Call Center Management | 50-Minute Manager Series
Book Details
Author(s)Tricia Murphy
PublisherLogical Operations
ISBN / ASIN1424625173
ISBN-139781424625178
Sales Rank6,060,114
MarketplaceUnited States 🇺🇸
Description
Duration:
Self-study or classroom training
Description:
The 50-Minute Manager Series was designed to cover critical business and professional development topics in the shortest time possible. Our easy-to-read, easy-to-understand format can be used for self-study or classroom training, or even office training. With a wealth of hands-on exercises, the 50-Minute books keep you engaged and help you retain critical skills.
Use this book to establish and set up a call center; use call center technology; motivate, evaluate, and monitor employees; reduce employee turnover and stress; manage customer expectations and relationships; set and analyze service goals; and communicate with executives.
Table of Contents:
Chapter 1: Call Center Management Overview
Establishing a Call Center
Setting Up the Call Center
Chapter 2: Call Center Technology
Service and Information Technology
Automatic Call Distributors
Skill-Based Routing
Technologies to Manage Inbound Calls
Call Load and Staffing
Chapter 3: Employee Motivation and Monitoring
Employee Motivation
Communication with Employees
Employee Performance Evaluation
Employee Monitoring Tools
Chapter 4: Employee Management
Reduce Turnover
Stress Management
Training
Chapter 5: Customer Management
Customer Expectations
Customer Relationship Management
Chapter 6: Managing for Excellent Service
Service Goals
Achieving Service Levels
Analyzing Reports
Chapter 7: Communicating Information to Executives
Information that Executives Need
Communicate with Executives
Self-study or classroom training
Description:
The 50-Minute Manager Series was designed to cover critical business and professional development topics in the shortest time possible. Our easy-to-read, easy-to-understand format can be used for self-study or classroom training, or even office training. With a wealth of hands-on exercises, the 50-Minute books keep you engaged and help you retain critical skills.
Use this book to establish and set up a call center; use call center technology; motivate, evaluate, and monitor employees; reduce employee turnover and stress; manage customer expectations and relationships; set and analyze service goals; and communicate with executives.
Table of Contents:
Chapter 1: Call Center Management Overview
Establishing a Call Center
Setting Up the Call Center
Chapter 2: Call Center Technology
Service and Information Technology
Automatic Call Distributors
Skill-Based Routing
Technologies to Manage Inbound Calls
Call Load and Staffing
Chapter 3: Employee Motivation and Monitoring
Employee Motivation
Communication with Employees
Employee Performance Evaluation
Employee Monitoring Tools
Chapter 4: Employee Management
Reduce Turnover
Stress Management
Training
Chapter 5: Customer Management
Customer Expectations
Customer Relationship Management
Chapter 6: Managing for Excellent Service
Service Goals
Achieving Service Levels
Analyzing Reports
Chapter 7: Communicating Information to Executives
Information that Executives Need
Communicate with Executives
