Call Centers For Dummies 2nd Edition by Real Bergevin (PDF)

Description

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 that’s transforming today’s call center and the location-neutral call center. It also helps readers determine whether it’s 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 center’s bottom line.

User’s Reviews

Editorial Reviews: 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 world’s 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 you’re 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 center’s 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 world’s 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 you’re 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 center’s 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 About the Author Réal Bergevin is executive vice president of Transcom Worldwide. Afshan Kinder, Winston Siegel, and Bruce Simpson are partners in SwitchGear Consulting, a company specializing in call centers and change management. SwitchGear’s clients include companies such as Scotiabank, TELUS, and Ceridian. Read more

Reviews from Amazon users which were colected at the time this book was published on the website:

⭐Great ideas this book. I highly recommend it

⭐reviewed the product to determine if it would be helpful for a newbie needing to learn call center basics. I found it helpful but the manager needs to learn the basics first.

⭐Cuts to the chase

⭐Very helpful to me in my entering the world of call centers. This was very helpful to a noob like myself. I was able to understand the industry as a whole better, and understand my part in it.

⭐If you want to build a basic understanding of what life in a call center and the “nuts& bolts” are bout then this book is for you. However, if you’re looking for ways to refine your call center, then look on. Good Read.

⭐I reference this book often in the changing world of Contact Center Management. Metrics often are interrupted many different ways and this book offers clear concepts and helpful hints.

⭐This book covers the essentials of running a call centre, the chapter on analysis is of particular use to me as I am involved in doing just that for my unit. I would recommend this book.

⭐Great book for call center management.

⭐Perfect – thanks.

⭐Ich muss sagen, für einen Laien ist das Buch super. Es gibt einen sehr guten Einblick wie so ein Servicecenter funktioniert.

⭐Not found.

⭐Absolutly out of date. It does not shows the technological revolution call center has experieced. Neither talks about kpis.

⭐No hay nada que en este libro este escrito que no sea útil. Es ideal para conocer todo los detalles de administrar un exitoso call center

⭐Not found.

⭐Schnelle Lieferung und gute Qualität

⭐Not found.

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