Call Center Management Best Practices - April 2024

42 Rules for Outsourcing Your Call Center (2nd Edition): Best Practices for Outsourcing Call Center Planning, Operations and Management

'42 Rules for Outsourcing Your Call Center (2nd Edition)' is a compilation of real-life problems, lessons learned, pitfalls found, and practical approaches for planning, implementing, and outsourcing call center operations. It provides a path for companies outsourcing their first call center with a logical sequence of steps for moving an existing operation to an outsourced organization. The book is a foundation for anyone considering outsourcing their call center. It starts by answering the question "Why Outsource," and then guides the reader with rules from defining the project to selecting a... [Read More]

• ASIN: 1607731096
• ASIN: 1607731096
• ISBN: 1607731096
• Manufacturer: Super Star Press

Rework

• ASIN: B002MUAJ2A
• ASIN: B002MUAJ2A
• Manufacturer: Currency

A Preparation Guide for the Assessment Center Method

This updated and expanded edition continues to provide the concepts and methods that have helped officers of all ranks be successful in local, county, state, and federal law enforcement promotional processes. The book's unique perspective provides insights not found elsewhere and presents them in an informative, entertaining, and encouraging way. Every section from the history of the process to thought-structuring aids that are easy to remember and use contains principles, concepts, and practical application guidelines that will increase assessment scores and improve job effectiveness after pr... [Read More]

• ASIN: 0398087512
• ASIN: 0398087512
• ISBN: 0398087512
• Manufacturer: Charles C Thomas Pub Ltd

Call Center Operations: A Guide for Your Journey to Best-Practice Processes

As one of the titles in the American Productivity & Quality Center’s Passport to Success series, Call Center Operations: A Guide for Your Journey to Best-Practice Processes provides readers with a comprehensive understanding of what it takes to achieve successful call center operations. Based on years of research into the practices of leading organizations--and supported by examples of best practices and tips from actual practitioners--this book will guide readers in their own call center efforts.

• ASIN: 1928593232
• ASIN: 1928593232
• ISBN: 1928593232
• Manufacturer: Amer Productivity Center

Best Practices in Call Center Management, Operations and Technology Benchmarking Report

112 call centers from around the world share how they have improved service quality, customer satisfaction and call center efficiency. This report shares lessons learned by call center managers regarding their most effective management practices. It also identifies the operational and technological improvements that are having the greatest impact on customer satisfaction and call center efficiency.

• ASIN: 1930885059
• ASIN: 1930885059
• ISBN: 1930885059
• Manufacturer: ProSci Research

Cold Calling Techniques (That Really Work!)

The definitive guide to cold calling success!For more than thirty years, Stephan Schiffman, America's #1 corporate sales trainer, has shown millions of salespeople how to close a deal. In this newest edition of Cold Calling Techniques (That Really Work!), he'll show you why cold calling is still a central element of the sales cycle and where to find the best leads. Updated with new information on e-mail selling, refining voice-mail messages, and online networking, his time-tested advice includes valuable discussion points that you'll need to cover in order to effectively present your product o... [Read More]

• ASIN: B00GVHS6BQ
• ASIN: B00GVHS6BQ
• Manufacturer: Adams Media

The Best Service is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs

In this groundbreaking book, Bill Price and David Jaffe offer a new, game-changing approach, showing how managers are taking the wrong path and are using the wrong metrics to measure customer service. Customer service, they assert, is only needed when a company does something wrong—eliminating the need for service is the best way to satisfy customers. To be successful, companies need to treat service as a data point of dysfunction and figure what they need to do to eliminate the demand. The Best Service Is No Service outlines these seven principles to deliver the best service that ultimately... [Read More]

• ASIN: 0470189088
• ASIN: 0470189088
• ISBN: 0470189088
• Brand: Price, Bill/ Jaffe, David
• Manufacturer: Jossey-Bass

Call Center Benchmarking: Was die Besten anders machen und wie Sie davon profitieren können (German Edition)

Was zeichnet die erfolgreichsten Call Center aus? Dieses Buch liefert konkrete Antworten auf der Basis einer der umfangreichsten Untersuchungen im deutschsprachigen Raum. Der "360-Grad-Ansatz" bietet detaillierte Ergebnisse, die zusätzlich an drei Best-Practice-Unternehmen ausführlich vorgestellt und hinsichtlich ihrer Erfolgsfaktoren beleuchtet werden.

