{"product_id":"call-centers-for-dummies-paperback-softback-9780470677438","title":"Call Centers For Dummies (Paperback \/ softback) 9780470677438","description":"\u003cfont face=\"Georgia\"\u003e\r\n\u003cp\u003e\u003cfont size=\"6\"\u003eCall Centers For Dummies\u003c\/font\u003e\u003cbr\u003e\r\n\r\n\r\n\r\n\r\n\r\n\u003c\/p\u003e\n\u003cp\u003e\u003cfont size=\"4\"\u003eReal Bergevin (Author), Afshan Kinder (Author), Winston Siegel (Author), Bruce Simpson (Author)\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003e9780470677438, Wiley\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003ePaperback \/ softback, published 17 September 2010\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003e384 pages\u003cbr\u003e23.1 x 18.5 x 2.5 cm, 0.522 kg\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\r\n\r\n\r\n\r\n\u003cp align=\"justify\"\u003e\u003cstrong\u003e\u003cfont size=\"3\"\u003eTips on making your call center a genuine profit center  \u003cp\u003eIn North America, call centers are a $13 billion business, employing 4 million people. For managers in charge of a call center operation, this practical, user-friendly guide outlines how to improve results measurably, following its principles of revenue generation, efficiency, and customer satisfaction. In addition, this new edition addresses many industry changes, such as the new technology that's transforming today's call center and the location-neutral call center. It also helps readers determine whether it's cost-efficient to outsource operations and looks at the changing role and requirements of agents.\u003c\/p\u003e \u003cul\u003e \u003cli\u003eThe ultimate call center guide, now revised and updated\u003c\/li\u003e \u003cli\u003eThe authors have helped over 60 companies improve the efficiency and effectiveness of their call center operations\u003c\/li\u003e \u003cli\u003eOffers comprehensive guidance for call centers of all sizes, from 20-person operations to multinational businesses\u003c\/li\u003e \u003c\/ul\u003e \u003cp\u003eWith the latest edition of \u003ci\u003eCall Centers For Dummies\u003c\/i\u003e, managers will have an improved arsenal of techniques to boost their center's bottom line.\u003c\/p\u003e\u003c\/font\u003e\u003c\/strong\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003e\u003cp\u003eIntroduction 1\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart I: From the Ground Up: An Overview of the Call Center 7\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eChapter 1: A First Look at Call Centers 9\u003c\/p\u003e \u003cp\u003eChapter 2: Business Basics: Models and Drivers and Goals, Oh My! 19\u003c\/p\u003e \u003cp\u003eChapter 3: Developing the Cast of Characters 43\u003c\/p\u003e \u003cp\u003eChapter 4: Building a Call Center of Your Own 65\u003c\/p\u003e \u003cp\u003eChapter 5: Choosing the Outsourcing Option 85\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart II: The Master Plan: Finance, Analysis, and Resource Management 107\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eChapter 6: Analyze This! 109\u003c\/p\u003e \u003cp\u003eChapter 7: Right People, Right Place, Right Time: Resource Management 143\u003c\/p\u003e \u003cp\u003eChapter 8: Call Center Scheduling: Not As Simple As 1, 2, 3 157\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart III: Making Life Better with Technology 185\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eChapter 9: An Introduction to Call Center Technology 187\u003c\/p\u003e \u003cp\u003eChapter 10: Technological Enhancements: Getting the Newest and Coolest Stuff 209\u003c\/p\u003e \u003cp\u003eChapter 11: Using Home Agents 221\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart IV: Creating High-Performance Teams 241\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eChapter 12: Hiring and Training 243\u003c\/p\u003e \u003cp\u003eChapter 13: Creating a Coaching Culture 257\u003c\/p\u003e \u003cp\u003eChapter 14: Creating a Motivated Workforce 265\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart V: Ensuring Continuous Improvement 281\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eChapter 15: The Power of Process Improvement 283\u003c\/p\u003e \u003cp\u003eChapter 16: Mastering Change in Your Organization 299\u003c\/p\u003e \u003cp\u003eChapter 17: Quality-Control Programs and Certifications 313\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart VI: The Part of Tens 321\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eChapter 18: Ten Ways to Improve Agents’ Job Satisfaction 323\u003c\/p\u003e \u003cp\u003eChapter 19: Ten Questions Every Call Center Manager Should Answer 329\u003c\/p\u003e \u003cp\u003eChapter 20: Almost Ten Ways to Decrease Call Center Costs and Increase Efficiency 335\u003c\/p\u003e \u003cp\u003eAppendix A: Key Call Center Definitions and Concepts 341\u003c\/p\u003e \u003cp\u003eAppendix B: Call Center Support Services 349\u003c\/p\u003e \u003cp\u003eIndex 353\u003c\/p\u003e\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003eSubject Areas: Business \u0026amp; management [\u003ca title=\"See our other books on Business \u0026amp; management\" href=\"https:\/\/freshlyprintedbooks.co.uk\/search?q=%22Business%20\u0026amp;%20management%20%5BKJ%5D%22\"\u003eKJ\u003c\/a\u003e]\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\r\n\u003c\/font\u003e","brand":"For Dummies","offers":[{"title":"Brand New","offer_id":52470059237656,"sku":"9780470677438","price":14.28,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0730\/2037\/5320\/files\/9780470677438.jpg?v=1785630754","url":"https:\/\/freshlyprintedbooks.co.uk\/products\/call-centers-for-dummies-paperback-softback-9780470677438","provider":"Freshly Printed Books","version":"1.0","type":"link"}