Published: 2010-05-11

Total Pages: 384

ISBN-13: 9780470678404

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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.

Encyclopedia of Business in Today's World

Encyclopedia of Business in Today's World PDF

Author: Charles Wankel

Publisher: SAGE

Published: 2009-06-12

Total Pages: 537

ISBN-13: 141296427X

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Serving as a general, nontechnical resource for students and academics, these volumes provide an understanding of the development of business as practiced around the world.

Call Center Operation

Call Center Operation PDF

Author: Duane Sharp

Publisher: Digital Press

Published: 2003-04-14

Total Pages: 322

ISBN-13: 9781555582777

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Complete coverage of the critical issues to set up, manage and efficiently maintain a call center.

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