Call Center Management on Fast Forward Succeeding in the New Era of Customer Relationships

Name: Call Center Management on Fast Forward Succeeding in the New Era of Customer Relationships
Price: 4.61 USD
Availability: InStock
ISBN: 9780985461102

ISBN-10: 0985461101

ISBN-13: 9780985461102

Edition: 3rd 2012

Authors: Brad Cleveland

List price: $39.95

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Book details

List price: $39.95
Edition: 3rd
Copyright year: 2012
Publisher: ICMI
Publication date: 5/1/2012
Binding: Paperback
Pages: 490
Size: 6.00" wide x 9.00" long x 1.00" tall
Weight: 2.002
Language: English



Acknowledgments


Foreword


Introduction



The New Era of Customer Relationships



Familiar Challenges, New Opportunities



The Blueprint - Your Customer Access Strategy



The Driving Forces in Customer Contact Centers



A Planning and Management Framework



Accessibility, a Core Value



Acquiring Necessary Data



Forecasting the Center's Workload



Determining Base Staff and System Resources



Successful Scheduling



Understanding Contact Center Dynamics



How Contact Centers Behave



Communicating with Senior Management



Real-Time Management



Elevating Quality and Performance



Establishing the Right Measures and Objectives



Improving Contact Center and Organizationwide Performance



Boosting Individual Performance



Building a More Effective Organization



Leadership in the New Era of Customer Relationships



Enabling Technologies, New Possibilities



Characteristics of the Best-Managed Contact Centers


Notes


Acronyms


Glossary


Index