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Author: Brad Cleveland Publisher: ICMI Press (International Customer Management Institute) ISBN: 9780970950772 Category : Call centers Languages : en Pages :
Book Description
This handbook is part four of ICMI's comprehensive, four-part series on call center management, which includes people management, operations management, customer relationship management, and leadership and business management. The Call Center Leadership and Business Management Handbook and Study Guide applies proven leadership and business practices to the call center environment. The study guide opens with guidance on developing an effective vision, mission, strategy and valuation model. Next, it explores leadership and communication best practices and highlights those skills and aptitudes that are most important in the call center. The unique environment of the call center is discussed next, with a focus on navigating future trends and requirements. The fourth section of the guide provides professionals with solid principles on developing business plans, improving operations and managing contracts. The study guide comes to a close with an overview of financial principles that call center professionals should understand.
Author: Brad Cleveland Publisher: ICMI Press (International Customer Management Institute) ISBN: 9780970950772 Category : Call centers Languages : en Pages :
Book Description
This handbook is part four of ICMI's comprehensive, four-part series on call center management, which includes people management, operations management, customer relationship management, and leadership and business management. The Call Center Leadership and Business Management Handbook and Study Guide applies proven leadership and business practices to the call center environment. The study guide opens with guidance on developing an effective vision, mission, strategy and valuation model. Next, it explores leadership and communication best practices and highlights those skills and aptitudes that are most important in the call center. The unique environment of the call center is discussed next, with a focus on navigating future trends and requirements. The fourth section of the guide provides professionals with solid principles on developing business plans, improving operations and managing contracts. The study guide comes to a close with an overview of financial principles that call center professionals should understand.
Author: Brad Cleveland Publisher: ICMI Press (International Customer Management Institute) ISBN: 9780970950758 Category : Business Languages : en Pages : 474
Book Description
This handbook is part two of ICMI's comprehensive, four-part series on call center management, which includes people management, operations management, customer relationship management, and leadership and business management. The Call Center Operations Management Handbook and Study Guide provides this solid foundation through an examination of key performance indicators, call center planning and management processes, call center technology and facilities management. The guide begins with an explanation of service level and response time -- key objectives that measure the accessibility of the center. A detailed examination of other key performance indicators follows. The third section of the guide provides an in-depth discussion of the planning and management processes upon which call center operations depend, including forecasting, staffing and scheduling. The guide then transitions from processes to technology with an integrated look at the technologies present in the best of today's centers. The guide closes with site selection, call center design, health and safety issues, and disaster recovery principles.
Author: Natalie Calvert Publisher: Gower Publishing, Ltd. ISBN: 9780566085109 Category : Business & Economics Languages : en Pages : 378
Book Description
This handbook provides an important tool in understanding and dealing with a wide range of management issues in call centres and contact centres.
Author: Brad Cleveland Publisher: ICMI Inc. ISBN: 9780965909303 Category : Business & Economics Languages : en Pages : 312
Book Description
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: Michael Armstrong Publisher: Kogan Page Publishers ISBN: 9780749446314 Category : Business & Economics Languages : en Pages : 1012
Book Description
A fully updated and revised tenth edition of this classic, best selling textbook. It remains the primary text for all students studying HRM - both undergraduate and postgraduate, as well as for students of the Chartered Institute of Personnel and Development (CIPD) diploma. The Handbook also continues to be an essential reference source for all managers concerned with personnel and HRM issues. This new edition of A Handbook of Human Resource Management Practice contains a number of significant additions and revisions including substantial revisions to seventeen chapters and new chapters on: Human Capital Management, the Role of the Front Line Manager; HR Strategies; Developing and Implementing HR Strategies and Learning and Development. The new edition also contains updated material based on recent developments in HRM policy and practice and a wide range of surveys and research projects conducted by professional associations and research bodies.
Author: Keith Dawson Publisher: CRC Press ISBN: 1482295652 Category : Computers Languages : en Pages : 285
Book Description
Need to know how to buy a phone switch for your call center? How to measure the productivity of agents? How to choose from two cities that both want your center? No problem. The Call Center Handbook is a complete guide to starting, running, and im
Author: Alison Green Publisher: John Wiley & Sons ISBN: 1118137612 Category : Business & Economics Languages : en Pages : 244
Book Description
Why getting results should be every nonprofit manager's first priority A nonprofit manager's fundamental job is to get results, sustained over time, rather than boost morale or promote staff development. This is a shift from the tenor of many management books, particularly in the nonprofit world. Managing to Change the World is designed to teach new and experienced nonprofit managers the fundamental skills of effective management, including: managing specific tasks and broader responsibilities; setting clear goals and holding people accountable to them; creating a results-oriented culture; hiring, developing, and retaining a staff of superstars. Offers nonprofit managers a clear guide to the most effective management skills Shows how to address performance problems, dismiss staffers who fall short, and the right way to exercising authority Gives guidance for managing time wisely and offers suggestions for staying in sync with your boss and managing up This important resource contains 41 resources and downloadable tools that can be implemented immediately.
Author: Brad Cleveland Publisher: ICMI Press (International Customer Management Institute) ISBN: 9780970950741 Category : Business Languages : en Pages : 476
Book Description
This handbook/study guide is part one of ICMI's comprehensive, four-part series on call center management, which includes people management, operations management, customer relationship management, and leadership and business management. Topics in People Management include: *Organizational structure *Staffing *Hiring and retention *Turnover *Training *Performance objectives *Monitoring and coaching *Motivation and culture *Career development *Legal and regulatory issues
Author: Richard Smith Publisher: Kogan Page Publishers ISBN: 0749473088 Category : Business & Economics Languages : en Pages : 632
Book Description
The Effective Change Manager's Handbook helps practitioners, employers and academics define and practise change management successfully and develop change management maturity within their organization. A single-volume learning resource covering the range of knowledge required, it includes chapters from established thought leaders on topics ranging from benefits management, stakeholder strategy, facilitation, change readiness, project management and education and learning support. The Effective Change Manager's Handbook covers the whole process from planning to implementation, offering practical tools, techniques and models to effectively support any change initiative. The editors of The Effective Change Manager's Handbook - Richard Smith, David King, Ranjit Sidhu and Dan Skelsey - are all experienced international consultants and trainers in change management. All four editors worked on behalf of the Change Management Institute to co-author the first global change management body of knowledge, The Effective Change Manager, and are members of the APMG International examination panel for change management.
Author: Brad Cleveland
Author: Brad Cleveland
Author: Brad Cleveland
Author: Natalie Calvert
Author: Brad Cleveland
Author: Michael Armstrong
Author: Keith Dawson
Author: Brad Cleveland
Author: Alison Green
Author: Brad Cleveland
Author: Richard Smith