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Call Centers For Dummies
  • Language: en
  • Pages: 408

Call Centers For Dummies

The fast and easy way to improve call center management and response Are you a call center professional seeking trusted and practical advice for improving your results and positively affecting your company's bottom line? Now updated with coverage of the latest technological advancements and developments in the field, Call Centers For Dummies, 2nd Edition is the ultimate call center reference guide. With new tools and tactics specifically designed for call center managers, Call Centers For Dummies, 2nd Edition helps put value on customer relations efforts undertaken in call centers and shows you how to implement new strategies for continual improvement and superior customer service. Features new to this edition include Guidance on determining whether outsourcing is a cost-efficient option for your company Coverage of new technologies that help cut costs A look at how today's call centers can benefit from empowering their agents Like any tech-driven industry, call centers are facing rapid change. With Call Centers For Dummies, 2nd Edition, you can be sure you're getting the most up-to-date, easy-to-follow coverage of this advancing field.

Call Center Operation
  • Language: en
  • Pages: 303

Call Center Operation

Complete coverage of the critical issues to set up, manage and efficiently maintain a call center.

The Call Center Dictionary
  • Language: en
  • Pages: 227

The Call Center Dictionary

  • Type: Book
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  • Published: 2002-01-03
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  • Publisher: CRC Press

Your company needs a call center to be competitive in the 21st century. This book is your guide to the technology, techniques, and trends in today's call centers. The Call Center Dictionary contains all the information you need to: Understand: Your boss,

Telecom Management for Call Centers
  • Language: en
  • Pages: 220

Telecom Management for Call Centers

  • Type: Book
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  • Published: 2015-04-17
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  • Publisher: iUniverse

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 are practical and easily applicable, focusing on the issues the telecom manager faces in his or her daily operational work. The lessons learned by the professionals in this growing field are not often documented and shared. This guide provides documentation of this practical knowledge in a single volume, presented by telecom professionals Luiz Augusto de Carvalho and Olavo Alves Jr. It offers a general view of how telecom infrastructures in large call-cent...

Performance Analysis and Optimization of Inbound Call Centers
  • Language: en
  • Pages: 219

Performance Analysis and Optimization of Inbound Call Centers

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.

The Language of Outsourced Call Centers
  • Language: en
  • Pages: 319

The Language of Outsourced Call Centers

The Language of Outsourced Call Centers is the first book to explore a large-scale corpus representing the typical kinds of interactions and communicative tasks in outsourced call centers located in the Philippines and serving American customers. The specific goals of this book are to conduct a corpus-based register comparison between outsourced call center interactions, face-to-face American conversations, and spontaneous telephone exchanges; and to study the dynamics of cross-cultural communication between Filipino call center agents and American callers, as well as other demographic groups of participants in outsourced call center transactions, e.g., gender of speakers, agents' experience and performance, and types of transactional tasks. The research design relies on a number of analytical approaches, including corpus linguistics and discourse analysis, and combines quantitative and qualitative examination of linguistic data in the investigation of the frequency distribution and functional characteristics of a range of lexico/syntactic features of outsourced call center discourse.

Call Center 100 Success Secrets
  • Language: en
  • Pages: 172

Call Center 100 Success Secrets

  • Type: Book
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  • Published: 2007-12
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  • Publisher: Lulu.com

There has never been a CALL CENTER manual like this. 100 Success Secrets is not about the ins and outs of the CALL CENTER. Instead, it answers the top 100 questions that we are asked and those we come across in forums, our consultancy and education programs. It tells you exactly how to deal with those questions, with tips that have never before been offered in print. This book is also not about a CALL CENTER's best practice and standards details. Instead it introduces everything you want to know to be successful with and in a CALL CENTER. Some of the contents: The Difference Between an Advanced Call Center and A Large Call Center What Does an Appointment Setter Call Center Part Time Employee...

Call Centers and the Global Division of Labor
  • Language: en
  • Pages: 220

Call Centers and the Global Division of Labor

  • Type: Book
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  • Published: 2014-03-26
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  • Publisher: Routledge

Call centers have come, in the last three decades, to define the interaction between corporations, governments, and other institutions and their respective customers, citizens, and members. The offshoring and outsourcing of call center employment, part of the larger information technology and information-technology-enabled services sectors, continues to be a growing practice amongst governments and corporations in their attempts at controlling costs and providing new services. While incredible advances in technology have permitted the use of distant and "offshore" labor forces, the grander reshaping of an international political economy of communications has allowed for the acceleration of t...

Call Centre - An Inside Story
  • Language: en
  • Pages: 299

Call Centre - An Inside Story

"A Life Running 24/7 The book describes the story of a small town youth being unsuccessful in Law profession, tries his destiny in a call center. Having faced some obstacles, he gets the job. Initially, he is shocked by the Call Center culture. Gradually he understands the hardships, hectic schedule and effect of the fatigue of the nightshift that has on its employees though it offers attractive salary and incentives. The book also deals with the causes that make youth addictive to bad habits which provide temporary relief to their frustrations. Finally it contains the truth ""What happens behind the big buildings of glass"

Cases in Call Center Management
  • Language: en
  • Pages: 356

Cases in Call Center Management

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.