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

The Executive Guide to Call Center Metrics

Author: James C. Abbott
Publisher: Robert Houston Smith Publishers
ISBN: 1887355081
Category : Business & Economics
Languages : en
Pages : 200

Book Description
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 Center Management on Fast Forward

Author: Brad Cleveland
Publisher: ICMI Inc.
ISBN: 9780965909303
Category : Business & Economics
Languages : en
Pages : 312

Book Description
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 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.

Piano & Keyboard All-in-One For Dummies

Author: Holly Day
Publisher: John Wiley & Sons
ISBN: 1119700841
Category : Music
Languages : en
Pages : 647

Book Description
The comprehensive go-to guide for building keyboard skills Being able to play a tune on the piano can bring you a lifetime of sheer aesthetic pleasure—and put you in serious demand at parties! Whatever your motivation for tinkling the ivories, the latest edition of Piano & Keyboard All-In-One For Dummies gives you the essentials you need both to build your playing skills and expand your knowledge of music theory, from deciding what keyboard suits you best to musing on the science of what makes music so emotionally compelling. This indispensable resource combines the best of Piano For Dummies, Keyboard For Dummies, Music Theory For Dummies, and Piano Exercises For Dummies and includes practice strategies, as well as access to streaming and downloadable audio to help guide your progress. In addition to becoming acquainted with the latest in music theory, you'll learn to develop your sight-reading skills and performance techniques—until you can reproduce pieces flawlessly on request! Choose and care for your keyboard Practice until perfect Compose your own songs Hook up to speakers, computers, and more Learning to play the keys is a never-ending journey of new discoveries and joy, and there's no better companion on your voyage than this friendly, erudite, and comprehensive guide. P.S. If you think this book seems familiar, you're probably right. The Dummies team updated the cover and design to give the book a fresh feel, but the content is the same as the previous release of Piano and Keyboard AIO For Dummies (9781118837429). The book you see here shouldn't be considered a new or updated product. But if you're in the mood to learn something new, check out some of our other books. We're always writing about new topics!

Twitch For Dummies

Author: Tee Morris
Publisher: John Wiley & Sons
ISBN: 1119540291
Category : Computers
Languages : en
Pages : 395

Book Description
The first full resource to offer advice on tapping into Twitch Twitch got its start as a live-streaming platform mostly populated by gamers and their fans. It's quickly grown to host streaming events of all kinds—concerts, conferences, production events like podcast recording sessions, and even pro sports. Twitch For Dummies helps initiate those new to streaming with advice on how to launch and build a Twitch channel. Podcasting For Dummies author Tee Morris guides readers through the basics of starting a channel, streaming games or live events, growing and interacting with an audience, and how to overcome common tech glitches. • Build a streaming studio • Create your Twitch profile • Find successful streaming strategies • Interact with your audience This guide offers friendly, reliable advice for broadcasters, marketers, and video fans on how to tap into the most popular online live-streaming service.

Complete MBA For Dummies

Author: Kathleen Allen
Publisher: John Wiley & Sons
ISBN: 0470194294
Category : Business & Economics
Languages : en
Pages : 441

Book Description
Your guide to understanding the basics of an MBA Want to get an MBA? The Complete MBA For Dummies, 2nd Edition, is the practical, plain-English guide that covers all the basics of a top-notch MBA program, helping you to navigate today’s most innovative business strategies. From management to entrepreneurship to strategic planning, you’ll understand the hottest trends and get the latest techniques for motivating employees, building global partnerships, managing risk, and manufacturing. This fun, easy-to-access guide is full of useful information, tips, and checklists that will help you lead, manage, or participate in any business at a high level of competence. You’ll find out how to use databases to your advantage, recognize and reward your employees, analyze financial statements, and understand the challenges of strategic planning in a global business environment. You’ll also learn the basic principals of accounting, get a grip on the concepts behind stocks and bonds, and find out how technology has revolutionized everything from manufacturing to marketing. Discover how to: Know and respond to your customers’ needs Handle budgets and forecasts Recruit and retain top people Establish and run employee teams Use Sarbanes-Oxley to your company’s advantage Negotiate with the best of them Build long-term relationships with clients Avoid common managerial mistakes Improve cash flow Market your products and services Make the most of your advertising dollar Once you know what an MBA knows, the sky’s the limit. Read The Complete MBA For Dummies, 2nd Edition, and watch your career take off!