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Call Center Benchmarking

Call Center Benchmarking Author : Jon Anton
Release : 2000
Publisher : Purdue University Press
ISBN : 9781557532152
File Size : 41.9 MB
Format : PDF, ePub
Download : 528
Read : 534

Executives are starting to recognize the potential of the call centre as a significant revenue generator, perhaps one of the surest investments they can make in enhancing and creating customer value and bottom-line profits. This guide describes in practical terms the ins and outs of benchmarking.

Recruiting and Retaining Call Center Employees

Recruiting and Retaining Call Center Employees Author : Natalie Petouhoff
Release : 2001
Publisher : American Society for Training and Development
ISBN : 9781562862947
File Size : 66.29 MB
Format : PDF, Mobi
Download : 301
Read : 1189

Call centers are the first touch in the customer pipe-line. Help these people reach their potential and ensure that they contribute to your bottom-line by improving the training, recruiting, and evaluating your call center employee programs. Use the included case studies to see best practices and manage the ROI of your call center programs.

Call Center Performance Enhancement Using Simulation and Modeling

Call Center Performance Enhancement Using Simulation and Modeling Author : Jon Anton
Release : 1999
Publisher : Purdue University Press
ISBN : 9781557531827
File Size : 27.72 MB
Format : PDF, Mobi
Download : 668
Read : 215

The management and design of call centres is increasing in complexity due to advancing technology and rising customer expectations. This guide provides managers with an understanding of the role, value and practical deployment of simulation in the planning, management and analysis of call centres.

Call Center Management on Fast Forward

Call Center Management on Fast Forward Author : Brad Cleveland
Release : 1997
Publisher : ICMI Inc.
ISBN : 9780965909303
File Size : 82.92 MB
Format : PDF, Kindle
Download : 873
Read : 590

This is the only book available today that provides a very readable, step-by-step guide for managing an incoming call center. The book combines theory with practical advice and is filled with over 100 charts and graphs, several case studies and an extensive glossary and index. Readers will learn how to: achieve service level with quality in an era of more transactions, growing complexity and heightened caller expectations; understand the "how" behind best practices; boost caller satisfaction; win top management's support; and discover what separates a good call center from a great one.

Call Center Operations

Call Center Operations Author : Charles E. Day
Release : 2000
Publisher : McGraw Hill Professional
ISBN : 9780070164307
File Size : 48.67 MB
Format : PDF, Docs
Download : 768
Read : 642

Optimize call center technologies and boost your bottom line. Open up new sales opportunities and improve customer service with today's newest teleservice technologies! Call Center Operations: Profiting from Teleservices , by Charles E. Day, puts at your fingertips everything you need to understand computer telephony integration...assess available methodologies...and pick the ones right for your business needs. This hands-on guide covers all the angles: management and marketing issues such as business-to-business and business-to-consumer campaigns, facility and people resources, and call center organization; network architectures, including ISDN; PBX/ACD functionality; local,long distance and cable providers; and more; automatic and predictive dialing...client server technology...GUIs and legacy hosts; call center software packages and systems; workload management, forecasting and staff schedule modeling and much, much more!

Call Center Operation

Call Center Operation Author : Duane Sharp
Release : 2003-04-28
Publisher : Digital Press
ISBN : 9781555582777
File Size : 39.19 MB
Format : PDF, ePub
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Complete coverage of the critical issues to set up, manage and efficiently maintain a call center.

CallCenter Management by the Numbers

CallCenter Management by the Numbers Author : Jon Anton
Release : 1997
Publisher : Purdue University Press
ISBN : 9781557531124
File Size : 50.6 MB
Format : PDF, ePub
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Annotation With the emergence of the callcenter as a mission-critical part of the corporate customer service strategy, management of the callcenter has moved from a reactive "fire-fighting" style to a more proactive tactical style of professional management. Measurements drive behavior, and "you get what you measure and reward." The primary purpose of this book is to provide new professional callcenter managers with a methodology for "managing their callcenter by the numbers."

