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Learn to:
- Locate, design, and build a call center
- Measure productivity and quality and set appropriate goals
- Gain efficiency through scheduling and technology
- Build and retain high-performance teams
Your friendly guide to profitable call center management
The 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 option
- Call center business basics ? create a successful call center business model, determine achievable goals, and measure your center's progress through business drivers
- Ensure proper resource management ? discover how to always have the right staff levels ? including home agents ? through forecasting and scheduling
- Gain 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 productive
- Build high-performance teams ? recruit and retain the best people by providing great training and keeping your agents motivated
- Keep improving ? explore strategies to identify areas of improvement and learn how to manage change within your call center
Open the book and find:
- How to develop a positive company culture and high employee engagement
- Strategies to improve your customer satisfaction scores and first-call resolution
- Tips for designing the ideal space for your center
- How to select the right outsourcing partner
- How to create people-friendly work schedules
- How to set up a home agent program
- Ways to decrease costs and increase efficiency
Learn to:
- Locate, design, and build a call center
- Measure productivity and quality and set appropriate goals
- Gain efficiency through scheduling and technology
- Build and retain high-performance teams
Your friendly guide to profitable call center management
The 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 option
- Call center business basics ? create a successful call center business model, determine achievable goals, and measure your center's progress through business drivers
- Ensure proper resource management ? discover how to always have the right staff levels ? including home agents ? through forecasting and scheduling
- Gain 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 productive
- Build high-performance teams ? recruit and retain the best people by providing great training and keeping your agents motivated
- Keep improving ? explore strategies to identify areas of improvement and learn how to manage change within your call center
Open the book and find:
- How to develop a positive company culture and high employee engagement
- Strategies to improve your customer satisfaction scores and first-call resolution
- Tips for designing the ideal space for your center
- How to select the right outsourcing partner
- How to create people-friendly work schedules
- How to set up a home agent program
- Ways to decrease costs and increase efficiency
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.
Introduction 1
Part I: From the Ground Up: An Overview of the Call Center 7
Chapter 1: A First Look at Call Centers 9
Chapter 2: Business Basics: Models and Drivers and Goals, Oh My! 19
Chapter 3: Developing the Cast of Characters 43
Chapter 4: Building a Call Center of Your Own 65
Chapter 5: Choosing the Outsourcing Option 85
Part II: The Master Plan: Finance, Analysis, and Resource Management 107
Chapter 6: Analyze This! 109
Chapter 7: Right People, Right Place, Right Time: Resource Management 143
Chapter 8: Call Center Scheduling: Not As Simple As 1, 2, 3 157
Part III: Making Life Better with Technology 185
Chapter 9: An Introduction to Call Center Technology 187
Chapter 10: Technological Enhancements: Getting the Newest and Coolest Stuff 209
Chapter 11: Using Home Agents 221
Part IV: Creating High-Performance Teams 241
Chapter 12: Hiring and Training 243
Chapter 13: Creating a Coaching Culture 257
Chapter 14: Creating a Motivated Workforce 265
Part V: Ensuring Continuous Improvement 281
Chapter 15: The Power of Process Improvement 283
Chapter 16: Mastering Change in Your Organization 299
Chapter 17: Quality-Control Programs and Certifications 313
Part VI: The Part of Tens 321
Chapter 18: Ten Ways to Improve Agents' Job Satisfaction 323
Chapter 19: Ten Questions Every Call Center Manager Should Answer 329
Chapter 20: Almost Ten Ways to Decrease Call Center Costs and Increase Efficiency 335
Appendix A: Key Call Center Definitions and Concepts 341
Appendix B: Call Center Support Services 349
Index 353
| Erscheinungsjahr: | 2010 |
|---|---|
| Fachbereich: | Management |
| Genre: | Importe, Wirtschaft |
| Rubrik: | Recht & Wirtschaft |
| Medium: | Taschenbuch |
| Inhalt: |
Introduction.Part I: From the Ground Up: An Overview of the Call Center.Chapter 1: A First Look at Call Centers.Chapter 2: Business Basics: Models and Drivers and Goals
Oh My!Chapter 3: Developing the Cast of Characters.Chapter 4: Building a Call Center |
| ISBN-13: | 9780470677438 |
| ISBN-10: | 0470677430 |
| Sprache: | Englisch |
| Einband: | Kartoniert / Broschiert |
| Autor: |
Bergevin, Real
Kinder, Afshan Siegel, Winston Simpson, Bruce |
| Auflage: | 2nd edition |
| Hersteller: |
Wiley
John Wiley & Sons |
| Verantwortliche Person für die EU: | Libri GmbH, Europaallee 1, D-36244 Bad Hersfeld, gpsr@libri.de |
| Maße: | 233 x 190 x 25 mm |
| Von/Mit: | Real Bergevin (u. a.) |
| Erscheinungsdatum: | 03.05.2010 |
| Gewicht: | 0,58 kg |
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.
