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Product Description
Call Centers For Dummies (9780470677438): Real Bergevin, Afshan Kinder, Winston Siegel, Bruce Simpson: Books. Your friendly guide to profitable call center managementThe 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 optionCall center business basics — create a successful call center business model, determine achievable goals, and measure your center's progress through business driversEnsure proper resource management — discover how to always have the right staff levels — including home agents — through forecasting and schedulingGain 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 productiveBuild high-performance teams — recruit and retain the best people by providing great training and keeping your agents motivatedKeep improving — explore strategies to identify areas of improvement and learn how to manage change within your call centerOpen the book and find:How to develop a positive company culture and high employee engagementStrategies to improve your customer satisfaction scores and first-call resolutionTips for designing the ideal space for your centerHow to select the right outsourcing partnerHow to create people-friendly work schedulesHow to set up a home agent programWays to decrease costs and increase efficiencyLearn to:Locate, design, and build a call centerMeasure productivity and quality and set appropriate goalsGain efficiency through schedulingand technologyBuild and retain high-performance teams
Shipping Weight: 2 pounds
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