Ebook270 pages5 hours
Call Center Operation: Design, Operation, and Maintenance
By Duane Sharp
Rating: 5 out of 5 stars
5/5
()
About this ebook
Every customer-facing corporation has at least one call center. In the United States, call centers handle a billion calls per year. Call Center Operation gives you complete coverage of the critical issues involved in the design, implementation, organization, and management of a customer call center. Sharp provides information on advanced technology tools for workforce management, workshop examples for training call center staff, and an analysis of the significance of the call center to overall corporate customer relationship strategies.
A special feature of the book is its focus on call center case studies, describing a number of successful call center strategies and best practices, selected from various business sectors - financial, retail, healthcare, travel, technology, and others. These case studies provide useful guidelines based on successful corporate call centers that will guide you in establishing and maintaining the most effective call center operation for your enterprise.
· Presents key concepts and techniques, including a formal development process, in a real-world context
· Provides extensive management guidelines
· Stresses the importance of staff selection and training
A special feature of the book is its focus on call center case studies, describing a number of successful call center strategies and best practices, selected from various business sectors - financial, retail, healthcare, travel, technology, and others. These case studies provide useful guidelines based on successful corporate call centers that will guide you in establishing and maintaining the most effective call center operation for your enterprise.
· Presents key concepts and techniques, including a formal development process, in a real-world context
· Provides extensive management guidelines
· Stresses the importance of staff selection and training
Author
Duane Sharp
Duane Sharp, the President of SharpTech Associates, is an electronics engineer (B.Eng. (E.E.)), and registered professional engineer. He has been a corporate communications consultant in the IT sector for over 30 years. Duane is the author of numerous articles on technology published in trade professional publications and of two other books on technology topics. He is also active in the greater Toronto high-tech community.
Related to Call Center Operation
Related ebooks
Call Centers For Dummies Rating: 0 out of 5 stars0 ratingsThe Real-Time Contact Center: Strategies, Tactics, and Technologies for Building a Profitable Service and Sales Operation Rating: 0 out of 5 stars0 ratingsTelecom Management for Call Centers: A Practical Guide Rating: 0 out of 5 stars0 ratingsContact Center Workforce Management Complete Self-Assessment Guide Rating: 0 out of 5 stars0 ratingsCall Center Scripts A Complete Guide - 2020 Edition Rating: 0 out of 5 stars0 ratingsCall Center A Complete Guide - 2019 Edition Rating: 0 out of 5 stars0 ratingsCall Center Complete Self-Assessment Guide Rating: 0 out of 5 stars0 ratingsContact Center Workforce Management A Complete Guide - 2021 Edition Rating: 0 out of 5 stars0 ratingsWFM workforce management Third Edition Rating: 0 out of 5 stars0 ratingsHelpdesk A Complete Guide - 2020 Edition Rating: 0 out of 5 stars0 ratingsCall Center A Complete Guide - 2021 Edition Rating: 0 out of 5 stars0 ratingsHigh-Volume Call Center A Clear and Concise Reference Rating: 0 out of 5 stars0 ratingsCustomer Service Training 101: Quick and Easy Techniques That Get Great Results Rating: 0 out of 5 stars0 ratingsCall Center Representative I: Passbooks Study Guide Rating: 0 out of 5 stars0 ratingsEssential Contact Centre KPIs Rating: 5 out of 5 stars5/5Customer with a Capital C: Customer-Centric Service in a Nutshell Rating: 0 out of 5 stars0 ratingsStandard operating procedure A Complete Guide - 2019 Edition Rating: 0 out of 5 stars0 ratingsCustomer Service In An Instant: 60 Ways to Win Customers and Keep Them Coming Back Rating: 0 out of 5 stars0 ratingsCall Center Survival Guide: How to Obtain (and Thrive in) A Call Center Job Rating: 5 out of 5 stars5/5Voice of the customer A Complete Guide - 2019 Edition Rating: 0 out of 5 stars0 ratingsGreat Customer Service on the Telephone Rating: 0 out of 5 stars0 ratingsThe Service Desk Handbook – A guide to service desk implementation, management and support Rating: 0 out of 5 stars0 ratingsDocument management system A Complete Guide - 2019 Edition Rating: 0 out of 5 stars0 ratingsHelp Desk Support Complete Self-Assessment Guide Rating: 0 out of 5 stars0 ratingsContact Center Interaction Analytics A Complete Guide - 2020 Edition Rating: 0 out of 5 stars0 ratingsFacility Management A Complete Guide - 2021 Edition Rating: 0 out of 5 stars0 ratingsClient Relationship Management A Complete Guide - 2021 Edition Rating: 0 out of 5 stars0 ratingsMeasuring Customer Experience The Ultimate Step-By-Step Guide Rating: 0 out of 5 stars0 ratingsContact Center Quality Management Standard Requirements Rating: 0 out of 5 stars0 ratingsApplying Knowledge Management: Techniques for Building Corporate Memories Rating: 4 out of 5 stars4/5
Enterprise Applications For You
50 Useful Excel Functions: Excel Essentials, #3 Rating: 5 out of 5 stars5/5Creating Online Courses with ChatGPT | A Step-by-Step Guide with Prompt Templates Rating: 4 out of 5 stars4/5Notion for Beginners: Notion for Work, Play, and Productivity Rating: 4 out of 5 stars4/5Excel Formulas and Functions 2020: Excel Academy, #1 Rating: 4 out of 5 stars4/5Bitcoin For Dummies Rating: 4 out of 5 stars4/5Excel : The Ultimate Comprehensive Step-By-Step Guide to the Basics of Excel Programming: 1 Rating: 5 out of 5 stars5/5Learn Windows PowerShell in a Month of Lunches Rating: 0 out of 5 stars0 ratingsQuickBooks 2023 All-in-One For Dummies Rating: 0 out of 5 stars0 ratingsSystems Thinking: Managing Chaos and Complexity: A Platform for Designing Business Architecture Rating: 4 out of 5 stars4/5Salesforce.com For Dummies Rating: 3 out of 5 stars3/5Excel Tips and Tricks Rating: 0 out of 5 stars0 ratings101 Ready-to-Use Excel Formulas Rating: 4 out of 5 stars4/5Excel Formulas That Automate Tasks You No Longer Have Time For Rating: 5 out of 5 stars5/5Zoom For Dummies Rating: 0 out of 5 stars0 ratings102 Useful Excel 365 Functions: Excel 365 Essentials, #3 Rating: 0 out of 5 stars0 ratingsExcel Data Analysis For Dummies Rating: 0 out of 5 stars0 ratingsMastering QuickBooks 2020: The ultimate guide to bookkeeping and QuickBooks Online Rating: 0 out of 5 stars0 ratingsChatGPT Ultimate User Guide - How to Make Money Online Faster and More Precise Using AI Technology Rating: 0 out of 5 stars0 ratingsExcel 2019 Bible Rating: 4 out of 5 stars4/5QuickBooks 2024 All-in-One For Dummies Rating: 0 out of 5 stars0 ratingsEnterprise AI For Dummies Rating: 3 out of 5 stars3/5The Ridiculously Simple Guide to Google Docs: A Practical Guide to Cloud-Based Word Processing Rating: 0 out of 5 stars0 ratingsExcel 2019 For Dummies Rating: 3 out of 5 stars3/5QuickBooks 2021 For Dummies Rating: 0 out of 5 stars0 ratings
Reviews for Call Center Operation
Rating: 5 out of 5 stars
5/5
3 ratings0 reviews
Book preview
Call Center Operation - Duane Sharp
Enjoying the preview?
Page 1 of 1