{"product_id":"call-centers-for-dummies-isbn-9780470677438","title":"Call Centers For Dummies","description":"Tips on making your call center a genuine profit center  \u003cp\u003eIn 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.\u003c\/p\u003e \u003cul\u003e \u003cli\u003eThe ultimate call center guide, now revised and updated\u003c\/li\u003e \u003cli\u003eThe authors have helped over 60 companies improve the efficiency and effectiveness of their call center operations\u003c\/li\u003e \u003cli\u003eOffers comprehensive guidance for call centers of all sizes, from 20-person operations to multinational businesses\u003c\/li\u003e \u003c\/ul\u003e \u003cp\u003eWith the latest edition of \u003ci\u003eCall Centers For Dummies\u003c\/i\u003e, managers will have an improved arsenal of techniques to boost their center's bottom line.\u003c\/p\u003e \u003cp\u003eIntroduction 1\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart I: From the Ground Up: An Overview of the Call Center 7\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eChapter 1: A First Look at Call Centers 9\u003c\/p\u003e \u003cp\u003eChapter 2: Business Basics: Models and Drivers and Goals, Oh My! 19\u003c\/p\u003e \u003cp\u003eChapter 3: Developing the Cast of Characters 43\u003c\/p\u003e \u003cp\u003eChapter 4: Building a Call Center of Your Own 65\u003c\/p\u003e \u003cp\u003eChapter 5: Choosing the Outsourcing Option 85\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart II: The Master Plan: Finance, Analysis, and Resource Management 107\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eChapter 6: Analyze This! 109\u003c\/p\u003e \u003cp\u003eChapter 7: Right People, Right Place, Right Time: Resource Management 143\u003c\/p\u003e \u003cp\u003eChapter 8: Call Center Scheduling: Not As Simple As 1, 2, 3 157\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart III: Making Life Better with Technology 185\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eChapter 9: An Introduction to Call Center Technology 187\u003c\/p\u003e \u003cp\u003eChapter 10: Technological Enhancements: Getting the Newest and Coolest Stuff 209\u003c\/p\u003e \u003cp\u003eChapter 11: Using Home Agents 221\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart IV: Creating High-Performance Teams 241\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eChapter 12: Hiring and Training 243\u003c\/p\u003e \u003cp\u003eChapter 13: Creating a Coaching Culture 257\u003c\/p\u003e \u003cp\u003eChapter 14: Creating a Motivated Workforce 265\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart V: Ensuring Continuous Improvement 281\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eChapter 15: The Power of Process Improvement 283\u003c\/p\u003e \u003cp\u003eChapter 16: Mastering Change in Your Organization 299\u003c\/p\u003e \u003cp\u003eChapter 17: Quality-Control Programs and Certifications 313\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart VI: The Part of Tens 321\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eChapter 18: Ten Ways to Improve Agents’ Job Satisfaction 323\u003c\/p\u003e \u003cp\u003eChapter 19: Ten Questions Every Call Center Manager Should Answer 329\u003c\/p\u003e \u003cp\u003eChapter 20: Almost Ten Ways to Decrease Call Center Costs and Increase Efficiency 335\u003c\/p\u003e \u003cp\u003eAppendix A: Key Call Center Definitions and Concepts 341\u003c\/p\u003e \u003cp\u003eAppendix B: Call Center Support Services 349\u003c\/p\u003e \u003cp\u003eIndex 353\u003c\/p\u003e   \u003cp\u003e\u003cb\u003eRéal Bergevin\u003c\/b\u003e is executive vice president of Transcom Worldwide. \u003cb\u003eAfshan Kinder, Winston Siegel,\u003c\/b\u003e and \u003cb\u003eBruce Simpson\u003c\/b\u003e 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.     \u003c\/p\u003e\u003cp\u003e\u003cb\u003e\u003ci\u003eLearn to:\u003c\/i\u003e\u003c\/b\u003e  \u003c\/p\u003e\u003cul\u003e \u003cli\u003eLocate, design, and build a call center\u003c\/li\u003e \u003cli\u003eMeasure productivity and quality and set appropriate goals\u003c\/li\u003e \u003cli\u003eGain efficiency through scheduling and technology\u003c\/li\u003e \u003cli\u003eBuild and retain high-performance teams\u003c\/li\u003e \u003c\/ul\u003e  \u003cp\u003e\u003cb\u003eYour friendly guide to profitable call center management\u003c\/b\u003e  \u003c\/p\u003e\u003cp\u003eThe 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, \u003ci\u003eCall Centers For Dummies\u003c\/i\u003e covers everything you need to know, whether you're just setting up shop or looking to improve your operations.  \u003c\/p\u003e\u003cul\u003e \u003cli\u003e\n\u003cb\u003eStart from the ground up\u003c\/b\u003e — investigate where to locate and how to build a call center, understand the roles and responsibilities in a call center team, and consider the outsourcing option\u003c\/li\u003e \u003cli\u003e\n\u003cb\u003eCall center business basics\u003c\/b\u003e — create a successful call center business model, determine achievable goals, and measure your center's progress through business drivers\u003c\/li\u003e \u003cli\u003e\n\u003cb\u003eEnsure proper resource management\u003c\/b\u003e — discover how to always have the right staff levels — including home agents — through forecasting and scheduling\u003c\/li\u003e \u003cli\u003e\n\u003cb\u003eGain efficiency through technology\u003c\/b\u003e — 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 productive\u003c\/li\u003e \u003cli\u003e\n\u003cb\u003eBuild high-performance teams\u003c\/b\u003e — recruit and retain the best people by providing great training and keeping your agents motivated\u003c\/li\u003e \u003cli\u003e\n\u003cb\u003eKeep improving\u003c\/b\u003e — explore strategies to identify areas of improvement and learn how to manage change within your call center\u003c\/li\u003e \u003c\/ul\u003e  \u003cp\u003e\u003cb\u003eOpen the book and find:\u003c\/b\u003e  \u003c\/p\u003e\u003cul\u003e \u003cli\u003eHow to develop a positive company culture and high employee engagement\u003c\/li\u003e \u003cli\u003eStrategies to improve your customer satisfaction scores and first-call resolution\u003c\/li\u003e \u003cli\u003eTips for designing the ideal space for your center\u003c\/li\u003e \u003cli\u003eHow to select the right outsourcing partner\u003c\/li\u003e \u003cli\u003eHow to create people-friendly work schedules\u003c\/li\u003e \u003cli\u003eHow to set up a home agent program\u003c\/li\u003e \u003cli\u003eWays to decrease costs and increase efficiency\u003c\/li\u003e \u003c\/ul\u003e","brand":"For Dummies","offers":[{"title":"Default Title","offer_id":47988878147813,"sku":"NP9780470677438","price":27.99,"currency_code":"USD","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/1842\/7735\/files\/9780470677438.jpg?v=1761781885","url":"https:\/\/k12savings.com\/es\/products\/call-centers-for-dummies-isbn-9780470677438","provider":"K12savings","version":"1.0","type":"link"}