Call Centers For Dummies

Author: Real Bergevin
Publisher: John Wiley & Sons
ISBN: 0470678402
Category : Business & Economics
Languages : en
Pages : 391

Book Description
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.

Call Centers For Dummies

Author: Real Bergevin
Publisher: John Wiley & Sons
ISBN: 0470677430
Category : Business & Economics
Languages : en
Pages : 391

Call Centers for Dummies, 2nd Edition

Author: Real Bergevin
Publisher:
ISBN:
Category : Call centers
Languages : en
Pages :

Book Description

Call Center Optimization

Author: Ger Koole
Publisher: Lulu.com
ISBN: 9082017903
Category : Business & Economics
Languages : en
Pages : 159

Book Description
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.

Call Center Staffing

Author: Penny Reynolds
Publisher: Call Center School Press
ISBN: 9780974417905
Category : Call centers
Languages : en
Pages : 197

Book Description

Call Center Rocket Science

Author: Randy Rubingh
Publisher: Createspace Independent Pub
ISBN: 9781482740103
Category : Business & Economics
Languages : en
Pages : 206

Book Description
"I once heard it said that running a call center is not rocket science. While you may not need the skills and education of an aerospace engineer, successful call center management does require certain skills and insight."-RANDY RUBINGH Call Center Rocket Science gives practical, hands on advice for today's customer service professionals. Here you will find real world advice on a wide variety of topics essential to effective call center management including: Recruiting and Hiring: How to find great agents, what to look for in a candidate, how to weed out applicants that may not be a good fit, closing the best candidates. Training: How to develop an effective new hire training course that prepares reps to take successfully take calls starting their first day on the floor. Effective Role playing strategies to increase effectiveness of training. Management: Creating a world class culture to motivate and retain your staff. How to look at and understand call center statistics. Call Center Operations: How to handle the day to day activity of a call center, and manage the business without constantly fighting fires. Outsourcing: For outsourcers- tips on how to make your client satisfied and give you more business. For those who outsource there are tips on how to get below the surface to truly understanding the level of service being provided by your service provider. Overall 110 tips that most centers can implement right away and receive immediate benefit of improved operations, and higher levels of employee and customer satisfaction.

Chemistry For Dummies

Author: John T. Moore
Publisher: John Wiley & Sons
ISBN: 1119297281
Category : Science
Languages : en
Pages : 404

Book Description
Chemistry For Dummies, 2nd Edition (9781119293460) was previously published as Chemistry For Dummies, 2nd Edition (9781118007303). While this version features a new Dummies cover and design, the content is the same as the prior release and should not be considered a new or updated product. See how chemistry works in everything from soaps to medicines to petroleum We're all natural born chemists. Every time we cook, clean, take a shower, drive a car, use a solvent (such as nail polish remover), or perform any of the countless everyday activities that involve complex chemical reactions we're doing chemistry! So why do so many of us desperately resist learning chemistry when we're young? Now there's a fun, easy way to learn basic chemistry. Whether you're studying chemistry in school and you're looking for a little help making sense of what's being taught in class, or you're just into learning new things, Chemistry For Dummies gets you rolling with all the basics of matter and energy, atoms and molecules, acids and bases, and much more! Tracks a typical chemistry course, giving you step-by-step lessons you can easily grasp Packed with basic chemistry principles and time-saving tips from chemistry professors Real-world examples provide everyday context for complicated topics Full of modern, relevant examples and updated to mirror current teaching methods and classroom protocols, Chemistry For Dummies puts you on the fast-track to mastering the basics of chemistry.

R For Dummies

Author: Andrie de Vries
Publisher: John Wiley & Sons
ISBN: 1119963133
Category : Computers
Languages : en
Pages : 470

Book Description
Master the programming language of choice among statisticians and data analysts worldwide Coming to grips with R can be tough, even for seasoned statisticians and data analysts. Enter R For Dummies, the quick, easy way to master all the R you'll ever need. Requiring no prior programming experience and packed with practical examples, easy, step-by-step exercises, and sample code, this extremely accessible guide is the ideal introduction to R for complete beginners. It also covers many concepts that intermediate-level programmers will find extremely useful. Master your R ABCs ? get up to speed in no time with the basics, from installing and configuring R to writing simple scripts and performing simultaneous calculations on many variables Put data in its place ? get to know your way around lists, data frames, and other R data structures while learning to interact with other programs, such as Microsoft Excel Make data dance to your tune ? learn how to reshape and manipulate data, merge data sets, split and combine data, perform calculations on vectors and arrays, and much more Visualize it ? learn to use R's powerful data visualization features to create beautiful and informative graphical presentations of your data Get statistical ? find out how to do simple statistical analysis, summarize your variables, and conduct classic statistical tests, such as t-tests Expand and customize R ? get the lowdown on how to find, install, and make the most of add-on packages created by the global R community for a wide variety of purposes Open the book and find: Help downloading, installing, and configuring R Tips for getting data in and out of R Ways to use data frames and lists to organize data How to manipulate and process data Advice on fitting regression models and ANOVA Helpful hints for working with graphics How to code in R What R mailing lists and forums can do for you

Public Relations For Dummies

Author: Eric Yaverbaum
Publisher: John Wiley & Sons
ISBN: 111805279X
Category : Business & Economics
Languages : en
Pages : 391

Book Description
Proven techniques that maximize media exposure for your business A seasoned PR pro shows you how to get people talking When it comes to public relations, nothing beats good word of mouth. Want to get customers talking? This friendly guide combines the best practical tools with insight and flair to provide guidance on every aspect of PR, so you can launch a full-throttle campaign that'll generate buzz -- and build your bottom line. Discover how to * Map a winning PR strategy * Grab attention with press releases, interviews, and events * Cultivate good media relations * Get print, TV, radio, and Internet coverage * Manage a PR crisis

Paralegal Career For Dummies

Author: Scott A. Hatch
Publisher: John Wiley & Sons
ISBN: 1118052978
Category : Law
Languages : en
Pages : 384

Book Description
Apply important legal concepts and skills you need to succeed Get educated, land a job, and start making money now! Want a new career as a paralegal but don't know where to start? Relax! Paralegal Career For Dummies is the practical, hands-on guide to all the basics -- from getting certified to landing a job and getting ahead. Inside, you'll find all the tools you need to succeed, including a CD packed with sample memos, forms, letters, and more! Discover how to * Secure your ideal paralegal position * Pick the right area of the law for you * Prepare documents for litigation * Conduct legal research * Manage a typical law office Sample resumes, letters, forms, legal documents, and links to online legal resources. Please see the CD-ROM appendix for details and complete system requirements.