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Call Center Management on Fast Forward
This is the only book available today that provides a very readable, step-by-step guide for managing an incoming call center. The book combines theory with practical advice and is filled with over 100 charts and graphs, several case studies and an extensive glossary and index. Readers will learn how to: achieve service level with quality in an era of more transactions, growing complexity and heightened caller expectations; understand the "how" behind best practices; boost caller satisfaction; win top management's support; and discover what separates a good call center from a great one.
Leading the Customer Experience
Lead your organization with a customer experience vision that captures the voice of the customer and empowers employees to improve how they develop, market and sell your products and services.
Call Center Optimization
This book gives an accessible overview of the role and potential of mathematical optimization in call centers. It deals extensively with all aspects of workforce management, but also with topics such as call routing and the scheduling of multiple channels. It does so without going into the mathematics, but by focusing on understanding its consequences. This way the reader will get familiar with workload forecasting, the Erlang formulas, simulation, and so forth, and learn how to improve call center performance using it. The book is primarily meant for call center professionals involved in planning and business analytics, but also call center managers and researchers will find it useful. There is an accompanying website which contains several online calculators.
Leading the Customer Experience
DISTINGUISHED FAVORITE: NYC Big Book Award 2021 - Marketing & PR Many organizations and leaders struggle to respond effectively to fast-evolving customer expectations driven by innovations in products, services and technologies such as AI and mobile. Failing to build the necessary strategy, culture and processes, they suffer from high costs, dissatisfied customers and brand damage. The mandate to get customer experience right is real and urgent. Leading the Customer Experience is a guide to shaping experiences that win loyalty and deliver outstanding business results. It provides a bold, step-by-step approach that will get you and your team pointed in the right direction. And equipped to mak...
Call Center Operations Management Handbook and Study Guide
This handbook is part two of ICMI's comprehensive, four-part series on call center management, which includes people management, operations management, customer relationship management, and leadership and business management. 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.
The Book of Lies
Cain killed Abel: the original murder. But the Bible is silent about one key detail: the weapon Cain used to kill his brother. It's a mystery that's never been solved. Until now. In Florida, Cal Harper comes face-to-face with his family's greatest secret: his long-lost father, who's been shot with a gun that traces back to an unsolved murder in 1932. What could that murder have to do with the biblical one? Father and son are suddenly thrown into a bloodthirsty quest for an ancient weapon, and the answer to a secret that people are dying to find. But closing in on them is a man tattooed with the mark of Cain - the world's first killer. In his pocket he carries the means of causing a horrifying death. And in his heart an insatiable desire for what he believes is his birthright . . .
Call Center Forecasting and Scheduling
Call Center Forecasting & Scheduling There is simply no way to establish and operate an effective call center environment without a solid understanding of the principles behind forecasting, staffing, scheduling, service level, queuing dynamics and real-time management. Originally published in the pages of Call Center Management Review, these articles were selected for their educational value, practicality, and most importantly, coverage of timeless call center management principles. - Amazon
The Populist Persuasion
"Kazin has written a thoughtful and important book on one of the more consequential movements in American politics-populism. Tracing the emergence of populist campaigns from the 19th century to the present day, he looks at such movements as the labor movement, the prohibitionist crusade, Catholic radio populist Father Coughlin, the New Left, and the recent advance of conservative populism, as identified with such figures as George Wallace and Ronald Reagan. Kazin opens by saying, 'I began to write this book as a way of making sense of a painful experience: the decline of the American Left, including its liberal component, and the rise of the Right.' Anyone interested in either political tendency will find this book both informative and engaging. It is a powerful, elegantly written, and observant study that never fails to retain the reader's interest."—Library Journal For the revised Cornell edition, Michael Kazin has rewritten the final chapter, bringing his coverage of American populism up to the 1996 presidential election, and he has added a new conclusion.
