Read BookBottom-Line Call Center Management (Improving Human Performance)

[Ebook.PvSe] Bottom-Line Call Center Management (Improving Human Performance)

[Ebook.PvSe] Bottom-Line Call Center Management (Improving Human Performance)

You can download in the form of an ebook: pdf, kindle ebook, ms word here and more softfile type. [Ebook.PvSe] Bottom-Line Call Center Management (Improving Human Performance), this is a great books that I think are not only fun to read but also very educational.
Book Details :
Published on: 2007-06-01
Released on: 2007-06-01
Original language:

'Bottom-Line Call Center Management breaks new ground by addressing key skills and techniques in assessing and implementing effective management practices to maximize the human and capital resources at the call center manager's disposal. Drawing on the author's unique data sets and years of research experience in the industry, 'Bottom-Line Call Center Management' helps call center managers evaluate their current status, implement cost-effective changes, and measure results of their changes to ensure a culture of accountability within the call center at all levels increasing the bottom line. The processes include an evaluation of current customer service representatives, defining, delimiting and assessing the labor shed of the center, and exploring the customer service representative's unique skills and leveraging those skills into a unique and dynamic work environment. Likewise, the process also determines the learning skills and competencies necessary to meet and exceed the basic requirements for all call centers. Furthermore, each step has a pre, in-process, and post evaluation to ensure projects are progressing according to plan. Lastly, all evaluations are measured against the bottom line through a return on investment (ROI) model.The framework for this book uses the culture of call centers, defined and lived through the customer service representatives, as the lens to view all processes, measurements, accountability and return on investment. This framework is critical since there has been much emphasis on technology-as-a-solution which treats the employees as a hindrance instead of the enablers of positive change. Likewise, customer service representatives eventually act as strong determinants of success with the call center and thus the bottom line. Bottom-Line Call Center Management: Creating a Culture of ... ... (Improving Human Performance) ... "Bottom-Line Call Center Management" contains detailed information on where best to locate new call centers ... Bottom Line Call Center Management Creating A Culture Of ... Title: Bottom Line Call Center Management Creating A Culture Of Accountability And Excellent Customer Service PDF 07dc7dda9e6847ddd5990a8764551675 Bottom-Line Call Center Management: Creating a Culture of ... Bottom-Line Call Center Management: Creating a Culture of Accountability and Excellent Customer Service ... (Improving Human Performance) Versin Kindle ... DOE-HDBK-1028-2009; Human Performance ... - energy.gov Change Management ... Improving human performance is a key in improving the performance of production facilities performance of the national laboratories ... Bottom-Line Call Center Management - ScienceDirect Bottom-Line Call Center Management Creating a Culture of Accountability and Excellent Customer Service A volume in Improving Human Performance [PDF] Bottom-Line Call Center Management (Improving Human ... FREE [DOWNLOAD] Bottom-Line Call Center Management (Improving Human Performance) ... Bottom-Line Call Center Management (Improving Human Performance) ... Bottom-Line Call Center Management (Improving Human ... ... Buy Bottom-Line Call Center Management (Improving Human ... Management (Improving Human Performance) ... "Bottom-Line Call Center Management" contains ... Bottom-Line Call Center Management: Creating a Culture of ... Bottom-Line Call Center Management: Creating a Culture of Accountability and Excellent Customer Service (Improving Human Performance) ... Accountability and Excellent ... Effective Call Center Management - fic.wharton.upenn.edu at the firm level as well as ways to improve productivity and performance. ... Call Center Management: ... indicate the importance of human resource management [DOWNLOAD] Bottom-Line Call Center Management (Improving ... [PDF] Bottom-Line Call Center Management (Improving Human Performance) ... [DOWNLOAD] Bottom-Line Call Center Management (Improving Human Performance) ...
Free Ebook BookThe road to Frontenac