23 Steps to an Effective Call Centre - by Real Bergevin
Developed for NuComm International managers and clients,
"The 23 Steps to An Effective Call Centre" is a comprehensive
model of call centre operations. From development
of the call centre mission to tracking results, the
model provides a powerful and complete "hands on"
method of affecting results.
Synopsis / Purchase
Call Center Management on Fast Forward : Succeeding
in Today's Dynamic Inbound Environment by Brad
Cleveland, Julia Mayben
The book provides a detailed, step-by-step
plan for managing an incoming call center. Since it's
debut last September, the book has become part of
university, college and corporate training programs
in over 15 countries. It is "required reading" for
the management teams in numerous call centers, and
is currently being translated into several other languages.
The Call Center Handbook: The Complete Guide to Starting,
Running and Improving Your Call Center by Keith
Need to know how to buy a switch?
How to measure the productivity of agents? How to
choose from two cities that both want your center?
No problem. The Call Center Handbook explains it all.
From technology primers to details about choosing
and using specific products, the handbook is an indispensible
guide for the call center manager. Tips about what
works, and what doesn't. Checklists and worksheets.
Help with operational problems, like managing people
and technology. It's all in this book. Including info
on switches, IVR, voice processing, call center peripherals,
software, long distance and toll free services, outsourcing,
agent training, monitoring, benchmarking, the Internet,
disaster prevention and advanced call center networking.
And that just scratches the surface.
The Call Center Dictionary, by Madeline Bodin, Keith
This book is the key to understanding
how call centers work. The language of the call center
comes from many fields such as telecommunications,
engineering, and computer programming, B marking,
customer service and quality assurance terms loom
large. The Call Center Dictionary explains them all
in a way that is simple enough for a newcomer to grasp,
but with enough depth to give insight to an old pro.
It's a guide for everyone whose company does business
by telephone. It not only tells you what a particular
technology is, it tells you how using that technology
can improve your relationship with your customers.
(Or it warns you about bad techniques that can alienate
customers.) It's for every call center manager or
supervisor who doesn't always understand the techies'
jargon. It's for all the call center technical personnel
who can't always follow the managerial mumbo-jumbo.
: Maximizing Call Center Performance: 136
Great Ideas for Your Call Center by Madeline Bodin
Customers: Arriving With A History And Leaving With
An Experience; How to Build Your Sales,Service
or Help Desk Call Center To Please Customers by Andrew
Call Center Buyer's Guide
Building a World-Class Call Center
Wake Up Your Call Center : How to Be a Better
Call Center Agent Customer Access Management, by Rosanne
Callcenter Management : By the Numbers by Jon
Anton, Jodie Monger (Contributor), Debra Perkins (Contributor)
Call Center Continuity Management by Jim Rowan,
: Best Practices in Customer Service