Call Center - Books On Amazon.com _{Check eBay.com!}

BOOK
Call Center Operations Management Handbook and Study Guide (ICMI's Handbook/Study Guide)
Debbie Harne
$170.12

About this product:
Call center operations is a specialized management field with its own theories and terminology. The fundamental dynamics of the randomly arriving call center workload create multiple challenges in the areas of forecasting, staffing, technology and facilities management. A firm understanding of these challenges is required for a call center leader to accomplish the objectives of the organization and satisfy customers.

The Call Center Operations Management Handbook and Study Guide provides this solid foundation through an examination of key performance indicators, call center planning and management processes, call center technology and facilities management. The guide begins with an explanation of service level and response time — key objectives that measure the accessibility of the center. A detailed examination of other key performance indicators follows. The third section of the guide provides an in-depth discussion of the planning and management processes upon which call center operations depend, including forecasting, staffing and scheduling. The guide then transitions from processes to technology with an integrated look at the technologies present in the best of today’s centers. The guide closes with site selection, call center design, health and safety issues, and disaster recovery principles.

BOOK
Call Centers Made Easy
Stephen Medcroft
$9.51

About this product:
Every business has a call center where the company interacts with its customers.

BOOK
Performance Analysis and Optimization of Inbound Call Centers (Lecture Notes in Economics and Mathematical Systems)
Raik Stolletz
$76.89

About this product:

The focus of this book is on the management of inbound call centers. Based on technical performance measures this book develops economic performance measures for different classes of telephone service numbers. Both the numbers of agents and the number of offered phones lines are decision variables in the operational personnel planning process. Since call arrivals as well as call-handling times are random in inbound call centers, this book concentrates on performance analysis and optimization using queueing models. These models may differ with respect to several features, for example, the number of customer classes, the number of differently trained agent groups, the limitation of the waiting room, or the customer's impatience. This book describes mathematical methods and algorithms to relate these decision variables to technical as well as economic performance measures.

BOOK
One Night at the Call Center: A Novel
Chetan Bhagat
$8.30

About this product:
Press 1 for technical support.
Press 2 for broken hearts.
Press 3 if your life has totally crashed. . . .

Six friends work nights at a call center in India, providing technical support for a major U.S. appliance corporation. Skilled in patience–and accent management–they help American consumers keep their lives running. Yet behind the headsets, everybody’s heart is on the line.

Shyam (Sam to his callers) has lost his self-confidence after being dumped by the girl who just so happens to be sitting next to him. Priyanka’s domineering mother has arranged for her daughter’s upscale marriage to an Indian man in Seattle. Esha longs to be a model but discovers it’s a horizontal romp to the runway. Lost, dissatisfied Vroom has high ideals, but compromises them by talking on the phone to idiots each night. Traditional Radhika has just found out that her husband is sleeping with his secretary. And Military Uncle (nobody knows his real name) sits alone working the online chat.

They all try to make it through their shifts–and maintain their sanity–under the eagle eye of a boss whose ego rivals his incompetence. But tonight is no ordinary night. Tonight is Thanksgiving in America: Appliances are going haywire, and the phones are ringing off their hooks. Then one call, from one very special caller, changes everything.

Chetan Bhagat’s delicious romantic comedy takes us inside the world of the international call center, where cultural cross-wires come together with perfect pathos, hilarity, and spice.

BOOK
Contact Center Complete Handbook - How to Analyze, Assess, Manage and Deliver Customer Business Needs and Exceed Customer Expectations With Help Desk, Call Center, Support Center and Service Desk
Gerard Blokdijk
$47.45

About this product:
The traditional call center-rows of agents in headsets answering calls-is becoming obsolete. In a consumer-driven, Internet-enabled world, your customers aren't just calling you. They want to reach you via email, IM, text, and more. And simply "taking" calls isn't enough to keep customers loyal-you need to proactively reach out to build relationships, upsell, and solve problems before they become deal-breakers.

In short, you need a contact center. You need to reach your customers using the communications channels they want. You need to balance inbound and outbound communications so that no one is left waiting. And you have to do all of this while cutting costs, improving agent efficiency, and maximizing the value of every customer.

This book helps. From internal operations to customer relationship management, it offers solutions to help make your entire contact center more effective.

This Contact Center book focuses on strategies for effective customer care and problem resolution, as well as the fundamentals for help desk, Contact Center, and customer support processes and tools, and an introduction to ITIL® processes.

"Covers every detail, including some missed in other books - This thorough book provides a clear roadmap to designing, implementing and operating contact centers. The author leaves no key process out and completely covers everything from initial concept to measuring support effectiveness and process improvement."

This book delivers everything for to develop a knowledge and understanding of Contact Center operations:

* How to assess customer business needs and exceed customer expectations

* Critical processes and procedures to resolve incidents quickly and consistently

* Numerous Contact Center Blueprints, templates and checklists

* Processes and procedures for Incident, Problem and Service Level Management

* Ways to create win-win interactions with customers, management, and team members

* An awareness of ITIL® processes

Besides the holistic view of the contact center technologies, you will find the sections on Building a Customer Contact Technology Strategies and Service Level Management to be valuable every day, every project. Great diagrams and charts add tremendous value to the clear and concise writing. This is also a book that will stand the test of time; the principles surrounding business drivers and the realistic expectations regarding CRM will provide value to contact center strategists for many years.

