Call Centers For Dummies (For Dummies (Computer/Tech))

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Binding: Paperback Dewey Decimal Number: 658.812 EAN: 9780470835494 ISBN: 0470835494 Label: For Dummies Manufacturer: For Dummies Number Of Items: 1 Number Of Pages: 384 Publication Date: 2005-05-18 Publisher: For Dummies Studio: For Dummies
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Editorial Reviews: 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.
Spotlight customer reviews: Customer Rating: Summary: Call Centers for Dummies Comment: This is an excellent, comprehensive overview of call centers, including specific metrics to be tracked and measured. Call center locations, set up and on-going operations are also covered. Customer Rating: Summary: Very Helpful Comment: I'm a new call center manager and this book did a great job of explaining a lot of the basics. I was even able to share the technology section with my IT department so they could understand how to better support the needs of our department. Plus my staff fought over the book - because the information was in an easy to read/understand format. Customer Rating: Summary: Great overview of the call center operation Comment: If you are like me, in business related to call centers, but not really in call center business, this book is the one. After reading it, I got a new level of appreciation for the processes and complexity involved. First part describes business aspect, goals, variables and how they influence goals. That's the part where I said, "It's not as simple as it seems". Next one, on technology, gives you a review of supporting technologies. I personally knew most of the stuff, but it's a light reading and gives you a perspective how the call center views the technology. Final two parts, on managing agent performance and call handling are valuable reading no matter what business you're in. Suggestions from the book can be applied outside of call centers, as well. And call handling... I think every employee that has a phone on their desk is the company's representative and should know how to handle calls. Dealing with angry customers, controlling the call, sales... it all goes beyond just call centre agents. To summarize, if you want to get the big picture, see all the elements, understand them and understand how they interact, this is where you should start. Doesn't dwell too much on any individual subject (and doesn't go too much in-depth) and therefore, it is an easy informative reading. And that's what books from Dummies series are all about, aren't they? More Reviews