Call Center Operation or Human Services That Must Be so Rewarding

Call Center Operation

Author: Duane Sharp

"This book is educational, easy to understand, and not only a must for call center managers, but it will help CSRs understand the significant role they play in the overall operation of a call center, and in their organization's CRM strategies."—Janet Sutherland, Senior Consultant, Performance Measurement, Bell Contact Centre Solutions, Toronto, Ontario

Every customer-facing corporation has at least one call center. In the United States, call centers handle a billion calls per year. Call Center Operation gives you complete coverage of the critical issues involved in the design, implementation, organization, and management of a customer call center. Sharp provides information on advanced technology tools for workforce management, workshop examples for training call center staff, and an analysis of the significance of the call center to overall corporate customer relationship strategies.
A special feature of the book is its focus on call center case studies, describing a number of successful call center strategies and best practices, selected from various business sectors - financial, retail, healthcare, travel, technology, and others. These case studies provide useful guidelines based on successful corporate call centers that will guide you in establishing and maintaining the most effective call center operation for your enterprise.


*Presents key concepts and techniques, including a formal development process, in a real-world context
*Provides extensive management guidelines
*Stresses the importance of staff selection and training

Table of Contents:

	Preface
1	Introduction to Call Centers	1
2	Call Center Technology	13
3	Organizing and Managing the Call Center	61
4	Selecting and Training Call Center Staff	137
5	Call Center Case Studies	165
6	Building Customer Relationships with Call Centers	199
App. A	Call Center Vendor Resources - Product and Service Offerings	245
App. B	Glossary of Call Center and CRM Acronyms and Definitions	267
	App. C: References and Bibliography	283

New interesting book:

Human Services?...That Must Be so Rewarding: A Practical Guide for Professional Development

Author: Gail S Bernstein

This resource helps human services professionals, trainees, and students manage the challenges in their chosen careers. Service providers working with all populations will use this guide to enhance self-knowledge and to take a more realistic - and optimistic - approach to the critical work they do. Written by a recognized expert, this resource helps service providers learn to set personal goals - and recognize limitations, find a job, understand work-related values, deal with conflicts, improve communication with colleagues and clients, and manage time and reduce stress. Field-tested exercises and practical examples enhance personal and professional development as they boost coping skills. Candid comments from practicing professionals provide readers with rare insight into contemporary issues.