Introduction 1
Part I: From the Ground Up: An Overview of the Call Center 7
Chapter 1: A First Look at Call Centers 9
Chapter 2: Business Basics: Models and Drivers and Goals, Oh My! 19
Chapter 3: Developing the Cast of Characters 43
Chapter 4: Building a Call Center of Your Own 65
Chapter 5: Choosing the Outsourcing Option 85
Part II: The Master Plan: Finance, Analysis, and Resource Management 107
Chapter 6: Analyze This! 109
Chapter 7: Right People, Right Place, Right Time: Resource Management 143
Chapter 8: Call Center Scheduling: Not As Simple As 1, 2, 3 157
Part III: Making Life Better with Technology 185
Chapter 9: An Introduction to Call Center Technology 187
Chapter 10: Technological Enhancements: Getting the Newest and Coolest Stuff 209
Chapter 11: Using Home Agents 221
Part IV: Creating High-Performance Teams 241
Chapter 12: Hiring and Training 243
Chapter 13: Creating a Coaching Culture 257
Chapter 14: Creating a Motivated Workforce 265
Part V: Ensuring Continuous Improvement 281
Chapter 15: The Power of Process Improvement 283
Chapter 16: Mastering Change in Your Organization 299
Chapter 17: Quality-Control Programs and Certifications 313
Part VI: The Part of Tens 321
Chapter 18: Ten Ways to Improve Agents' Job Satisfaction 323
Chapter 19: Ten Questions Every Call Center Manager Should Answer 329
Chapter 20: Almost Ten Ways to Decrease Call Center Costs and Increase Efficiency 335
Appendix A: Key Call Center Definitions and Concepts 341
Appendix B: Call Center Support Services 349
Index 353
| Erscheinungsjahr: | 2010 |
|---|---|
| Fachbereich: | Management |
| Genre: | Importe, Wirtschaft |
| Rubrik: | Recht & Wirtschaft |
| Medium: | Taschenbuch |
| Inhalt: |
Introduction.Part I: From the Ground Up: An Overview of the Call Center.Chapter 1: A First Look at Call Centers.Chapter 2: Business Basics: Models and Drivers and Goals
Oh My!Chapter 3: Developing the Cast of Characters.Chapter 4: Building a Call Center |
| ISBN-13: | 9780470677438 |
| ISBN-10: | 0470677430 |
| Sprache: | Englisch |
| Einband: | Kartoniert / Broschiert |
| Autor: |
Bergevin, Real
Kinder, Afshan Siegel, Winston Simpson, Bruce |
| Auflage: | 2nd edition |
| Hersteller: |
Wiley
John Wiley & Sons |
| Verantwortliche Person für die EU: | Libri GmbH, Europaallee 1, D-36244 Bad Hersfeld, gpsr@libri.de |
| Maße: | 233 x 190 x 25 mm |
| Von/Mit: | Real Bergevin (u. a.) |
| Erscheinungsdatum: | 03.05.2010 |
| Gewicht: | 0,58 kg |
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