Making the Number

Making the Number Author : Greg Alexander
Release : 2008-10-16
Publisher : Penguin
ISBN : 1101216476
File Size : 38.14 MB
Format : PDF
Download : 702
Read : 743

The essential tool kit to achieve breakthrough sales performance improvements. Numbers don’t lie: 40 percent of all salespeople miss their targets each year. How can sales managers ensure their teams are doing everything possible? The key lies in benchmarking, which is not new for finance or manufacturing but rarely gets applied to sales. Making the Number will teach executives to embrace data-driven decision making and rely less on gut instinct. Comparing a sales force to those of relevant peers leads to many opportunities to improve performance. The authors take readers through their five-step methodology for sales benchmarking, showing how to select metrics; gather, compute, and compare internal and external data; and then actually use the data. Making the Number includes case studies of sales benchmarking in action. For example, find out how Discover Financial Services plays David to the Goliaths of MasterCard and Visa. Whether you’re a sales rep, a manager, or a CEO, this book will show you a better way to make your number.

Cases in Call Center Management

Cases in Call Center Management Author : Richard Feinberg
Release : 2005
Publisher : Purdue University Press
ISBN : 9781557533425
File Size : 61.46 MB
Format : PDF, Mobi
Download : 681
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Annotation The book is rounded out with a section on resources that will provide hundreds of ideas to accentuate your current call center. Both a practical guide and an exhaustive reference, "Cases in Call Center Management is an investment in the future success of your customer service operations.

Gartner Group Symposium ITxpo

Gartner Group Symposium ITxpo Author :
Release : 1998
Publisher :
File Size : 85.47 MB
Format : PDF, ePub, Docs
Download : 721
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Transactional Six Sigma and Lean Servicing

Transactional Six Sigma and Lean Servicing Author : Betsi Harris Ehrlich
Release : 2002-06-13
Publisher : CRC Press
ISBN : 9781420000337
File Size : 51.20 MB
Format : PDF, Kindle
Download : 165
Read : 233

Service industries have traditionally lagged manufacturing in adoption of quality management strategies and Six Sigma is no exception. While there are a growing number of books on applying the hot topics of Six Sigma and Lean Manufacturing concepts in a manufacturing environment, there has not been a mainstream book that applies these techniques in a service environment, until now. Transactional Six Sigma and Lean ServicingTM: Leveraging Manufacturing Concepts to Achieve World Class Service is a ground breaking "how-to" book that serves as a practical guide for implementing Six Sigma and Lean Manufacturing methods in a transactional service oriented environment. It uses real case studies and examples to show how Six Sigma and Lean ServicingTM techniques have been implemented and proven effective in achieving substantial documented results. Lean ServicingTM is the author's own term used to describe the application of Lean Manufacturing concepts to transactional and service processes. Liberal use of examples, graphics, and tables will assist you in grasping the difficult concepts. Transactional Six Sigma and Lean ServicingTM covers both theory and practical application of Lean ServicingTM, Six Sigma DMAIC and Six Sigma DFSS concepts and methods so you can implement them effectively in your service organization and achieve reduced costs and a new level of service excellence.

Municipal Benchmarks: Assessing Local Perfomance and Establishing Community Standards

Municipal Benchmarks: Assessing Local Perfomance and Establishing Community Standards Author : David Ammons
Release : 2014-12-18
Publisher : Routledge
ISBN : 131746432X
File Size : 85.80 MB
Format : PDF, ePub, Mobi
Download : 521
Read : 955

Completely updated with new listings and statistics throughout, this comprehensive resource goes beyond the current literature on local government performance measurement and provides benchmarks on more than 40 key topics against which performance can be assessed in all areas of operation. "Ammons has assembled a remarkable volume of benchmark data for a comprehensive range of municipal government services. Municipal Benchmarks will be of considerable help for municipalities in laying the groundwork for an accountable government." - Harry Hatry, The Urban Institute "I am delighted to see that ideas for advancing our industry are alive and thriving. Ammons's collection does an incredible service to every municipal manager in the country, and perhaps the world. These benchmarks clearly set standardized ways of looking at measuring the performance of municipal service delivery." - Ted Gaebler, City Manager, Rancho Cordoba, CA (co-author of Reinventing Government)

Offshore Back Office Operations

Offshore Back Office Operations Author : Dorothy I. Riddle
Release : 2000
Publisher : United Nations Publications
File Size : 27.28 MB
Format : PDF, ePub, Docs
Download : 700
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This study focuses on back office operations (distance delivery of range of non-core service functions), as a way of doing business that offers significant business opportunities for governments and service firms in developing and transitional economies. It explains the phenomenon and types of back office operations; and how to determine back office operations as a deliberate development strategy. It delineates the structure for a back office promotional initiative and addresses competitiveness issues. It also outlines how to attract foreign investors or clients for local suppliers and gives examples of strategies that various countries have used to develop back office capabilities.

