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Call Centers For Dummies Real Bergevin

Call Centers For Dummies von Real Bergevin

Call Centers For Dummies Real Bergevin

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Zusammenfassung

A fun and simple guide to improving call center management and response Call Centers For Dummies serves as the ideal resource for call center managers. Concentrating on revenue generation, efficiency, and customer satisfaction, it helps managers improve their results and affect their company's bottom line.

Call Centers For Dummies Zusammenfassung

Call Centers For Dummies Real Bergevin

A fun and simple guide to improving call center management and response Call Centers For Dummies serves as the ideal resource for call center managers. Concentrating on revenue generation, efficiency, and customer satisfaction, it helps managers improve their results and affect their company's bottom line. With new tools and tactics specifically designed for call center managers, Call Centers For Dummies helps put a value on customer relations efforts undertaken in call centers and helps managers implement new strategies for continual improvement of customer service.

Über Real Bergevin

Real Bergevin is the founder and CEO of The NuComm Corporation, an organization that helps corporations communicate and do business with their customers. NuComm has offices throughout Canada and the Philippines and has been named one of Canada's 50 Best Managed Companies for four years in a row.

Inhaltsverzeichnis

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 of Your Own PART II: THE MASTER PLAN: FINANCE, ANALYSIS, AND RESOURCE MANAGEMENT. Chapter 5: Analyze This! Chapter 6. Right People, Right Place, Right Time: Resource Management. Chapter 7. Call Center Scheduling: As Simple as 1, 2, 3... PART III: MAKING LIFE BETTER WITH TECHNOLOGY. Chapter 8. Making it Go: An Introduction to Call Center Technology Chapter 9. Technological Enhancements: Getting the Newest & Coolest Stuff! PART IV: ENSURING CONTINUOUS IMPROVEMENT'. Chapter 10. Managing Agent Performance Part 1: Hiring and Training. Chapter 11. Managing Agent Performance Part 2: Providing Feedback and Support. Chapter 12. The Power of Process Management. Chapter 13. Quality Programs: Ensuring Process Improvement. PART V: HANDLING THE CALLS: WHERE IT ALL COMES TOGETHER. Chapter 14. "Thank You for Calling...": Call Handling Skills and Techniques. Chapter 15. Calling-Handling Strategies and Tools. Chapter 16. Handling Sales Calls. PART VI: THE PART OF TENS. Chapter 17. Ten Ways to Improve Agent Job Satisfaction. Chapter 18. Ten Questions Every Call Center Manager Should Answer. Chapter 19. Ten Ways to Improve Call Center Costs and Increase Efficiency. Appendix 1: Glossary of Key Call Center Definitions and Concepts. Appendix 2: Call Center Support Services. Index.

Zusätzliche Informationen

GOR001983697
9780470835494
0470835494
Call Centers For Dummies Real Bergevin
Real Bergevin
Gebraucht - Sehr Gut
Broschiert
John Wiley and Sons Ltd
2005-07-28
384
N/A
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