Note: Supplemental materials are not guaranteed with Rental or Used book purchases.
Purchase Benefits
What is included with this book?
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. |
The New copy of this book will include any supplemental materials advertised. Please check the title of the book to determine if it should include any access cards, study guides, lab manuals, CDs, etc.
The Used, Rental and eBook copies of this book are not guaranteed to include any supplemental materials. Typically, only the book itself is included. This is true even if the title states it includes any access cards, study guides, lab manuals, CDs, etc.