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Editorial Reviews
Product 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, including: 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.
From the Publisher
Written by Brad Cleveland, the president of ICMI and one of the world's foremost authorities on call center management and customer services, Call Center Management on Fast Forward has been the industry's standard reference on running a call center operation since it was originally published in 1997. Many of the processes and policies currently in place in leading service organizations around the world were developed from the books guidelines and suggestions. The updated and expanded edition provides a much-needed update that addresses the dramatic changes that have occurred in the call center industry over the years.
See all Editorial Reviews
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, including: 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.
From the Publisher
Written by Brad Cleveland, the president of ICMI and one of the world's foremost authorities on call center management and customer services, Call Center Management on Fast Forward has been the industry's standard reference on running a call center operation since it was originally published in 1997. Many of the processes and policies currently in place in leading service organizations around the world were developed from the books guidelines and suggestions. The updated and expanded edition provides a much-needed update that addresses the dramatic changes that have occurred in the call center industry over the years.
See all Editorial Reviews
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Inside This Book
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Key Phrases - Statistically Improbable Phrases (SIPs):
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customer access strategy, rostered staff factor, forecast call load, random call arrival, peaked traffic, caller tolerance, call center objectives, call center planning, response time objectives, average handling time, many call center managers, customer contact environment, other routing systems, evolving customer expectations, leading call centers, staffing calculations, improving call center, pooling principle, invisible queue, calls per agent, average talk time, service level objective, many call centers, workforce planners, workforce management systems Key Phrases - Capitalized Phrases (CAPs): (learn more)
Agent Type, Banker Connection, Calculate Base Staff Organize Schedules, Calculate Costs Forecast Call Load, Call Center Management Review, Acquiring Necessary Data, Boosting Individual Performance, Example Applications, Characteristics of the Best-Managed Call Centers, Driving Forces, Familiar Challenges, Skill Choice, Back Announcement, Core Value, Levels of Service Lowe, Peter Drucker, Ring Delay Average, Trunk Load Agents New!
Books on Related Topics | Concordance | Text Stats Browse Sample Pages:
Front Cover | Table of Contents | First Pages | Index | Back Cover | Surprise Me!
customer access strategy, rostered staff factor, forecast call load, random call arrival, peaked traffic, caller tolerance, call center objectives, call center planning, response time objectives, average handling time, many call center managers, customer contact environment, other routing systems, evolving customer expectations, leading call centers, staffing calculations, improving call center, pooling principle, invisible queue, calls per agent, average talk time, service level objective, many call centers, workforce planners, workforce management systems Key Phrases - Capitalized Phrases (CAPs): (learn more)
Agent Type, Banker Connection, Calculate Base Staff Organize Schedules, Calculate Costs Forecast Call Load, Call Center Management Review, Acquiring Necessary Data, Boosting Individual Performance, Example Applications, Characteristics of the Best-Managed Call Centers, Driving Forces, Familiar Challenges, Skill Choice, Back Announcement, Core Value, Levels of Service Lowe, Peter Drucker, Ring Delay Average, Trunk Load Agents New!
Books on Related Topics | Concordance | Text Stats Browse Sample Pages:
Front Cover | Table of Contents | First Pages | Index | Back Cover | Surprise Me!
Citations (learn more)
This book cites 15
books:
See all 15 books this book cites
- Out of the Crisis by W. Edwards Deming on page 284, Back Matter (1), and Back Matter (2)
- Driving Peak Sales Performance in Call Centers by Mary Murcott in Front Matter, page 259, and Back Matter
- Les Miserables by Victor Hugo on page 288, and Back Matter
- Principles of Forecasting (International Series in Operations Research & Management Science) by J. Scott Armstrong on page 105, and Back Matter
- The Organized Executive: A Program for Productivity--New Ways to Manage Time, Paper, People, and the Digital Office by Stephanie Winston on page 220, and Back Matter
See all 15 books this book cites
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74% buy the item featured on this page: Call Center Management on Fast Forward: Succeeding in Today's Dynamic Customer Contact Environment (Updated and Expanded Edition) $26.37 |
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9% buy Call Centers For Dummies (For Dummies (Computer/Tech)) $16.49 |
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6% buy The Executive Guide to Call Center Metrics $23.07 |
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6% buy The Real-Time Contact Center: Strategies, Tactics, and Technologies for Building a Profitable Service and Sales Operation $20.40 |
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