Call Center Management on Fast Forward : Succeeding in Today's Dynamic Inbound Environment

by Cleveland, Brad

• ISBN13: 9780965909303
• ISBN10: 0965909301
• Format: Paperback
• Copyright: 1997-01-01
• Publisher: Call Center Pr

Author Biography

It is likely that Brad Cleveland has contact with more call center managers than any other person worldwide. He is a sought-after speaker and consultant, and has trained thousands of call center managers throughout North America, Europe and the Pacific Rim. He is president of Incoming Calls Management Institute (ICMI), based in Annapolis, Maryland. Julia Mayben is a freelance writer based in Annapolis, Maryland. She is a regular contributor to Service Level Newsletter, and has covered the call center beat from coast to coast and internationally. She is a veteran of the corporate communications field and has won several awards for her work.

Table of Contents

Acknowledgments	p. xiii
Foreword	p. xv
The Vibrant Inbound Environment	p. 1
Familiar Challenges, New Opportunities	p. 3
Three Driving Forces in Incoming Call Centers	p. 11
A Planning and Management Framework	p. 23
Service Level, The Core Value	p. 25
Acquiring Necessary Data	p. 45
Forecasting Call Load...Etc.	p. 53
Determining Base Staff and Trunks Required	p. 79
Scheduling Efficiently and Sufficiently	p. 107
Understanding Inbound Dynamics	p. 127
How Incoming Call Centers Behave	p. 129
Conveying Call Center Activity to Senior Management	p. 145
Managing Service Level in Real-Time	p. 159
Rethinking Quality and Productivity	p. 177
Service Level With Quality	p. 179
Assessing Performance in a New Era	p. 201
Leadership in the Digital Age	p. 217
New Technologies, New Possibilities	p. 219
Characteristics of the Best Managed Call Centers	p. 235
Sample Job Description for Incoming Call Center Managers	p. 249
Notes	p. 253
Glossary	p. 259
Index	p. 277
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