As one of the titles in the American Productivity & Quality Center’s Passport to Success series, Call Center Operations: A Guide for Your Journey to Best-Practice Processes provides readers with a comprehensive understanding of what it takes to achieve successful call center operations. Based on years of research into the practices of leading organizations--and supported by examples of best practices and tips from actual practitioners--this book will guide readers in their own call center efforts.
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Editorial Reviews
Review
"A very readable, practical checklist to make sure you are not missing any key best practices." -- John Goodman, e-Satisfy
"Take the time to absorb the richness of this book, and use it to chart and stay your course." -- Kathryn Jackson, Response Design Corporation, 2000
"This succinct but idea-packed guide won't waste your time." -- Brad Cleveland, Call Center Management Review
"Take the time to absorb the richness of this book, and use it to chart and stay your course." -- Kathryn Jackson, Response Design Corporation, 2000
"This succinct but idea-packed guide won't waste your time." -- Brad Cleveland, Call Center Management Review
About the Author
For more than two decades the American Productivity & Quality Center has remained steadfast in its mission of working with people and organizations around the world to improve productivity and quality. A nonprofit organization supported by nearly 500 companies, government organizations, and educational institutions, we:
--discover, research, and understand emerging and effective methods of both individual and organizational improvement;
--broadly disseminate our findings through education, advisory, and information services; and
--connect individuals with one another and with the knowledge, resources, and tools they need to successfully manage improvement and change.
APQC has become a world-renowned resource for process and performance improvement for organizations of all sizes across all industries. We provide the tools, information, expertise, and support needed to discover and implement best practices in a variety of areas.
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This review is from: Call Center Operations: A Guide for Your Journey to Best-Practice Processes (Paperback)
This book introduces some best practices in managing a call center. It's a good way to check where you are in terms of customers and employees, as well as strategy, position, technology, and measures. After each element is explained, the book lists some questions to ask yourself and what can stop you from improving. It's a good basic
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Inside This Book
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First Sentence:
The following quiz is designed to help you determine the current state of your call center. Read the first page Key Phrases - Statistically Improbable Phrases (SIPs): (learn more)
successful call centers, call center reps, call center operations, call center managers Key Phrases - Capitalized Phrases (CAPs): (learn more)
Ascend Communications, Eddie Bauer, Landmark Five, Enhance Customer Satisfaction, Leveraging Call Center Investments, Lucent Technologies New!
Books on Related Topics | Concordance | Text Stats Browse Sample Pages:
Front Cover | Table of Contents | First Pages | Back Cover | Surprise Me!
The following quiz is designed to help you determine the current state of your call center. Read the first page Key Phrases - Statistically Improbable Phrases (SIPs): (learn more)
successful call centers, call center reps, call center operations, call center managers Key Phrases - Capitalized Phrases (CAPs): (learn more)
Ascend Communications, Eddie Bauer, Landmark Five, Enhance Customer Satisfaction, Leveraging Call Center Investments, Lucent Technologies New!
Books on Related Topics | Concordance | Text Stats Browse Sample Pages:
Front Cover | Table of Contents | First Pages | Back Cover | Surprise Me!
Books on Related Topics
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