Call Center Operations A Guide for Your Journey to Best-Practice Processes

9781928593232

1928593232

Offering insight into the practices of excellent call centers that serve as organizational linchpins, this book focuses on approaches to managing call center operations, supervising employees, troubleshooting technology, predicting volume, and more. Part of APQC's Passport to Success series, it reveals how to develop a best-practice mind-set for addressing strategy and positioning, customers, employees, technology, and measurement. Praise for Call Center Operations: "A very readable, practical checklist to make sure you are not missing any key best practices, this book provides a range of options that ensures each practice applies to any organization."--John Goodman, President, E-Satisfy. "This succinct but idea-packed guide won't waste your time. It is a quick but rewarding journey through many key strategic and operational principles that, if applied, will help set your organization apart in the warp-speed, customer-driven economy."--Brad Cleveland, President and CEO, Incoming Calls Management Institute and Publisher, Call Center Management Review. "Take the time to absorb the richness of this book, and use it to chart and stay your course. Apply the best practices in this book, and you will achieve the success that is uniquely yours."--Kathryn Jackson, Associate, Response Design Corporation.