Books about Inbound from Amazon.com

This is the only book available today that provides a very readable, step-by-step guide for managing an incoming call center. The book combines theory with practical advice and is filled with over 100 charts and graphs, several case studies and an extensive glossary and index..
Price: $31.89 [Notify me when price goes down.]

An outstanding collection of simple, quick attacking plays designed to get the ball in the hands of the right players at the right place on the floor in order to score. All plays are designed to get the ball to the hoop in fewer than three passes. Covers box sets, 1-4 low sets, stack sets, random sets, lob plays, bunch and random sets, and side out-of-bounds plays. Each play is thoroughly diagrammed and explained to make them easy to teach and easy to implement..
Price: $12.77 [Notify me when price goes down.]

The focus of this book is on the management of inbound call centers Based on technical performance measures this book develops economic performance measures for different classes of telephone service numbers. Both the numbers of agents and the number of offered phones lines are decision variables in the operational personnel planning process. Since call arrivals as well as call-handling times are random in inbound call centers, this book concentrates on performance analysis and optimization using queueing models. These models may differ with respect to several features, for example, the number of customer classes, the number of differently trained agent groups, the limitation of the waiting room, or the customer's impatience. This book describes mathematical methods and algorithms to relate these decision variables to technical as well as economic performance measures.

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Price: $76.14 [Notify me when price goes down.]

This digital document is an article from Customer Interaction Solutions, published by Technology Marketing Corporation on May 1, 2003. The length of the article is 2776 words. The page length shown above is based on a typical 300-word page. The article is delivered in HTML format and is available in your Amazon.com Digital Locker immediately after purchase. You can view it with any web browser.

Citation Details
Title: Customer Inter@ction Solutions[TM] magazine's: eighteenth-annual Top 50 inbound teleservices agencies ranking. (Outsourcing).
Publication:Customer Interaction Solutions (Magazine/Journal)
Date: May 1, 2003
Publisher: Technology Marketing Corporation
Volume: 21 Issue: 11 Page: 44(4)

Distributed by Thomson Gale.
Price: $5.95 [Notify me when price goes down.]