Parametri
- 440pagine
- 16 ore di lettura
Maggiori informazioni sul libro
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, 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.
Acquisto del libro
Call Center Management on Fast Forward, Brad Cleveland
- Lingua
- Pubblicato
- 2006
- product-detail.submit-box.info.binding
- (In brossura)
Metodi di pagamento
Qui potrebbe esserci la tua recensione.
- Titolo
- Call Center Management on Fast Forward
- Lingua
- Inglese
- Autori
- Brad Cleveland
- Editore
- ICMI Press
- Pubblicato
- 2006
- Formato
- In brossura
- Pagine
- 440
- ISBN10
- 1932558063
- ISBN13
- 9781932558067
- Serie
- Valutazione
- 3,95 su 5
- Descrizione
- 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, 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.