Call Center Management on Fast Forward (Paperback: 281 pages)
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Product Details: Call Center Management on Fast Forward
| Author: | Brad Cleveland, Julia Mayben, Julia Mayben |
| Foreword by: | Jr. MacPherson, Gordon F. |
| Format: | Paperback: 281 pages. |
| Publisher: | Call Ctr Pr (01/01/1997) |
| ISBN: | 0965909301 |
| ISBN13: | 9780965909303 |
| Reading Level: |
Publisher Notes: Call Center Management on Fast Forward
Acknowledgments xiii Foreword xv Part 1 The Vibrant Inbound Environment 1 Chapter 1 Familiar Challenges, New Opportunities 3 Chapter 2 Three Driving Forces in Incoming Call Centers 11 Part 2 A Planning and Management Framework 23 Chapter 3 Service Level, The Core Value 25 Chapter 4 Acquiring Necessary Data 45 Chapter 5 Forecasting Call Load...Etc. 53 Chapter 6 Determining Base Staff and Trunks Required 79 Chapter 7 Scheduling Efficiently and Sufficiently 107 Part 3 Understanding Inbound Dynamics 127 Chapter 8 How Incoming Call Centers Behave 129 Chapter 9 Conveying Call Center Activity to Senior Management 145 Chapter 10 Managing Service Level in Real-Time 159 Part 4 Rethinking Quality and Productivity 177 Chapter 11 Service Level With Quality 179 Chapter 12 Assessing Performance in a New Era 201 Part 5 Leadership in the Digital Age 217 Chapter 13 New Technologies, New Possibilities 219 Chapter 14 Characteristics of the Best Managed Call Centers 235 Appendix Sample Job Description for Incoming Call Center Managers 249 Notes 253 Glossary 259 Index 277
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