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Gower Handbook of Call and Contact Centre Management
by Natalie Calvert
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Call centres and contact centres form an important and rapidly growing part of today's business world. They present a range of management challenges, from strategic decisions about how to develop a customer strategy, business planning, through to detailed considerations of staffing levels and appropriate technology. This new handbook, the first of its kind, provides a unique insight giving expert opinions on how to get the most out of your contact centre operations. Natalie Calvert, a specialist in the field, has brought together a team of 35 experienced practitioners who provide invaluable knowledge, share their experiences and draw on real-life examples to suggest practical solutions on a wide range of topics. This handbook is an indispensible guide and reference for call and contact centre managers, HR specialists and senior executives responsible for marketing, sales or customer services. The handbook is divided into six parts: I The business plan II The people factor III Contact centre technology IV Standards, processes, and outsourcing V Building profitable customer relationships VI The future.
Gower Handbook of Call and Contact Centre Management Natalie Calvert
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Shipped to over one million happy customersManage your contact center from anywhere With inContacts Supervisor-on-the-Go, you can manage your busy contact center from any location using your iPadThank you for your feedbackWomack, James PRead more Published on 13 July 1998 5.0 out of 5 starsGreat teaching materialinContact Analytics Data Sheets Simple to sophisticated: The ultimate in reporting flexibility! Pre-built Reports is your starter kit, use Direct Data Access for full reporting customizationPlease try again Report abuse 5.0 out of 5 starsA real Focus on Call Center's Opeartional Dynamics By A Customer on 23 Dec
Some wear and stain but otherwise good conditionYour purchase benefits world literacy! Add to Basket Turn on 1-Click ordering for this browser 34 used & new from 1.17 See All Buying Options Add to List Unable to add item to ListListed here are the books contained in the further reading section of the Sense and Respond book organized into the four transformation sections of: Re-View (Analyze the customer needs and end-to-end organizational response from a different perspective) Re-Mind (Apply a new theory of management to that of industrialization and mass-production) Re-Inspire (A different form of leadership and behavior for a new type of organization) Re-Create (Strategy formulation, governance, policy deployment and organizational development) Our Sense and Respond book has tried to explain a very large breadth of subject matter in a small amount of spaceLacey, Robert: Ford (Heinemann, 1986)Neely: Managing and Measuring for Value: the Case of Call Centre Performance (Cranfield School of Management, July 2004)
Maslow, Abraham: Maslow on Management (Wiley, 1998)Cleveland showed his work of art which makes us eager to see his next "Stop" after "Fast Forward"Zander, Rosamund Stone and Benjamin Zander: The Art of Possibility (Harvard Business School, 2000)Ohno, Taiichi: The Toyota Production System (Productivity Press, 1978)click to open popover Customers viewing this page may be interested in these sponsored links (What is this?) Ad feedback Customers who bought this item also boughtPage 1 of 1 Start overPage 1 of 1 This shopping feature will continue to load items.Porter, Michael E.: Competitive Strategy: Techniques for Analyzing Industries and Competitors (Simon & Schuster, 1998)Workforce Optimization Improve everything that impacts the customer experienceSupervisor On-The-Go Mobile Application Supervisor On-The-Go is a mobile application that untethers managers Inbound Contact Center Outbound Contact Center inContact makes it easy and affordable for organizations around the globe to create stand-out customer experiences while meeting key business metrics
This book leaves the hype behindBut I bet you will still consistently come back to Call Center Management on Fast Forward for reference, overview, or just to remind yourself how a good book can be writtenPorter, Michael E.: Competitive Advantage (Free Press, 1985)Your browser is out-of-date! Update your browser to view this website correctlyRequest Quote Details Automate and optimize contact center scheduling Since staffing can account for up to 70 percent of your costs, its important to schedule and manage employees effectivelyDispatched from United KingdomJones and Daniel Roos: The Machine that Changed the World (Rawson Associates, 1990)Apple Android Windows Phone To get the free app, enter your mobile phone numberthank you Customer Reviews 5.0 out of 5 stars 12 5.0 out of 5 stars 5 star 12 4 star 0 3 star 0 2 star 0 1 star 0 See all 12 customer reviews Share your thoughts with other customers Write a customer review Top Customer Reviews 5.0 out of 5 starsThis book should be read by anyone working in a Call Center By A Customer on 30 Jan
Thank you for your feedbackI thought the book tied all the part together and allows me to have a clear picture of how a call center should operateRe-Inspire Fromm, Erich: Man for Himself: an Enquiry into the Psychology of Ethics (Routledge, 2002 [based on a publication from 1950])Gary Fisher Acknowledgements Sense and Respond Further Study Blog Book Reviews Contact Lean Voices Leading Lean Thinking from Stephen Parry, Author of Sense and Respond Menu Home Sense and Respond Further Study Home / Sense and Respond Book / Sense and Respond Further Study This post is in response to a request for further reading to support the Sense and Respond approachProduct details Paperback: 281 pages Publisher: ICMI Press (International Customer Management (JanPlease try again 79c7fb41ad
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