• ASIN: 3322890422
• ASIN: 3322890422
• ISBN: 3322890422
• Brand: Brand: Gabler Verlag
• Manufacturer: Gabler Verlag

Dirt to Soil: One Family's Journey into Regenerative Agriculture

Gabe Brown didn’t set out to change the world when he first started working alongside his father-in-law on the family farm in North Dakota. But as a series of weather-related crop disasters put Brown and his wife, Shelly, in desperate financial straits, they started making bold changes to their farm. Brown―in an effort to simply survive―began experimenting with new practices he’d learned about from reading and talking with innovative researchers and ranchers. As he and his family struggled to keep the farm viable, they found themselves on an amazing journey into a new type of farming: ... [Read More]

• ASIN: 1603587632
• ASIN: 1603587632
• ISBN: 9781603587631
• Manufacturer: Chelsea Green Publishing

How To FOCUS: How To Be At Focus, Beat Procrastination, Mastering Attention And Achieve Success

How often have you wished you had more time to get things done?Do you have difficulty staying on task?How to Focus aims to help you tackle your projects without mindless interruptions. Increasing your productivity is a goal most people possess, but do they have the skills necessary to turn that dream into a reality?Inside, you’ll find specific strategies to help you:•Sharpen your focus•Improve your concentration•Maximize your productivity•Beat distractions•And achieve success with evidence-based strategies that work!If you’re ready to say goodbye to procrastination and ramp up yo... [Read More]

• ASIN: B079XVBYJ3
• ASIN: B079XVBYJ3

Raving Fans: A Revolutionary Approach To Customer Service

"Your customers are only satisfied because their expectations are so low and because no one else is doing better. Just having satisfied customers isn't good enough anymore. If you really want a booming business, you have to create Raving Fans." This, in a nutshell, is the advice given to a new Area Manager on his first day--in an extraordinary business book that will help everyone, in every kind of organization or business, deliver stunning customer service and achieve miraculous bottom-line results. Written in the parable style of The One Minute Manager, Raving Fans uses a brilliantly simple ... [Read More]

• ASIN: 0688123163
• ASIN: 0688123163
• ISBN: 0688123163
• Brand: William Morrow Company
• Manufacturer: William Morrow

Data Architecture: A Primer for the Data Scientist: Big Data, Data Warehouse and Data Vault

Today, the world is trying to create and educate data scientists because of the phenomenon of Big Data. And everyone is looking deeply into this technology. But no one is looking at the larger architectural picture of how Big Data needs to fit within the existing systems (data warehousing systems). Taking a look at the larger picture into which Big Data fits gives the data scientist the necessary context for how pieces of the puzzle should fit together. Most references on Big Data look at only one tiny part of a much larger whole. Until data gathered can be put into an existing framework or ar... [Read More]

• ASIN: B00QQ6B8X0
• ASIN: B00QQ6B8X0
• Manufacturer: Morgan Kaufmann

When the Word Leads Your Pastoral Search: Biblical Principles and Practices to Guide Your Search

At any given time there are thousands of churches seeking a lead pastor.  While a great resume, a friendly smile and a memorable sermon will convince many, what should local congregations focus on to find a new shepherd?  Chris Brauns believes to find a great preacher the search must focus on God's Word and how the candidate relates to it and preaches from it.  This book is a must have resource for search committees and church leaders addressing the needs of churches in the transition of pastoral leadership.  It assists by approaching their responsibilities in a biblical way and provi... [Read More]

• ASIN: 0802449840
• ASIN: 0802449840
• ISBN: 0802449840
• Brand: Moody Publishers
• Manufacturer: Moody Publishers

Reinventing Customer Engagement - Kundenbeziehungen neu erfinden: Wie Banken und Versicherungen die digitale Transformation meistern - Mit mehr als 200 Best-Practice-Beispielen (German Edition)

