Call Center Management on Fast Forward PDF ePub eBook

Books Info:

Call Center Management on Fast Forward free pdf The industry's number 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.

About Brad Cleveland

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Details Book

Author : Brad Cleveland
Publisher : Cmp United Business Media
Data Published : 01 November 2006
ISBN : 1932558063
EAN : 9781932558067
Format Book : PDF, Epub, DOCx, TXT
Number of Pages : 440 pages
Age + : 15 years
Language : English
Rating :

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