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Service Related Book Reviews
Call Center
Forecasting & Scheduling There is simply no way to establish
and operate an effective call center environment without a
solid understanding of the principles behind forecasting,
staffing, scheduling, service level, queuing dynamics and
real-time management. Originally published in the pages of
Call Center Management Review, these articles were
selected for their educational value, practicality, and most
importantly, coverage of timeless call center management
principles. 104 pages, paperback, more than 35 charts and
graphs.
Brad Cleveland is
President and CEO of ICMI, and Publisher of Call Center
Management Review. He is author of ICMI’s Call Center
Management Dictionary, co-author of Call Center
Management on Fast Forward, and co-editor of ICMI’s
handbook/study guide series of publications on call center
management.
How to choose the best call center tools and
systems · How to get the most out of ACDs (automatic call
distributors) and other complex systems in order to boost
customer satisfaction and increase sales · Includes three
ready to use RFPs (request for proposals) for buying an ACD,
computer telephony system, or recording and analysis solution
Phone calls and emails from customers are not
just "events"; they are significant milestones in customer
relationships. This book presents a roadmap showing you how to
significantly improve customer relationships - whether via
phone, mail, fax, email, or Web - by making the best use of
call center technology.
You'll discover how to navigate the business,
technical, and financial issues in building and managing a
customer contact center. The book shows you how to foster
enhanced customer satisfaction at a reasonable cost, and how
to make the call center an engine of business growth by using
technology to up-sell and generate new revenues from existing
customers.
No other book provides such practical,
in-depth information on managing a call center's technology
and workflow. Key topics include staffing, network basics,
ACDs; disaster recovery, data gathering and reporting,
customer experience mapping and management, CRM, and much
more.
Call center operations is a specialized
management field with its own theories and terminology. The
fundamental dynamics of the randomly arriving call center
workload create multiple challenges in the areas of
forecasting, staffing, technology and facilities management. A
firm understanding of these challenges is required for a call
center leader to accomplish the objectives of the organization
and satisfy customers.
The Call Center Operations Management Handbook
and Study Guide provides this solid foundation through an
examination of key performance indicators, call center
planning and management processes, call center technology and
facilities management. The guide begins with an explanation of
service level and response time — key objectives that measure
the accessibility of the center. A detailed examination of
other key performance indicators follows. The third section of
the guide provides an in-depth discussion of the planning and
management processes upon which call center operations depend,
including forecasting, staffing and scheduling. The guide then
transitions from processes to technology with an integrated
look at the technologies present in the best of today’s
centers. The guide closes with site selection, call center
design, health and safety issues, and disaster recovery
principles.
Call
Center
Virtual
Office
Cellular
& Mobile Industry
Call
Center Telemarketing
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