Tips on making your call center a genuine profit center 
In 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. <ul>
<li>The ultimate call center guide, now revised and updated</li> <li>The authors have helped over 60 companies improve the efficiency and effectiveness of their call center operations</li> <li>Offers comprehensive guidance for call centers of all sizes, from 20-person operations to multinational businesses</li> </ul>
With the latest edition of Call Centers For Dummies, managers will have an improved arsenal of techniques to boost their center's bottom line.

Call Centers For Dummies

Business & Money

Bergevin, Réal

Kinder, Afshan

Siegel, Winston

Simpson, Bruce

Processes & Infrastructure

For Dummies

A fun and simple guide to improving call center management and response Call Centers For Dummies serves as the ideal resource for call center managers. Concentrating on revenue generation, efficiency, and customer satisfaction, it helps managers improve their results and affect their company's bottom line. With new tools and tactics specifically designed for call center managers, Call Centers For Dummies helps put a value on customer relations efforts undertaken in call centers and helps managers implement new strategies for continual improvement of customer service.

Engineering & Transportation

Automotive

Der Call Center-Markt ist zurzeit eine der am stärksten wachsenden Branchen. Doch auf was muss man alles achten, wenn man ein Call Center einrichtet und leitet? Finanzmanagement, Ressourcenanalyse, Performancesteigerung - all dies sind Dinge, die ein Call Center-Manager berücksichtigen muss. Welche Rolle spielt die IT? Wie sucht man das richtige Personal für ein Call Center aus? Wie schult man es und verbessert so seinen Kundenservice? Antworten auf all diese Fragen gibt der renommierte Call Center-Consultant Réal Bergevin in diesem angenehm lesbaren und hochinformativen Buch. Das ursprünglich kanadische Buch wurde in Zusammenarbeit mit dem Call Center Forum Deutschland e.V. und zahlreichen Call Center-Firmen auf den deutschen Markt zugeschnitten.

Call Center für Dummies (German Edition)

Reference

Foreign Language Study & Reference

Wiley-VCH

See the best price to sell, buy, or rent books by Bergevin, Réal. BookScouter helps to compare book prices from 25+ online bookstores and 30+ buyback vendors with a single search.

Books by Bergevin, Réal