Author: Brad Cleveland
Publisher: ICMI Press
Pages: 440
Language: English
ISBN: 1932558063
Description: The industry s No. 1 selling book on call center management! Now updated and expanded, Call Center Management on Fast Forward; is the most comprehensive source available on running a call center. It covers every aspect of call center management - service level, forecasting, scheduling, resource calculations, metrics, quality, budgeting, reporting, strategy and key enabling technologies - in a format that is well-organized and easy to understand. The updated and expanded edition contains important new information, including: Trends in customer expectations; Best practices in performance reports and objectives; How to create an effective customer access strategy appropriate for todays environment; How to manage multichannel contacts with quality; New technologies and how they re changing customer contact services; Improving the call center s strategic impact and ROI; New case studies and examples from Wells Fargo, Starbucks, Aetna and many others.
Price: $ 26.37
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