Call Center Management on Fast Forward: Succeeding in Today's Dynamic Inbound Environment
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.
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20 seconds accurate ACD system adherence to schedule after-call agent group Agent Type agents handle alternatives automated average handling average speed average talk Basic Rate Interface budget busy signals Call Center Management call load caller tolerance calls in queue Calls Management Institute calls per hour capabilities Cause-and-Effect Diagram Center Management Review chart control chart costs customer service delay announcement Edwards Deming environment Erlang example forecast half-hour handling calls identify impact improve inbound call centers incoming call center Incoming Calls Management ISDN measure monitoring number of calls occupancy organization Pareto chart peaked traffic phones predict Primary Rate Interface random call arrival real-time tactics reports reps response time objectives senice senior management service level objective skill-based routing skills speed of answer staffing step supervisors telecommunications telephone transactions trunk load wait workforce management workload