Call Centers For Dummies by Real Bergevin, Afshan Kinder, Winston Siegel, Bruce Simpson

By Real Bergevin, Afshan Kinder, Winston Siegel, Bruce Simpson

Tips about making your name middle a real revenue center
In North the United States, name facilities are a $13 billion enterprise, using four million humans. For managers in control of a decision heart operation, this sensible, hassle-free consultant outlines how you can increase effects measurably, following its ideas of profit new release, potency, and consumer delight. additionally, this new version addresses many adjustments, similar to the recent know-how that's remodeling today's name middle and the location-neutral name heart. It additionally is helping readers ascertain even if it's cost effective to outsource operations and appears on the altering function and specifications of agents.* the final word name heart advisor, now revised and up to date* The authors have helped over 60 businesses increase the potency and effectiveness in their name middle operations* deals complete counsel for name facilities of all sizes, from 20-person operations to multinational businesses

With the most recent version of Call facilities For Dummies, managers may have a higher arsenal of ideas to spice up their center's base line.

Show description

Read or Download Call Centers For Dummies PDF

Best business books

Get More Referrals Now!

Dossier be aware: epub created by means of changing retail mobi
----------------

Sales legend invoice Cates makes use of his adventure and professional wisdom to teach revenues pros find out how to paintings smarter (not more durable) by means of utilizing "The 4 Cornerstones of Referrals" --relationship development and customer support, developing referral alliances and networks, prospecting, and concentrating on area of interest markets.

Using Cates's easy-to-master referral-based promoting innovations, readers:
• paintings much less and earn extra by way of getting current consumers to paintings for them producing high quality referrals
• flip each enterprise touch right into a dating and each dating right into a revenues good fortune tale

Oxford English for Careers: Tourism 1: Class Audio CD

A brand new, up to date path the place scholars study what they should comprehend for a occupation in trade, tourism, nursing, drugs, or know-how.

Cengage Advantage Books: Business Law Today: The Essentials

Attention-grabbing, transparent, and utilized, enterprise legislations this day: THE necessities is your concise advisor to the legislations and what it skill within the company world--from contracts and secured transactions to warranties and govt rules. effortless to appreciate with an interesting writing sort that's matched by way of brilliant visuals, company legislations this present day contains insurance of latest subject matters that effect not just the company global, yet your lifestyles akin to identification robbery.

Persons, Identity, and Political Theory: A Defense of Rawlsian Political Identity

This e-book examines the perception of the individual at paintings in John Rawls’s writings from thought of Justice to Justice as equity: A Restatement. The e-book goals to teach that objections to Rawls’s political belief of the individual fail and Rawlsian belief of political id is defensible. The booklet indicates that the talk among liberals and communitarians is proper to the present debate concerning perfectionism and neutrality in politics, and clarifies the talk among Rawls and communitarians in a manner that may advertise fruitful dialogue at the factor of political identification.

Additional resources for Call Centers For Dummies

Sample text

In the PQR Co. example (refer to the sidebar “Lack of model = lack of results,” earlier in this chapter), the company tracked all the necessary measurable factors relating to its call center. Management didn’t see a clear relationship between the performance drivers and the business objectives, however. As a result, managers didn’t work in a coordinated and consistent fashion to effect results through manipulation of the drivers; instead, they focused on some performance drivers one day and on others the next day.

Imagine, way back in the day, a ticket agency that had just one agent answering a single phone, selling tickets for a Frank Sinatra concert. ” The agency rounded up a bunch of people to answer a lot of phones and take a heap of orders, and voilà — a call center was born. Call centers have been improving processes ever since. In Chapter 15, we discuss some process management concepts and methods. Defining terms clearly The best-made processes are laid to waste, however, if people don’t speak the same language.

In This Chapter ▶ Building a framework for your call center ▶ Zeroing in on the appropriate goals ▶ Employing performance drivers ▶ Following best practices ▶ Reporting results A business model is a high-level description of how your business is organized and what actions you plan to take to produce results for your business: profits, happy customers, or whatever you want to achieve in your business unit. A business model is really no more complicated than a game plan or playbook (“Our goal is to win the game, so here’s what we’re going to do”).

Download PDF sample

Rated 4.13 of 5 – based on 37 votes