Der digitale Wandel steht bei Banken und Versicherungen weltweit ganz oben auf der Agenda. Die Finanzdienstleistungsindustrie als Ganzes tritt in eine vollkommen neue Phase ein. Digitaltechnologien und ein verändertes Kundenverhalten sind dabei, die Grundlagen völlig zu verändern. Und diese Umwälzungen sind viel zu grundlegend, als dass sie sich alleine mithilfe von Kostensenkung bewältigen ließen. Zwar sind Kostensenkungen notwendig, viele Banken und Versicherungen tun jedoch nichts anderes als überholte Prozesse zu aktualisieren. Die nächste Ebene des digitalen Wandels dreht sich um ... [Read More]

• ASIN: B076M6GVZR
• ASIN: B076M6GVZR
• Manufacturer: FinanzBuch Verlag

Manhattan GMAT Test Simulation Booklet w/ Marker

This unique product gets students comfortable with the GMAT's laminated scratch paper and special marker, a disconcerting feature of the actual test.This unique product gets students comfortable with the GMAT's laminated scratch paper and a dry-erase marker, a disconcerting feature of the actual test.This essential preparation tool helps you become comfortable with the laminated scratch paper that you'll use on an Official GMAT. The Test Simulation Booklet consists of five laminated double-sided pages and is virtually identical to the booklet provided at official GMAT testing centers. Also, in... [Read More]

• ASIN: 0979017580
• UPC: 000979017580
• ASIN: 0979017580
• ISBN: 0979017580
• Brand: Manhattan Prep Publishing
• Manufacturer: Manhattan Prep Publishing

Entertainment Management : Towards Best Practice

ENTERTAINMENT MANAGEMENT

• UPC: 34069283

Financial Management : Theory & Practice

9781337902601

• UPC: 383042944

A Guide to the Project Management Body of Knowledge (PMBOK(R) Guide-Sixth Edition / Agile Practice Guide Bundle (BRAZILIAN PORTUGUESE)

To support the broadening spectrum of project delivery approaches, PMI is offering A Guide to the Project Management Body of Knowledge (PMBOK(R) Guide) - Sixth Edition as a bundle with its latest, the Agile Practice

• UPC: 764752017

Essentials of Health Information Management : Principles and Practices

Get in the know and learn in the now with ESSENTIALS OF HEALTH INFORMATION MANAGEMENT: PRINCIPLES AND PRACTICES, FOURTH EDITION! Electronic health records are the norm in health care today, so you must master technology

• UPC: 435003780

Project Portfolio Management in Theory and Practice : Thirty Case Studies from Around the World

9781498769242

• UPC: 51795913

Guidance for It Asset Management (Itam) : Step by Step Implementation Guide with Workflows, Metrics, Best Practices and Checklists

Guidance for ITAM provides a direction in a concise, clear, user friendly and understandable way for all the ITAM audiences (newbie's, intermediates, experts). This book is not just for ITAM process consultants or management folks

• UPC: 53408889

42 Rules for Outsourcing Your Call Center (2nd Edition) : Best Practices for Outsourcing Call Center Planning, Operations and Management

A compilation of real-life problems, lessons learned, pitfalls found, and practical approaches for planning, implementing, and outsourcing call center operations that provides a path for companies outsourcing their first call center with a logical sequence

• UPC: 53265764

Web Content Management : Systems, Features, and Best Practices

"Looking to select a web content management system (CMS), but confused about the promises, terminology, and buzzwords? Do you want to understand content management without having to dive into the underlying programming? This book provides

• UPC: 44979023

Best Practices: Time Management - eBook

There are only twenty-four hours in a day, but you can make them count. Time Management, a comprehensive and essential resource for any manager on the run, shows you how.Learn to:Set and prioritize goals, objectives,

• UPC: 449836318

Telecom Management for Call Centers - eBook

Telecom Management for Call Centers offers a practical guide to addressing the most common issues faced by telecom management in large call-centers. This handbook was written primarily for the telecom manager; the techniques described here

• UPC: 245437171