Call Center Forecasting And Scheduling

Author : Gerry Barber
Publisher : ICMI Press (International Customer Management Institute)
ISBN 13 : 9780965909365
Total Pages : 103 pages
Book Rating : 4.60/5 ( download)

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Download or read book Call Center Forecasting and Scheduling written by Gerry Barber and published by ICMI Press (International Customer Management Institute). This book was released on 2000 with total page 103 pages. Available in PDF, EPUB and Kindle. Book excerpt: Call Center Forecasting & Scheduling There is simply no way to establish and operate an effective call center environment without a solid understanding of the principles behind forecasting, staffing, scheduling, service level, queuing dynamics and real-time management. Originally published in the pages of Call Center Management Review, these articles were selected for their educational value, practicality, and most importantly, coverage of timeless call center management principles. - Amazon

Author : Ger Koole
Publisher : Lulu.com
ISBN 13 : 9082017903
Total Pages : 159 pages
Book Rating : 4.08/5 ( download)

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Download or read book Call Center Optimization written by Ger Koole and published by Lulu.com. This book was released on 2013 with total page 159 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book gives an accessible overview of the role and potential of mathematical optimization in call centers. It deals extensively with all aspects of workforce management, but also with topics such as call routing and the scheduling of multiple channels. It does so without going into the mathematics, but by focusing on understanding its consequences. This way the reader will get familiar with workload forecasting, the Erlang formulas, simulation, and so forth, and learn how to improve call center performance using it. The book is primarily meant for call center professionals involved in planning and business analytics, but also call center managers and researchers will find it useful. There is an accompanying website which contains several online calculators.

Author : Penny Reynolds
Publisher : Call Center School Press
ISBN 13 : 9780974417905
Total Pages : 197 pages
Book Rating : 4.04/5 ( download)

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Download or read book Call Center Staffing written by Penny Reynolds and published by Call Center School Press. This book was released on 2003 with total page 197 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Author : Brad Cleveland
Publisher : ICMI Inc.
ISBN 13 : 9780965909303
Total Pages : 312 pages
Book Rating : 4.01/5 ( download)

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Download or read book Call Center Management on Fast Forward written by Brad Cleveland and published by ICMI Inc.. This book was released on 1997 with total page 312 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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 practical advice and is filled with over 100 charts and graphs, several case studies and an extensive glossary and index. Readers will learn how to: achieve service level with quality in an era of more transactions, growing complexity and heightened caller expectations; understand the "how" behind best practices; boost caller satisfaction; win top management's support; and discover what separates a good call center from a great one.

Author : Hui Yang
Publisher : Springer
ISBN 13 : 3030047261
Total Pages : 293 pages
Book Rating : 4.69/5 ( download)

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Download or read book Advances in Service Science written by Hui Yang and published by Springer. This book was released on 2018-12-28 with total page 293 pages. Available in PDF, EPUB and Kindle. Book excerpt: This volume offers the state-of-the-art research and developments in service science and related research, education and practice areas. It showcases emerging technology and applications in fields including healthcare, information technology, transportation, sports, logistics, and public services. Regardless of size and service, a service organization is a service system. Because of the socio-technical nature of a service system, a systems approach must be adopted to design, develop, and deliver services, aimed at meeting end users' both utilitarian and socio-psychological needs. Effective understanding of service and service systems often requires combining multiple methods to consider how interactions of people, technology, organizations, and information create value under various conditions. The papers in this volume highlight ways to approach such technical challenges in service science and are based on submissions from the 2018 INFORMS International Conference on Service Science.

Author : Claretha Hughes
Publisher : Emerald Group Publishing
ISBN 13 : 1789730791
Total Pages : 188 pages
Book Rating : 4.91/5 ( download)

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Download or read book Managing Technology and Middle- and Low-skilled Employees written by Claretha Hughes and published by Emerald Group Publishing. This book was released on 2019-07-23 with total page 188 pages. Available in PDF, EPUB and Kindle. Book excerpt: Managing Technology and Middle- and Low-Skilled Employees explores the rapidly changing use of digital and systems innovations in the management of specific sectors of the workforce in the modern workplace across different industrial contexts.

Author : Real Bergevin
Publisher : John Wiley & Sons
ISBN 13 : 0470677430
Total Pages : 391 pages
Book Rating : 4.38/5 ( download)

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Download or read book Call Centers For Dummies written by Real Bergevin and published by John Wiley & Sons. This book was released on 2010-04-16 with total page 391 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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 operation, this practical, user-friendly guide outlines how to improve results measurably, following its principles of revenue generation, efficiency, and customer satisfaction. In addition, this new edition addresses many industry changes, such as the new technology that's transforming today's call center and the location-neutral call center. It also helps readers determine whether it's cost-efficient to outsource operations and looks at the changing role and requirements of agents. The ultimate call center guide, now revised and updated The authors have helped over 60 companies improve the efficiency and effectiveness of their call center operations Offers comprehensive guidance for call centers of all sizes, from 20-person operations to multinational businesses With the latest edition of Call Centers For Dummies, managers will have an improved arsenal of techniques to boost their center's bottom line.

Author : Brad Cleveland
Publisher : ICMI Press (International Customer Management Institute)
ISBN 13 : 9780970950758
Total Pages : 474 pages
Book Rating : 4.56/5 ( download)

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Download or read book Call Center Operations Management Handbook and Study Guide written by Brad Cleveland and published by ICMI Press (International Customer Management Institute). This book was released on 2004 with total page 474 pages. Available in PDF, EPUB and Kindle. Book excerpt: This handbook is part two of ICMI's comprehensive, four-part series on call center management, which includes people management, operations management, customer relationship management, and leadership and business management. The Call Center Operations Management Handbook and Study Guide provides this solid foundation through an examination of key performance indicators, call center planning and management processes, call center technology and facilities management. The guide begins with an explanation of service level and response time -- key objectives that measure the accessibility of the center. A detailed examination of other key performance indicators follows. The third section of the guide provides an in-depth discussion of the planning and management processes upon which call center operations depend, including forecasting, staffing and scheduling. The guide then transitions from processes to technology with an integrated look at the technologies present in the best of today's centers. The guide closes with site selection, call center design, health and safety issues, and disaster recovery principles.

Author : Andrew Waite
Publisher : CRC Press
ISBN 13 : 1482280752
Total Pages : 497 pages
Book Rating : 4.53/5 ( download)

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Download or read book A Practical Guide to Call Center Technology written by Andrew Waite and published by CRC Press. This book was released on 2002-01-02 with total page 497 pages. Available in PDF, EPUB and Kindle. Book excerpt: Get the most out of ACDs (automatic call distributors) and other complex systems in order to boost customer satisfaction and increase sales Includes three ready to use RFPs (request for proposals) for buying an ACD, computer telephony system, or recording

Author : Batya Friedman
Publisher : Foundations and Trends in Human-Computer Interaction
ISBN 13 : 9781680832907
Total Pages : 78 pages
Book Rating : 4.05/5 ( download)

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Download or read book A Survey of Value Sensitive Design Methods written by Batya Friedman and published by Foundations and Trends in Human-Computer Interaction. This book was released on 2017-11-22 with total page 78 pages. Available in PDF, EPUB and Kindle. Book excerpt: This monograph brings together a collection of 14 value sensitive design methods. These methods--along with the heuristics and examples discussed here--go a good distance toward providing tools for engaging substantively with human values in the technical design process.