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Call centres and contact centres form an important and rapidly growing part of today's business world. They present a range of management challenges, from strategic decisions about how to develop a customer strategy, business planning, through to detailed considerations of staffing levels and appropriate technology. This new handbook, the first of its kind, provides a unique insight giving expert opinions on how to get the most out of your contact centre operations. Natalie Calvert, a specialist in the field, has brought together a team of 35 experienced practitioners who provide invaluable knowledge, share their experiences and draw on real-life examples to suggest practical solutions on a wide range of topics. This handbook is an indispensible guide and reference for call and contact centre managers, HR specialists and senior executives responsible for marketing, sales or customer services. The handbook is divided into six parts: I The business plan II The people factor III Contact centre technology IV Standards, processes, and outsourcing V Building profitable customer relationships VI The future.
Call centres and contact centres form an important and rapidly growing part of today's business world. They present a range of management challenges, from strategic decisions about how to develop a customer strategy, business planning, through to detailed considerations of staffing levels and appropriate technology. This new handbook, the first of its kind, provides a unique insight giving expert opinions on how to get the most out of your contact centre operations. Natalie Calvert, a specialist in the field, has brought together a team of 35 experienced practitioners who provide invaluable knowledge, share their experiences and draw on real-life examples to suggest practical solutions on a wide range of topics. This handbook is an indispensible guide and reference for call and contact centre managers, HR specialists and senior executives responsible for marketing, sales or customer services. The handbook is divided into six parts: I The business plan II The people factor III Contact centre technology IV Standards, processes, and outsourcing V Building profitable customer relationships VI The future.
Each updated edition identifies nearly 35,000 live, print and electronic sources of information listed under more than 1,100 alphabetically arranged subjects--industries and business concepts and practices. Edited by business information expert James Woy.
The third edition of a text which considers the principles, processes and practice of management development. Two key areas of the text are the attention paid to the relationship between management development and managerial effectiveness and the application of knowledge about how managers learn.
Each updated edition of this detailed resource identifies nearly 35,000 live, print and electronic sources of information listed under more than 1,100 alphabetically arranged subjects -- industries and business concepts and practices. Edited by business information expert James Woy.
Forty-one contributions are grouped in sections on quality policy and concepts, costs and benefits, legislation and standards, organization and administration, design and engineering, purchasing and materials handling, statistical process control, quality functions in manufacturing, and participative quality improvement. Among the chapters new to this edition (first, 1990) are treatment of benchmarking, corporate culture, customer service, inspection and testing equipment, and value engineering. Annotation copyright by Book News, Inc., Portland, OR