APO Productivity Journal

APO Productivity Journal Author :
Release : 1996
Publisher :
File Size : 82.46 MB
Format : PDF
Download : 223
Read : 915

Voice & Data

Voice & Data Author :
Release : 2004
Publisher :
File Size : 59.39 MB
Format : PDF, Kindle
Download : 151
Read : 798

Benchmarking for Best Practices

Benchmarking for Best Practices Author : Christopher E. Bogan
Release : 1994
Publisher : McGraw-Hill Companies
File Size : 38.60 MB
Format : PDF, ePub
Download : 274
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Packed with dramatic case studies, this step-by-step guide shows managers how to adopt the seminal benchmarking techniques revolutionizing quality at companies like Federal Express, AT&T, and other industry leaders. Features timesaving tips, evaluation charts, graphs, ethics, and antitrust guidelines. 50 illus.

Management Science

Management Science Author : V.S.Bagad
Release : 2008
Publisher : Technical Publications
ISBN : 9788184313680
File Size : 60.25 MB
Format : PDF, Kindle
Download : 360
Read : 176

ManagementConcepts of management and organization - nature, Importance and functions of management, Taylor's scientific management theory, Fayol's principles of management, Mayo's Hawthome experiments, Maslow's theory of human needs, Douglas McGregor's theory X and theory Y, Herzberg's two-factor theory of motivation, Systems approach to management, Leadership styles, Social responsibilities of management.Designing Organisational StructuresBasic concepts related to organisation - Departmentation and decentralisation, Types of mechanistic and organic structures of organisation (Line organization, Line and staff organization, Functional organization, Committee organization, Matrix organization, Virtual organisation, Cellular organisation, Team structure, Boundaryless organization, Inverted pyramid structure, Lean and flat organization structure) and their merits, Demerits and suitability.Operations ManagementPrinciples and types of plant layout - methods of production (Job, batch and mass production), Work study - basic procedure involved in method study and work measurement, Statistical quality control : Chart, R chart, c chart, p chart, (simple problems), Acceptance sampling, Deming's contribution to quality.Materials ManagementObjectives, Need for inventory control, EOQ, ABC analysis, Purchase procedure, Stores management and stores records.Marketing : Functions of marketing, Marketing mix, Marketing strategies based on product life cycle, Channels of distribution.Human Resources Management (HRM)Concepts of HRM, HRD and personnel management and industrial relations (PMIR), HRM Vs. PMIR, Basic functions of HR manager : Manpower planning, Recruitment, Selection, Training and development, Placement, Wage and salary administration, Promotion, Transfer, Separation, Performance appraisal, Grievance handling and welfare administration, Job evaluation and merit rating.Project Management (PERT/CPM)Network analysis, Programme Evaluation and Review Technique (PERT), Critical Path Method (CPM), Identifying critical path, Probability of completing the project within given time, Project cost analysis, Project crashing. (Simple problems).Strategic ManagementMission, Goals, Objectives, Policy, Strategy, Programmes, Elements of corporate planning process, Environmental scanning, Value chain analysis, SWOT analysis, Steps in strategy formulation and implementation, Generic strategy alternatives.Contemporary Management PracticesBasic concepts of MIS, End user computing, Materials Requirement Planning (MRP), Just-In-Time (JIT) system, Total Quality Management (TQM), Six sigma and Capability Maturity Model (CMM) levels, Supply chain management, Enterprise Resource Planning (ERP), Performance management, Business Process Outsourcing (BPO), Business process re-engineering and bench marking, Balanced score card.