Covering Strategy and Operations Both, this book is able to effectively cover both the strategic and operational issues in a comprehensive, easy-to-understand manner. Every chapter of the book is well written with lots of valuable information.

Excellent advice based on reality, from the moment you open this book, you can tell the people who wrote it had worked in call centers. The advice is comprehensive and throughout the book they offer resources for additional information. If you have to give feedback to call center employees, get this book! If you are a new or seasoned call center manager, get this book. If you need to motivate call center employees, get this book! It is worth the money. This book will turn out to be the most useful.

Great for entrants - as well as those with experience in the industry, the book is well laid out and explains Contact Centers in detail. It gets right to the point of which data is important to gather and how to best illustrate that data. It helps to better organize KPI's and focus on just a few important pieces of data instead of having to sift through piles of numbers. This book also helps to become better at workforce management strategies and forecasting. This book will certainly bring you up to speed quickly. Even after reading and applying everything in the book, you will find yourself continue to reference it all the time.

BOOK
Call Center Staffing: The Complete, Practical Guide to Workforce Management
Penny Reynolds
$39.95

About this product:
Call Center Staffing - The Complete, Practical Guide to Call Center Management takes the reader through the step-by-step process of forecasting workload, calculating staff, creating schedules, tracking daily performance, and managing by the numbers in a call center. Topics include:

Overview of call center staffing issues
Data gathering and analysis
Forecasting workload
Calculating staff requirements
Creating staff schedules
Skill-based routing and scheduling
Managing intr-day staffing and service
Calculating trunk/network requirements
Staffing for multi-media contacts
Automating workforce management
Call Center staffing alternatives
Workforce management roles and responsibilities

The book is designed to be a how-to guide to enable today's call center professional to master the art and science of call center staffing.

BOOK
Call Center Supervision: The Complete, Practical Guide to Managing Frontline Staff
Penny Reynolds
$39.95

About this product:
The most important resource that any call center has is its people. Customer relationships can be made or broken by one single interaction, so much is riding on the shoulders of the frontline staff. Managing these call center staff requires specialized skills and knowledge to ensure that they perform to their potential and stay motivated to deliver excellent service.

Call Center Supervision The Complete, Practical Guide to Managing Frontline Staff is a book designed for anyone that manages people in a call center. It is a compilation of over 100 tips and strategies for maximizing the performance of call center employees. Topics include:

- Supervisory roles and responsibilities
- Developing a staffing plan
- Recruiting and hiring
- Orientation and training
- Key performance indicators
- Defining performance standards
- Measuring individual performance
- Diagnosing performance problems
- Fundamentals of coaching
- Motivating for performance
- Retention strategies
- Technology overview
- Common labor and personnel issues

BOOK
Call Center Agent Turnover and Retention: The Best of Call Center Management Review, Second Edition
Susan Hash
$10.23

About this product:
High agent turnover can cripple an organization—draining the call center’s budget, destroying staff morale and eroding customer satisfaction. Progressive call centers have taken a proactive approach to the battle against attrition with agent-centric processes designed to find, develop and keep top-performers. Call Center Agent Turnover and Retention offers tried-and-true practices and insights on:

• Understanding the costs associated with agent turnover

• Enhancing retention through agent empowerment and growth

• Developing retention-oriented recruiting processes

• Battling job stress and agent burnout

• Developing a positive culture

• Managing internal agent attrition

High staff turnover doesn’t have to be the "nature of the beast." Learn proven strategies from those who have won the war on attrition.

BOOK
Designing Effective Call Centers
James C. Abbott
$94.95

About this product:
Do you know the benefits of sigma design for the call center world? Does reducing cost at your center sound good to you? How about reducing cost while providing BETTER service? Chapter 16 shows you how a Six Sigma design can provide better service at a lower cost than traditional approaches.

Success doesn't just happen-it requires careful planning. The first step is determining the correct design for your call center or help desk. Author James Abbott walks readers through what can and can't be managed, who should be making what types of decisions, and how to create and use a metric blueprint. He covers the necessary design terms so all of the players can communicate effectively. And he explains the essential role of Six Sigma in any well-designed center.

BOOK
ICMI's Pocket Guide to Call Center Management Terms: The Essential Reference for Contact Center, Help Desk and Customer Care Professionals
Brad Cleveland
$2.45

About this product:
Everything in the call center industry seems to be expanding-contact channels, customer, and employee expectations, technology options and the overall role of the call center. While the ICMI’s Pocket Guide to Call Center Management Terms may be diminutive in nature, it can have a big impact on the knowledge, eloquence and insight of those working in this dynamic profession.

With a comprehensive-though compact-guide to just about every industry acronym, as well as concise definitions of every term a manager or supervisor should know, The Pocket Guide aims to promote consistency and clarity in the way that call center professional worldwide communicate, cooperate, and strive to understand this exciting field.