Call Center Management on Fast Forward: Succeeding in Today's Dynamic Customer Contact Environment

Call Center Management on Fast Forward: Succeeding in Today's Dynamic Customer Contact Environment
ISBN-10
1932558063
ISBN-13
9781932558067
Category
Call centers
Pages
440
Language
English
Published
2006-11-10
Publisher
Cmp United Business Media
Author
Brad Cleveland

Description

The industry's number 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, including: 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.

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