Book : Call Centers For Dummies - Bergevin, Real

-Titulo Original : Call Centers For Dummies

-Fabricante :

For Dummies

-Descripcion Original:

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 thats transforming todays call center and the location-neutral call center. It also helps readers determine whether its cost-efficient to outsource operations and looks at the changing role and requirements of agents.The ultimate call center guide, now revised and updatedThe authors have helped over 60 companies improve the efficiency and effectiveness of their call center operationsOffers comprehensive guidance for call centers of all sizes, from 20-person operations to multinational businessesWith the latest edition of Call Centers For Dummies, managers will have an improved arsenal of techniques to boost their centers bottom line. From the Inside Flap Learn to:Locate, design, and build a call centerMeasure productivity and quality and set appropriate goalsGain efficiency through scheduling and technologyBuild and retain high-performance teamsYour friendly guide to profitable call center managementThe call center industry is one of the worlds most rapidly growing and fastest changing. For call center managers or anyone who just wants the inside scoop on this exciting field, this guide is a must-read. Loaded with best practices from the most successful call centers around the world, Call Centers For Dummies covers everything you need to know, whether youre just setting up shop or looking to improve your operations. Start from the ground up - investigate where to locate and how to build a call center, understand the roles and responsibilities in a call center team, and consider the outsourcing optionCall center business basics - create a successful call center business model, determine achievable goals, and measure your centers progress through business driversEnsure proper resource management - discover how to always have the right staff levels - including home agents - through forecasting and schedulingGain efficiency through technology - see how advances in call center technology, such as interactive voice response and Voice over Internet Protocol, can help your call center agents be more productiveBuild high-performance teams - recruit and retain the best people by providing great training and keeping your agents motivatedKeep improving - explore strategies to identify areas of improvement and learn how to manage change within your call centerOpen the book and find:How to develop a positive company culture and high employee engagementStrategies to improve your customer satisfaction scores and first-call resolutionTips for designing the ideal space for your centerHow to select the right outsourcing partnerHow to create people-friendly work schedulesHow to set up a home agent programWays to decrease costs and increase efficiency From the Back Cover Learn to:Locate, design, and build a call centerMeasure productivity and quality and set appropriate goalsGain efficiency through scheduling and technologyBuild and retain high-performance teamsYour friendly guide to profitable call center managementThe call center industry is one of the worlds most rapidly growing and fastest changing. For call center managers or anyone who just wants the inside scoop on this exciting field, this guide is a must-read. Loaded with best practices from the most successful call centers around the world, Call Centers For Dummies covers everything you need to know, whether youre just setting up shop or looking to improve your operations. Start from the ground up - investigate where to locate and how to build a call center, understand the roles and responsib