Annotation With the emergence of the callcenter as a mission-critical part of the corporate customer service strategy, management of the callcenter has moved from a reactive "fire-fighting" style to a more proactive tactical style of professional management. Measurements drive behavior, and "you get what you measure and reward." The primary purpose of this book is to provide new professional callcenter managers with a methodology for "managing their callcenter by the numbers.
Executives are starting to recognize the potential of the call centre as a significant revenue generator, perhaps one of the surest investments they can make in enhancing and creating customer value and bottom-line profits. This guide describes in practical terms the ins and outs of benchmarking.
The management and design of call centres is increasing in complexity due to advancing technology and rising customer expectations. This guide provides managers with an understanding of the role, value and practical deployment of simulation in the planning, management and analysis of call centres.
Listening to the Voice of the Customer is the only how-to manual that takes you step-by-step through the design, implementation and analysis of a customer satisfaction measurement program. In it you will learn: How to develop a customer satisfaction measurement program that provides the information you need to increase customer retention and profits. How to select the best survey method. Includes the pros, cons, and costs of telephone, mail, and in-person interviews, and computer-assisted surveys. How to select the right sample size for your survey, and avoid biases for truly significant results. How to increase your survey response rates: survey methods, timing, incentives and more. How to survey large and small customer bases for accurate results. How to write survey questions that will get you meaningful results. Including examples of survey scales and formats that you can adapt to your own work. How to design a survey questionnaire that is easy to read and use. Including guidelines on questionnaire length, placement of specific types of questions, and writing an effective cover letter or script. How to implement your survey. Including data gathering, coding and data entry techniques. How to analyze your survey results and accurately compare data gathered over time. How to produce actionable reports based on your findings. Listening to the Voice of the Customer will show you how to develop a customer satisfaction measurement program that provides actionable information to help your organization become truly customer-focused. Throughout the book you will find very specific tips and advice based on the authors work developing and implementing customer satisfaction measurement programs. So whether you're new to customer satisfaction measurement or have a program in place, you'll find Listening to the Voice of the Customer an invaluable resource.
Minimizing Agent Turnover offers a wealth of ideas in which managers and supervisors can use on a daily basis. The key to operating a successful call center lies within the pages of this book.
The contact center is at the heart of many businesses today, and CRM initiatives are making customer contact even more critical to the health of every company. 20:20 CRM provides a strategic view of where businesses should be going with their customer contact operation, with practical examples of how to get there.
The third issue of Kickstarter-funded literary speculative fiction magazine recompose, featuring Alasdair Stuart, Jon James, Jenny Blackford, LaVonuna Payne, Erica Price, Andrea Kriz, Tamlyn Dreaver with art by Courtney Vice.
This work recommends initiatives for improving customer service and managing change, describing methodologies geared toward building relationships through customer-perceived value instruments, monitoring customer relationship indices, and changing the corporate culture and the way people work. Anton is director of benchmark research at Purdue University's Center for Customer-Driven Quality. Petouhoff works in the private sector. Annotation copyrighted by Book News, Inc., Portland, OR.
Organizations that fail to make the connection between the performance of their agents and the realization of their vision of customer service and retention strategies will be doomed to failure. The contact center agent represents an untapped resource and potential within an organization. Optimizing agent performance can quickly deliver incredible returns beyond customer loyalty. That is what this book is all about.
This book is a series of case studies in which we collected performance metrics before and after implementation of specific technology solutions for call centers. In each case study we saw varying levels of improvement, and were then able to quantify the financial impact in terms of ROS, and in some cases, in terms of earnings per share. For call center managers contemplating the addition of new call center technology, this book will be an asset in better understanding the impact of technology in enabling higher performance.
A NYC pastor and global influencer inspires readers to find their most meaningful and purposeful life. Surprising to many, this life is not measured by success, comparison, or accolades. Rather, free and joyful living stems from a God-centered celebration of our union with Christ and the lives of those around us. Jon Tyson's exploration of the reverse economy of the kingdom frees his readers from merit-based living...not just in terms of salvation, but daily, earthly value. Life is not meant to be a series of competitions or a survival of the fittest rat race. Yet so many of the messages around us, so many of the voices bombarding our hearts and minds tie up our value and package it with our accolades. This book gives another way forward. It shows readers how to value their individual lives based on what God says about them, rather than how they measure themselves against the world. This is a must read for each and every person trying to find their voice and purpose in a loud and frenetic world.
One of the leading challenges for todays managers is the training and motivating of excellent agents. While much attention has been focused on the technology and benefits of providing multiple channels for customer contact, little attention has been paid to handling the human part of the equationtraining CSRs to field more than just telephone communications. Great statistics and benchmarking help the customer service/call center professional keep ahead of the ever-changing business environment as the authors successfully blend the critical human aspect of the center with the ever growing need for metrics and the bottom line.
This student aid provides complete solutions to the odd-numbered exercises, all solutions to the Chapter Test exercises, and solutions to the odd-numbered Skill Check exercises and Calculator Corner exercises.
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