2010, ISBN: 9780470678404
Tips on making your call center a genuine profit center In North America, call centers are a $13 billion business, employing 4 million people. For managers in charge of a call center oper… mais…
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2010, ISBN: 9780470678404
Tips on making your call center a genuine profit center In North America, call centers are a $13 billion business, employing 4 million people. For managers in charge of a call center oper… mais…
ISBN: 9780470678404
Tips on making your call center a genuine profit center In North America, call centers are a $13 billion business, employing 4 million people. For managers in charge of a call center oper… mais…
ISBN: 9780470678404
Call Centers For Dummies Call-Centers-For-Dummies~~Real-Bergevin Business>Management>Mgt/Leadership NOOK Book (eBook), Wiley
2010, ISBN: 9780470678404
[ED: 2], Auflage, eBook Download (EPUB), eBooks, [PU: For Dummies]
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Dados detalhados do livro - Call Centers For Dummies
EAN (ISBN-13): 9780470678404
ISBN (ISBN-10): 0470678402
Ano de publicação: 2010
Editor/Editora: Wiley, J
Língua: eng/Englisch
Livro na base de dados desde 2009-04-13T10:17:12-03:00 (Sao Paulo)
Página de detalhes modificada pela última vez em 2021-12-16T14:52:30-03:00 (Sao Paulo)
Número ISBN/EAN: 9780470678404
Número ISBN - Ortografia alternativa:
0-470-67840-2, 978-0-470-67840-4
Ortografia alternativa e termos de pesquisa relacionados:
Autor do livro: siegel, real, winston, kinder
Título do livro: call centers dummies, call center
Dados da editora
Autor: Real Bergevin; Afshan Kinder; Winston Siegel; Bruce Simpson
Título: Call Centers For Dummies
Editora: For Dummies; John Wiley & Sons
408 Páginas
Ano de publicação: 2010-05-11
Língua: Inglês
15,99 € (DE)
Not available (reason unspecified)
EA; E101; E-Book; Nonbooks, PBS / Wirtschaft/Betriebswirtschaft; Betriebswirtschaft und Management; Business & Management; Business & Management Special Topics; Call Center; Spezialthemen Wirtschaft u. Management; Wirtschaft u. Management; Spezialthemen Wirtschaft u. Management; BC
Introduction. Part I: From the Ground Up: An Overview of the CallCenter. Chapter 1: A First Look at Call Centers. Chapter 2: Business Basics: Models and Drivers and Goals, OhMy! Chapter 3: Developing the Cast of Characters. Chapter 4: Building a Call Center of Your Own. Chapter 5: Choosing the Outsourcing Option. Part II: The Master Plan: Finance, Analysis, and ResourceManagement. Chapter 6: Analyze This! Chapter 7: Right People, Right Place, Right Time: ResourceManagement. Chapter 8: Call Center Scheduling: Not As Simple As 1, 2, 3. Part III: Making Life Better with Technology. Chapter 9: An Introduction to Call Center Technology. Chapter 10: Technological Enhancements: Getting the Newest andCoolest Stuff. Chapter 11: Using Home Agents. Part IV: Creating High-Performance Teams. Chapter 12: Hiring and Training. Chapter 13: Creating a Coaching Culture. Chapter 14: Creating a Motivated Workforce. Part V: Ensuring Continuous Improvement. Chapter 15: The Power of Process Improvement. Chapter 16: Mastering Change in Your Organization. Chapter 17: Quality-Control Programs and Certifi cations. Part VI: The Part of Tens. Chapter 18: Ten Ways to Improve Agents' JobSatisfaction. Chapter 19: Ten Questions Every Call Center Manager ShouldAnswer. Chapter 20: Almost Ten Ways to Decrease Call Center Costs and Increase Effi ciency. Appendix A: Key Call Center Definitions and Concepts. Appendix B: Call Center Support Services. Index.Outros livros adicionais, que poderiam ser muito similares com este livro:
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9780470677438 Call Centers For Dummies (Bergevin, Real, Kinder, Afshan, Siegel, Winston, Simpson, Bruce)
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