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Call Centers for Dummies

Call Centers for Dummies 0470677430
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Call Centers for Dummies is the ideal resource for call center managers. Using Call Centers for Dummies, the manager will be equipped with a guide that, working under the principals of revenue generation, efficiency, and customer satisfaction, will improve results measurably. Instead of viewing the call center only as a cost center, managers, equipped with new tools, will be able to affect the bottom line through continuous improvement. This new edition of Call Centers For Dummies covers the many changes to the call center industry since the publication of the last edition, including the following: Location-neutral call centers: Businesses can use new technologies to achieve everything they used to do from a call center, without needing a bricks-and-mortar base of operations, realizing major cost savings. Outsourcing: According to Datamonitor, almost 90 percent of call centers are currently in-house. Call Centers For Dummies will help readers determine if it's cost efficient to outsource their call center operations. New responsibilities for agents: As call centers become more sophisticated, so too do the job requirements for agents. The new edition will look at how this role has changed and how today's call centers can benefit from empowering their agents.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. 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. The ultimate call center guide, now revised and updated The authors have helped over 60 companies improve the efficiency and effectiveness of their call center operations Offers comprehensive guidance for call centers of all sizes, from 20-person operations to multinational businesses With the latest edition of Call Centers For Dummies, managers will have an improved arsenal of techniques to boost their center's bottom line.With coverage of the various technological advancements and developments in the field of call centers, this guide helps put value on customer relations efforts undertaken in call centers and shows you how to implement different strategies for continual improvement and superior customer service.

Call Centers for Dummies is the ideal resource for call center managers. Using Call Centers for Dummies, the manager will be equipped with a guide that, working under the principals of revenue generation, efficiency, and customer satisfaction, will i
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