9780470677438

Call Centers For Dummies

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  • ISBN13:

    9780470677438

  • ISBN10:

    0470677430

  • Edition: 2nd
  • Format: Paperback
  • Copyright: 2010-04-26
  • Publisher: For Dummies
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Summary

The fast and easy way to improve call center management and responseAre you a call center professional seeking trusted and practical advice for improving your results and positively affecting your company's bottom line? Now updated with coverage of the latest technological advancements and developments in the field, Call Centers For Dummies, 2nd Edition is the ultimate call center reference guide.With new tools and tactics specifically designed for call center managers, Call Centers For Dummies, 2nd Edition helps put value on customer relations efforts undertaken in call centers and shows you how to implement new strategies for continual improvement and superior customer service. Features new to this edition include Guidance on determining whether outsourcing is a cost-efficient option for your company Coverage of new technologies that help cut costs A look at how today's call centers can benefit from empowering their agentsLike any tech-driven industry, call centers are facing rapid change. With Call Centers For Dummies, 2nd Edition, you can be sure you're getting the most up-to-date, easy-to-follow coverage of this advancing field.

Author Biography

Réal Bergevin is executive vice president of Transcom Worldwide. Afshan Kinder, Winston Siegel, and Bruce Simpson are partners in SwitchGear Consulting, a company specializing in call centers and change management. SwitchGear's clients include companies such as Scotiabank, TELUS, and Ceridian.

Table of Contents

Introduction
From the Ground Up: An Overview of the Call Center
A First Look at Call Centers
Business Basics: Models and Drivers and Goals, Oh My!
Developing the Cast of Characters
Building a Call Center of Your Own
Choosing the Outsourcing Option
The Master Plan: Finance, Analysis, and Resource Management
Analyze This!
Right People, Right Place, Right Time: Resource Management
Call Center Scheduling: Not As Simple As 1, 2, 3
Making Life Better with Technology
An Introduction to Call Center Technology
Technological Enhancements: Getting the Newest and Coolest Stuff
Using Home Agents
Creating High-Performance Teams
Hiring and Training
Creating a Coaching Culture
Creating a Motivated Workforce
Ensuring Continuous Improvement
The Power of Process Improvement
Mastering Change in Your Organization
Quality-Control Programs and Certifi cations
The Part of Tens
Ten Ways to Improve Agents' Job Satisfaction
Ten Questions Every Call Center Manager Should Answer
Almost Ten Ways to Decrease Call Center Costs and Increase Effi ciency
Key Call Center Definitions and Concepts
Call Center Support Services
Index
Table of Contents provided by Publisher. All Rights Reserved.

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