Call Centers For Dummies

Editorial Reviews. From the Back Cover. Learn to: Locate, design, and build a call center; Measure productivity and quality and set appropriate goals; Gain.
Table of contents

For managers in charge of a call centeroperation, this practical, user-friendly guide outlines how toimprove results measurably, following its principles of revenuegeneration, efficiency, and customer satisfaction. In addition, this new edition addresses many industry changes, such as the newtechnology that's transforming today's call center and thelocation-neutral call center. It also helps readers determinewhether it's cost-efficient to outsource operations and looks atthe changing role and requirements of agents.

Call Centers for Dummies

The ultimate call center guide, now revised and updated The authors have helped over 60 companies improve theefficiency and effectiveness of their call center operations Offers comprehensive guidance for call centers of all sizes, from person operations to multinational businesses With the latest edition of Call Centers For Dummies , managers will have an improved arsenal of techniques to boost theircenter's bottom line.

Paperback , pages. Published May 3rd by For Dummies first published May 18th To see what your friends thought of this book, please sign up. To ask other readers questions about Call Centers for Dummies , please sign up. Be the first to ask a question about Call Centers for Dummies.


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Lists with This Book. This book is not yet featured on Listopia. I really appreciate the simplicity of the "For Dummies" series.


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This encapsulates quite nicely everything related to the operation of a call-center forming the organization, teams, training, evaluations, IVR, certifications and more. It's a must if you want to ramp-up quickly in this context.

Description

Apr 18, Bob Milne rated it really liked it. A great overview of the philosophies of call centre management, thoroughly updated and revised from the original edition. Although I had the opportunity to contribute to the original, it was a great experience to serve as the Technical Editor on this edition. A clear and witty introduction to contact centre management.

Call Centers for Dummies by Réal Bergevin

I found it very helpful and will still be making constant reference to it. Jan 04, JoPaul rated it really liked it Shelves: Developing the Cast of Characters.


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Building a Call Center of Your Own. Choosing the Outsourcing Option.

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Learn English for Call Centers and Customer Service Jobs

Creating a Coaching Culture. Creating a Motivated Workforce. Omnichannel Social Mobile Email Chat. Contact Center for Dummies. Five9's Contact center services include: Professional Services - A phased approach to implementation helping achieve clear and measurable results Customer Support - Offers ongoing support resources even after the contact center is up and running Training - Offers an online training program providing a solid foundation for administrators and supervisors Five9 offers live, online, and instructor-led training sessions to help administrators and supervisors in specific contact center functionalities.

Contact Center for Dummies

Talk to a Five9 expert or get a quote. Reliability Powerful, scalable, and secure cloud solutions. Cloud Platform All you need is a computer, a headset, and Internet. About Five9 Five9 is a leading provider of cloud contact center software. All fields are required.