Books about Call center from Amazon.com

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..
Price: $15.67 [Notify me when price goes down.]

As the cost of doing business increases, call centers and help desks are frequently moving overseas How can your center remain competitive? Is pooling the best way to slash your wait times? James Abbott concisely answers these questions as he leads you through the world of process-centered customer service. Strategic and tactical terms, how to choose metrics to measure, and the miracle of Queuing Science are covered thoroughly, using easy-to-grasp anecdotes to explain the key technical topics..
Price: $19.95 [Notify me when price goes down.]

The industry s No. 1 selling book on call center management! Now updated and expanded, "Call Center Management on Fast Forward"; is the most comprehensive source available on running a call center. It covers every aspect of call center management - service level, forecasting, scheduling, resource calculations, metrics, quality, budgeting, reporting, strategy and key enabling technologies - in a format that is well-organized and easy to understand. The updated and expanded edition contains important new information, including: Trends in customer expectations; Best practices in performance reports and objectives; How to create an effective customer access strategy appropriate for today's environment; How to manage multichannel contacts with quality; New technologies and how they re changing customer contact services; Improving the call center s strategic impact and ROI; New case studies and examples from Wells Fargo, Starbucks, Aetna and many others..
Price: $26.27 [Notify me when price goes down.]

After years of fending off challenges from the world's most dangerous terrorists, Op-Centre has been brought to heel by the US Congress A short-sighted committee has cut Paul Hood's budget, and the first victim is his friend Mike Rodgers. But General Rodgers may not be looking for work for very long. Dynamic Senator Donald Orr is making a run for President at the head of his own third party. Running on a platform of extreme isolationism, Orr presents a real challenge to the two-party system, and he needs a strong military advisor to make his team complete. The problem is that Orr may be involved in more than just ordinary political intrigue. The bodies of two murdered millionaires may be tied into the new party, and Op-Centre is seeking the killer..
Price: $0.71 [Notify me when price goes down.]

101 Lessons for GREAT Call Center Management subscribes to the premise that great ideas can be taught in a SIMPLE and FUN format.

The book and its content are inventive, creative and innovative 101 lessons, concise and clear to understand, quick to read and digest, supported by lesson plans and cartoons to consider, brainstorm and then implement in your call center.

Best of all, each lesson is meaningful, important, and even critical to call center management and operations. Take one lesson and dream up dozens of ways to use it in your business. Readers will be enamored by how such a quick lesson on one page can be so pertinent to practical and daily call center management.

Call Center managers, trainers, team leaders and executives will enjoy each lesson. Teams of management should study and use each lesson in groups, develop programs and packages around it, and deliver initiatives to the organization. Utilize the lessons in morning staff meetings. Share the ideas with other departments. Most critically, USE the materials! So simple, yet so powerful.

Enjoy a special book focused on the people side of contact centers. We call it "Human Engineering". Terrific ideas for supervising people, driving sales and service and building operations in your inside sales or customer care contact center. A truly useful and fun read at a wonderful price..
Price: $9.95 [Notify me when price goes down.]

Call Center Forecasting & Scheduling There is simply no way to establish and operate an effective call center environment without a solid understanding of the principles behind forecasting, staffing, scheduling, service level, queuing dynamics and real-time management. Originally published in the pages of Call Center Management Review, these articles were selected for their educational value, practicality, and most importantly, coverage of timeless call center management principles. 104 pages, paperback, more than 35 charts and graphs..
Price: $16.95 [Notify me when price goes down.]

Need to know how to buy a phone switch for your call center? How to measure the productivity of agents? How to choose from two cities that both want your center? No problem. The Call Center Handbook is a complete guide to starting, running, and im

Establish and operate an efficient call center with this authoritative guide that covers everything from choosing the best site and buying the right equipment to managing agents, monitoring productivity, and enhancing customer relationships..
Price: $26.00 [Notify me when price goes down.]

Companies looking for a competitive edge must convert their reactive, cost-laden contact programs into proactive, revenue-generating, "real-time" contact centres. Real-time is a big "buzzword" in the customer service field right now, and this book offers real, practical strategies for turning the call centre into a real-time operation that generates profits. These centres provide an outstanding customer experience, enhance loyalty, create new revenue, reduce expenses, and streamline the flow of information between the center and the rest of the company. "The Real-Time Contact Center" shows how to implement one..
Price: $8.75 [Notify me when price goes down.]

The ideal book written directly for call center management.

A must-read for supervisors, team leaders, managers, trainers and executives.

Are you ready to manage your call center? The premise of this book is clear. When management understands the human initiative, and creates a roadmap that stresses performance through people, organizations and customers win.

How to Become a GREAT Call Center Manager teaches managers to become GREAT at call center supervision, training, coaching and leadership. Includes strategies, worksheets and custom designed outlines for all levels of call center management.

After every section there is a question to probe readers about their thoughts on call center management. And, throughout the book are worksheets to guide call center management and their development. Plus, the book contains 45 "quick strategies" for call center managers.

Become the best call center manager!.
Price: $9.95 [Notify me when price goes down.]