Parameters
- 440 pages
- 16 hours of reading
More about the book
The industry s No. 1 selling book on call center management! Now updated and expanded, "Call Center Management on Fast Forward"; is the most comprehensive source available on running a call center. It covers every aspect of call center management - service level, forecasting, scheduling, resource calculations, metrics, quality, budgeting, reporting, strategy and key enabling technologies - in a format that is well-organized and easy to understand. The updated and expanded edition contains important new information, Trends in customer expectations; Best practices in performance reports and objectives; How to create an effective customer access strategy appropriate for today's environment; How to manage multichannel contacts with quality; New technologies and how they re changing customer contact services; Improving the call center s strategic impact and ROI; New case studies and examples from Wells Fargo, Starbucks, Aetna and many others.
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Call Center Management on Fast Forward, Brad Cleveland
- Language
- Released
- 2006
- product-detail.submit-box.info.binding
- (Paperback)
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- Title
- Call Center Management on Fast Forward
- Language
- English
- Authors
- Brad Cleveland
- Publisher
- ICMI Press
- Released
- 2006
- Format
- Paperback
- Pages
- 440
- ISBN10
- 1932558063
- ISBN13
- 9781932558067
- Series
- Rating
- 3.95 out of 5
- Description
- The industry s No. 1 selling book on call center management! Now updated and expanded, "Call Center Management on Fast Forward"; is the most comprehensive source available on running a call center. It covers every aspect of call center management - service level, forecasting, scheduling, resource calculations, metrics, quality, budgeting, reporting, strategy and key enabling technologies - in a format that is well-organized and easy to understand. The updated and expanded edition contains important new information, Trends in customer expectations; Best practices in performance reports and objectives; How to create an effective customer access strategy appropriate for today's environment; How to manage multichannel contacts with quality; New technologies and how they re changing customer contact services; Improving the call center s strategic impact and ROI; New case studies and examples from Wells Fargo, Starbucks, Aetna and many others.