The Real-time Contact Center PDF Download

Author: Donna Fluss
Publisher: Amacom Books
ISBN: 9780814472569
Category : Business & Economics
Languages : en
Pages : 256

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Book Description
New technology and best practices to turn your contact center into a revenue generator.

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

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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.

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

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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.

Author: Réal Bergevin
Publisher: For Dummies
ISBN: 9780470835494
Category : Business & Economics
Languages : en
Pages : 0

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Book Description
A fun and simple guide to improving call center management and response Call Centers For Dummies serves as the ideal resource for call center managers. Concentrating on revenue generation, efficiency, and customer satisfaction, it helps managers improve their results and affect their company's bottom line. With new tools and tactics specifically designed for call center managers, Call Centers For Dummies helps put a value on customer relations efforts undertaken in call centers and helps managers implement new strategies for continual improvement of customer service.

Author:
Publisher:
ISBN:
Category : Computer service industry
Languages : en
Pages : 738

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Author: IEEE Computer Society. Technical Committee on Real-Time Systems
Publisher: Institute of Electrical & Electronics Engineers(IEEE)
ISBN:
Category : Real-time control
Languages : en
Pages : 188

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Author: Rick DeLisi
Publisher: John Wiley & Sons
ISBN: 1119841909
Category : Business & Economics
Languages : en
Pages : 262

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Book Description
Digital Customer Service is the new standard for creating a 5-star customer experience As much as technology has improved our lives, for many people customer service experiences remain unnecessarily frustrating. But the advent of Digital Customer Service (DCS) promises to make these interactions seamless and effortless by creating experiences that occur entirely on a customer's own screen, even in situations where it is preferable to speak to an agent. Digital Customer Service: Transforming Customer Experience for an On-Screen World traces the evolution of customer service—as well as the evolution of customer expectations and the underlying psychology that drives customer behavior - from the days of the first call centers in the 1980s all the way to today's digital world. Written for Customer Service and Customer Experience leaders as well as C-suite executives (CEOs, CFOs, CIOs), Digital Customer Service helps business leaders balance three critical priorities: Creating an excellent experience for customers that increases customer loyalty and profitability Driving down the cost of Customer Service/Support interactions, while increasing revenue through Sales interactions Moving quickly toward the goal of "digital transformation" We have discovered—in our research and our first-hand experience—that when companies commit to achieving true Digital Customer Service, they can make significant progress toward all three of these goals at once. Digital Customer Service provides the roadmap for how your company can get there. And when you do, who wins? EVERYONE.

Author:
Publisher:
ISBN:
Category : Middle East
Languages : en
Pages : 358

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Author: Ger Koole
Publisher: Lulu.com
ISBN: 9082017903
Category : Call centers
Languages : en
Pages : 159

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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.

Author:
Publisher:
ISBN:
Category : Inventory control
Languages : en
Pages : 816

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