Telecom Management For Call Centers PDF Download
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| Author | : Luiz Augusto de Carvalho |
| Publisher | : iUniverse |
| Total Pages | : 221 |
| Release | : 2011-11-02 |
| Genre | : Business & Economics |
| ISBN | : 1462056849 |
Download Telecom Management for Call Centers Book in PDF, ePub and Kindle
Telecom Management for Call Centers offers a practical guide to addressing the most common issues faced by telecom management in large call-centers. This handbook was written primarily for the telecom manager; the techniques described here are practical and easily applicable, focusing on the issues the telecom manager faces in his or her daily operational work. The lessons learned by the professionals in this growing field are not often documented and shared. This guide provides documentation of this practical knowledge in a single volume, presented by telecom professionals Luiz Augusto de Carvalho and Olavo Alves Jr. It offers a general view of how telecom infrastructures in large call-centers should be planned, priced, negotiated and managed. It examines call-center operations and provides guidelines for cost management; traffic management; call-center infrastructure; transport networks; GSM gateways deployment; billing systems and auditing; dialer deployment. Carvalho and Alves also explore how to do the necessary calculations, prepare and use traffic matrixes, and map and analyze call-center traffic, including relevant case studies for all issues. Put your call center on the path to success using the advice and methods offered in Telecom Management for Call Centers.
| Author | : Jon Anton |
| Publisher | : Purdue University Press |
| Total Pages | : 124 |
| Release | : 1997 |
| Genre | : Call centers |
| ISBN | : 9781557531124 |
Download CallCenter Management by the Numbers Book in PDF, ePub and Kindle
Annotation With the emergence of the callcenter as a mission-critical part of the corporate customer service strategy, management of the callcenter has moved from a reactive "fire-fighting" style to a more proactive tactical style of professional management. Measurements drive behavior, and "you get what you measure and reward." The primary purpose of this book is to provide new professional callcenter managers with a methodology for "managing their callcenter by the numbers."
| Author | : Real Bergevin |
| Publisher | : John Wiley & Sons |
| Total Pages | : 391 |
| Release | : 2010-04-16 |
| Genre | : Business & Economics |
| ISBN | : 0470677430 |
Download Call Centers For Dummies Book in PDF, ePub and Kindle
Tips on making your call center a genuine profit center In 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. The ultimate call center guide, now revised and updated The authors have helped over 60 companies improve the efficiency and effectiveness of their call center operations Offers comprehensive guidance for call centers of all sizes, from 20-person operations to multinational businesses With the latest edition of Call Centers For Dummies, managers will have an improved arsenal of techniques to boost their center's bottom line.
| Author | : Julia Connell |
| Publisher | : Routledge |
| Total Pages | : 225 |
| Release | : 2006-09-27 |
| Genre | : Business & Economics |
| ISBN | : 1134248822 |
Download Developments in the Call Centre Industry Book in PDF, ePub and Kindle
Over the past ten years there has been a massive growth in call centres worldwide. These centres are said to represent the most dynamic growth area in white-collar employment internationally since the mid 1990s. Yet the footloose and global nature of the industry means that jobs will always be susceptible to outsourced operations, ICT developments, public sector subsidization of business restructuring and re-location, and cheaper operations elsewhere. This book conducts a thorough analysis of this modern phenomenon.
| Author | : Madeline Bodin |
| Publisher | : CRC Press |
| Total Pages | : 234 |
| Release | : 2002-01-03 |
| Genre | : Technology & Engineering |
| ISBN | : 1578200954 |
Download The Call Center Dictionary Book in PDF, ePub and Kindle
Your company needs a call center to be competitive in the 21st century. This book is your guide to the technology, techniques, and trends in today's call centers. The Call Center Dictionary contains all the information you need to: Understand: Your boss,
| Author | : Brad Cleveland |
| Publisher | : ICMI Inc. |
| Total Pages | : 312 |
| Release | : 1997 |
| Genre | : Business & Economics |
| ISBN | : 9780965909303 |
Download Call Center Management on Fast Forward Book in PDF, ePub and Kindle
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. Readers will learn how to: achieve service level with quality in an era of more transactions, growing complexity and heightened caller expectations; understand the "how" behind best practices; boost caller satisfaction; win top management's support; and discover what separates a good call center from a great one.
| Author | : Becki Hack |
| Publisher | : Espionage Press |
| Total Pages | : 74 |
| Release | : 2000 |
| Genre | : Business & Economics |
| ISBN | : 9781928593232 |
Download Call Center Operations Book in PDF, ePub and Kindle
As one of the titles in the American Productivity & Quality Center's Passport to Success series, Call Center Operations: A Guide for Your Journey to Best-Practice Processes provides readers with a comprehensive understanding of what it takes to achieve successful call center operations. Based on years of research into the practices of leading organizations--and supported by examples of best practices and tips from actual practitioners - this book will guide readers in their own call center efforts. - Amazon
| Author | : Keith Dawson |
| Publisher | : CRC Press |
| Total Pages | : 283 |
| Release | : 2007-03-30 |
| Genre | : Computers |
| ISBN | : 1482280620 |
Download The Call Center Handbook Book in PDF, ePub and Kindle
This book is for people who work in a call center and common traits the call center location must offer. It contains practical observations about how to use particular technologies, and ideas about how to run the call center, which has become its own corporate discipline.
| Author | : Charles E. Day |
| Publisher | : McGraw Hill Professional |
| Total Pages | : 516 |
| Release | : 2000 |
| Genre | : Business & Economics |
| ISBN | : 9780070164307 |
Download Call Center Operations Book in PDF, ePub and Kindle
Annotation Optimize call center technologies and boost your bottom line. Open up new sales opportunities and improve customer service with today's newest teleservice technologies! "Call Center Operations: Profiting from Teleservices, by Charles E. Day, puts at your fingertips everything you need to understand computer telephony integration ... assess available methodologies ... and pick the ones right for your business needs. This hands-on guide covers all the angles: management and marketing issues such as business-to-business and business-to-consumer campaigns, facility and people resources, and call center organization; network architectures, including ISDN; PBX/ACD functionality; local, long distance and cable providers; and more; automatic and predictive dialing ... client server technology ... GUIs and legacy hosts; call center software packages and systems; workload management, forecasting and staff schedule modeling and much, much more!
| Author | : S. Pankaj |
| Publisher | : APH Publishing |
| Total Pages | : 300 |
| Release | : 2005 |
| Genre | : Call centers |
| ISBN | : 9788176488426 |
Download Call Centre Book in PDF, ePub and Kindle
Call centers today have emerged as not only a biggest employer but also as adynamic industry. Everyday thousands of people become part of this growingfraternity. This book helps in unveiling the hidden secrets of thisindustry from a practical perspective. It tries to cover the latesttrends, happenings and the changes happening in this industry.
