Call Centers For Dummies^?, 2nd Edition

by Real Bergevin; Afshan Kinder; Winston Siegel; Bruce Simpson

• ISBN13: 9780470678404
• ISBN10: 0470678402
• Format: eBook
• Copyright: 2010-03-01
• Publisher: For Dummies

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.

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.