Your friendly guide to profitable call center management. The call center industry is one of the world?s most rapidly growing and fastest changing.<\/p>\n
<\/p>\n
Auteur: Real Bergevin<\/p>\n
Taal: Engels<\/p>\n
Bindwijze: paperback<\/p>\n
Rubriek: Communicatie en media<\/p>\n
Leverbaarheid: Direct leverbaar<\/p>\n
Uitgever: John Wiley & Sons<\/p>\n
Verschijningsdatum: 2010-01-01T00:00:00+01:00<\/p>\n
Trefwoord:
\ncall center<\/p>\n
<\/p>\n","protected":false},"excerpt":{"rendered":"
Your friendly guide to profitable call center management. The 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\u2013read.
\n
\nLoaded 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.
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\n– Start from the ground up \u2014 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
\n– Call center business basics \u2014 create a successful call center business model, determine achievable goals, and measure your center?s progress through business drivers
\n– Ensure proper resource management \u2014 discover how to always have the right staff levels \u2014 including home agents \u2014 through forecasting and scheduling
\n– Gain efficiency through technology \u2014 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
\n– Build high\u2013performance teams \u2014 recruit and retain the best people by providing great training and keeping your agents motivated
\n– Keep improving \u2014 explore strategies to identify areas of improvement and learn how to manage change within your call center
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\nOpen the book and find:
\n– How to develop a positive company culture and high employee engagement
\n– Strategies to improve your customer satisfaction scores and first\u2013call resolution
\n– Tips for designing the ideal space for your center
\n– How to select the right outsourcing partner
\n– How to create people\u2013friendly work schedules
\n– How to set up a home agent program
\n– Ways to decrease costs and increase efficiency
\n– Learn to: Locate, design, and build a call center
\n– Measure productivity and quality and set appropriate goals
\n– Gain efficiency through schedulingand technology
\n– Build and retain high\u2013performance teams.<\/p>\n","protected":false},"featured_media":3020,"comment_status":"closed","ping_status":"open","template":"","meta":[],"product_brand":[],"product_cat":[20],"product_tag":[],"class_list":{"0":"post-3019","1":"product","2":"type-product","3":"status-publish","4":"has-post-thumbnail","6":"product_cat-communicatie-en-media","8":"first","9":"instock","10":"product-type-external"},"_links":{"self":[{"href":"https:\/\/koeky.nl\/boeken\/wp-json\/wp\/v2\/product\/3019","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/koeky.nl\/boeken\/wp-json\/wp\/v2\/product"}],"about":[{"href":"https:\/\/koeky.nl\/boeken\/wp-json\/wp\/v2\/types\/product"}],"replies":[{"embeddable":true,"href":"https:\/\/koeky.nl\/boeken\/wp-json\/wp\/v2\/comments?post=3019"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/koeky.nl\/boeken\/wp-json\/wp\/v2\/media\/3020"}],"wp:attachment":[{"href":"https:\/\/koeky.nl\/boeken\/wp-json\/wp\/v2\/media?parent=3019"}],"wp:term":[{"taxonomy":"product_brand","embeddable":true,"href":"https:\/\/koeky.nl\/boeken\/wp-json\/wp\/v2\/product_brand?post=3019"},{"taxonomy":"product_cat","embeddable":true,"href":"https:\/\/koeky.nl\/boeken\/wp-json\/wp\/v2\/product_cat?post=3019"},{"taxonomy":"product_tag","embeddable":true,"href":"https:\/\/koeky.nl\/boeken\/wp-json\/wp\/v2\/product_tag?post=3019"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}