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Call Centers For Dummies

by: Bergevin, Real; Kinder, Afshan; Siegel, Winston; Simpson, Bruce

ISBN: 9780470677438 | 0470677430

Edition: 2nd
Format: Paperback
Publisher: For Dummies
Pub. Date: 4/26/2010

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Summary Table of Contents Author Biography

Your friendly guide to profitable call center managementThe call center industry is one of the world's most rapidly growing and fastest changing. For call center managers or anyone who just wants the inside scoop on this exciting field, this guide is a must-read. Loaded with best practices from the most successful call centers around the world, Call Centers For Dummies covers everything you need to know, whether you're just setting up shop or looking to improve your operations.Start from the ground up - investigate where to locate and how to bu... MOREild a call center, understand the roles and responsibilities in a call center team, and consider the outsourcing optionCall center business basics - create a successful call center business model, determine achievable goals, and measure your center's progress through business driversEnsure proper resource management - discover how to always have the right staff levels - including home agents - through forecasting and schedulingGain efficiency through technology - see how advances in call center technology, such as interactive voice response and Voice over Internet Protocol, can help your call center agents be more productiveBuild high-performance teams - recruit and retain the best people by providing great training and keeping your agents motivatedKeep improving - explore strategies to identify areas of improvement and learn how to manage change within your call centerOpen the book and find:How to develop a positive company culture and high employee engagementStrategies to improve your customer satisfaction scores and first-call resolutionTips for designing the ideal space for your centerHow to select the right outsourcing partnerHow to create people-friendly work schedulesHow to set up a home agent programWays to decrease costs and increase efficiencyLearn to:Locate, design, and build a call centerMeasure productivity and quality and set appropriate goalsGain efficiency through schedulingand technologyBuild and retain high-performance teams

The fast and easy way to improve call center management and responseAre you a call center professional seeking trusted and practical advice for improving your results and positively affecting your company's bottom line? Now updated with coverage of the latest technological advancements and developments in the field, Call Centers For Dummies, 2nd Edition is the ultimate call center reference guide.With new tools and tactics specifically designed for call center managers, Call Centers For Dummies, 2nd Edition helps put value on customer relations efforts undertaken in call centers and shows you how to implement new strategies for continual improvement and superior customer service. Features new to this edition include Guidance on determining whether outsourcing is a cost-efficient option for your company Coverage of new technologies that help cut costs A look at how today's call centers can benefit from empowering their agentsLike any tech-driven industry, call centers are facing rapid change. With Call Centers For Dummies, 2nd Edition, you can be sure you're getting the most up-to-date, easy-to-follow coverage of this advancing field.

Tips on making your call center a genuine profit center In North America, call centers are a $13 billion business, employing 4 million people.

Introduction
From the Ground Up: An Overview of the Call Center
A First Look at Call Centers
Business Basics: Models and Drivers and Goals, Oh My!
Developing the Cast of Characters
Building a Call Center of Your Own
Choosing the Outsourcing Option
The Master Plan: Finance, Analysis, and Resource Management
Analyze This!	... MORE
Right People, Right Place, Right Time: Resource Management
Call Center Scheduling: Not As Simple As 1, 2, 3
Making Life Better with Technology
An Introduction to Call Center Technology
Technological Enhancements: Getting the Newest and Coolest Stuff
Using Home Agents
Creating High-Performance Teams
Hiring and Training
Creating a Coaching Culture
Creating a Motivated Workforce
Ensuring Continuous Improvement
The Power of Process Improvement
Mastering Change in Your Organization
Quality-Control Programs and Certifi cations
The Part of Tens
Ten Ways to Improve Agents' Job Satisfaction
Ten Questions Every Call Center Manager Should Answer
Almost Ten Ways to Decrease Call Center Costs and Increase Effi ciency
Key Call Center Definitions and Concepts
Call Center Support Services
Index
Table of Contents provided by Publisher. All Rights Reserved.

R�al Bergevin is executive vice president of Transcom Worldwide. Afshan Kinder, Winston Siegel, and Bruce Simpson are partners in SwitchGear Consulting, a company specializing in call centers and change management. SwitchGear's clients include companies such as Scotiabank, TELUS, and Ceridian.

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