{"product_id":"call-centers-for-dummies-paperback","title":"Call Centers For Dummies - Paperback","description":"\u003cdiv\u003e\u003cp style=\"text-align: right;\"\u003e\u003ca href=\"https:\/\/reportcopyrightinfringement.com\/\" target=\"_blank\" rel=\"nofollow\"\u003e\u003cb\u003eReport copyright infringement\u003c\/b\u003e\u003c\/a\u003e\u003c\/p\u003e\u003c\/div\u003e\u003cp\u003eby \u003cb\u003eReal Bergevin\u003c\/b\u003e (Author), \u003cb\u003eAfshan Kinder\u003c\/b\u003e (Author), \u003cb\u003eWinston Siegel\u003c\/b\u003e (Author)\u003c\/p\u003e\u003cp\u003eTips on making your call center a genuine profit center \u003c\/p\u003e\u003cp\u003eIn North America, call centers are a $13 billion business, employing 4 million people. For managers in charge of a call center operation, this practical, user-friendly guide outlines how to improve results measurably, following its principles of revenue generation, efficiency, and customer satisfaction. In addition, this new edition addresses many industry changes, such as the new technology that's transforming today's call center and the location-neutral call center. It also helps readers determine whether it's cost-efficient to outsource operations and looks at the changing role and requirements of agents.\u003c\/p\u003e \u003cul\u003e \u003cli\u003eThe ultimate call center guide, now revised and updated\u003c\/li\u003e \u003cli\u003eThe authors have helped over 60 companies improve the efficiency and effectiveness of their call center operations\u003c\/li\u003e \u003cli\u003eOffers comprehensive guidance for call centers of all sizes, from 20-person operations to multinational businesses\u003c\/li\u003e \u003c\/ul\u003e \u003cp\u003eWith the latest edition of \u003ci\u003eCall Centers For Dummies\u003c\/i\u003e, managers will have an improved arsenal of techniques to boost their center's bottom line.\u003c\/p\u003e\u003ch3\u003eBack Jacket\u003c\/h3\u003e\u003cp\u003e\u003c\/p\u003e\u003cp\u003e\u003cb\u003e\u003ci\u003eLearn to: \u003c\/i\u003e\u003c\/b\u003e \u003c\/p\u003e\u003cul\u003e \u003cli\u003eLocate, design, and build a call center\u003c\/li\u003e \u003cli\u003eMeasure productivity and quality and set appropriate goals\u003c\/li\u003e \u003cli\u003eGain efficiency through scheduling and technology\u003c\/li\u003e \u003cli\u003eBuild and retain high-performance teams\u003c\/li\u003e \u003c\/ul\u003e \u003cp\u003e\u003cb\u003eYour friendly guide to profitable call center management\u003c\/b\u003e \u003c\/p\u003e\u003cp\u003eThe 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, \u003ci\u003eCall Centers For Dummies\u003c\/i\u003e covers everything you need to know, whether you're just setting up shop or looking to improve your operations. \u003c\/p\u003e\u003cul\u003e \u003cli\u003e\n\u003cb\u003eStart from the ground up\u003c\/b\u003e -- 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 option\u003c\/li\u003e \u003cli\u003e\n\u003cb\u003eCall center business basics\u003c\/b\u003e -- create a successful call center business model, determine achievable goals, and measure your center's progress through business drivers\u003c\/li\u003e \u003cli\u003e\n\u003cb\u003eEnsure proper resource management\u003c\/b\u003e -- discover how to always have the right staff levels -- including home agents -- through forecasting and scheduling\u003c\/li\u003e \u003cli\u003e\n\u003cb\u003eGain efficiency through technology\u003c\/b\u003e -- 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 productive\u003c\/li\u003e \u003cli\u003e\n\u003cb\u003eBuild high-performance teams\u003c\/b\u003e -- recruit and retain the best people by providing great training and keeping your agents motivated\u003c\/li\u003e \u003cli\u003e\n\u003cb\u003eKeep improving\u003c\/b\u003e -- explore strategies to identify areas of improvement and learn how to manage change within your call center\u003c\/li\u003e \u003c\/ul\u003e \u003cp\u003e\u003cb\u003eOpen the book and find: \u003c\/b\u003e \u003c\/p\u003e\u003cul\u003e \u003cli\u003eHow to develop a positive company culture and high employee engagement\u003c\/li\u003e \u003cli\u003eStrategies to improve your customer satisfaction scores and first-call resolution\u003c\/li\u003e \u003cli\u003eTips for designing the ideal space for your center\u003c\/li\u003e \u003cli\u003eHow to select the right outsourcing partner\u003c\/li\u003e \u003cli\u003eHow to create people-friendly work schedules\u003c\/li\u003e \u003cli\u003eHow to set up a home agent program\u003c\/li\u003e \u003cli\u003eWays to decrease costs and increase efficiency\u003c\/li\u003e \u003c\/ul\u003e\u003ch3\u003eAuthor Biography\u003c\/h3\u003e\u003cp\u003e\u003c\/p\u003e\u003cp\u003e\u003cb\u003eR?al Bergevin\u003c\/b\u003e is executive vice president of Transcom Worldwide. \u003cb\u003eAfshan Kinder, Winston Siegel, \u003c\/b\u003e and \u003cb\u003eBruce Simpson\u003c\/b\u003e are partners in SwitchGear Consulting, a company specializing in call centers and change management. SwitchGear's clients include companies such as Scotiabank, TELUS, and Ceridian.\u003c\/p\u003e\n            \u003cdiv\u003e\n\u003cstrong\u003eNumber of Pages:\u003c\/strong\u003e 384\u003c\/div\u003e\n            \u003cdiv\u003e\n\u003cstrong\u003eDimensions:\u003c\/strong\u003e 0.84 x 9.2 x 7.4 IN\u003c\/div\u003e\n            \u003cdiv\u003e\n\u003cstrong\u003ePublication Date:\u003c\/strong\u003e May 03, 2010\u003c\/div\u003e\n            ","brand":"BooksCloud","offers":[{"title":"Default Title","offer_id":47207354466553,"sku":"9780470677438","price":27.99,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0789\/2782\/3097\/files\/QdljFBa84f9780470677438.webp?v=1768044049","url":"https:\/\/bookscloud.io\/products\/call-centers-for-dummies-paperback","provider":"BooksCloud Book Dropshipping","version":"1.0","type":"link"}