Mehr zum Buch
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.
Buchkauf
Call Center Management on Fast Forward, Brad Cleveland
- Sprache
- Erscheinungsdatum
- 2006
- Einband
- (Paperback)
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- Sprache
- Englisch
- Autor*innen
- Brad Cleveland
- Verlag
- ICMI Press
- Erscheinungsdatum
- 2006
- Einband
- Paperback
- Seitenzahl
- 440
- ISBN10
- 1932558063
- ISBN13
- 9781932558067
- Reihe
- Schlagwörter
- Sachbücher, Handel, Wirtschaft & Management, Handbücher und Anleitungen, Marketing & Vertrieb
- Bewertung
- 3,95 von 5 Sternen
- Beschreibung
- 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.