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The Real-Time Contact Center
Language: en
Pages: 241
Authors: Donna FLUSS
Categories: Business & Economics
Type: BOOK - Published: 2005-08-26 - Publisher: AMACOM

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Companies looking for a competitive edge must convert their reactive, cost-laden contact programs into proactive, revenue-generating, "real-time" contact centre
The Real-Time Contact Center
Language: en
Pages: 241
Authors: Donna Fluss
Categories: Business & Economics
Type: BOOK - Published: 2005 - Publisher: Amacom

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"The Real-Time Contact Center" is a practical guide to building a service infrastructure that will simultaneously exceed customers' expectations and build reven
Call Center Management on Fast Forward
Language: en
Pages: 312
Authors: Brad Cleveland
Categories: Business & Economics
Type: BOOK - Published: 1997 - Publisher: ICMI Inc.

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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 prac
Call Center Forecasting and Scheduling
Language: en
Pages: 103
Authors: Gerry Barber
Categories: Call centers
Type: BOOK - Published: 2000 - Publisher: ICMI Press (International Customer Management Institute)

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Call Center Forecasting & Scheduling There is simply no way to establish and operate an effective call center environment without a solid understanding of the p
Call Center Optimization
Language: en
Pages: 159
Authors: Ger Koole
Categories: Business & Economics
Type: BOOK - Published: 2013 - Publisher: Lulu.com

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This book gives an accessible overview of the role and potential of mathematical optimization in call centers. It deals extensively with all aspects of workforc