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Call Center Management on Fast Forward: Succeeding in Today's Dynamic Customer Contact Environment (2nd Edition)

ISBN: 9781932558067
Publisher: ICMI Press
Edition:
Publication Date: 2006-11-15
Number of pages: 440
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  • Regular price $20.23

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Description


The industry s No. 1 selling book on call center management! Now updated and expanded, "Call Center Management on Fast Forward"; is the most comprehensive source available on running a call center. It covers every aspect of call center management - service level, forecasting, scheduling, resource calculations, metrics, quality, budgeting, reporting, strategy and key enabling technologies - in a format that is well-organized and easy to understand. The updated and expanded edition contains important new information, including: Trends in customer expectations; Best practices in performance reports and objectives; How to create an effective customer access strategy appropriate for today's environment; How to manage multichannel contacts with quality; New technologies and how they re changing customer contact services; Improving the call center s strategic impact and ROI; New case studies and examples from Wells Fargo, Starbucks, Aetna and many others.

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