Call Center Rocket Science

Author : Randy Rubingh
Publisher : Createspace Independent Pub
ISBN 13 : 9781482740103
Total Pages : 206 pages
Book Rating : 4.09/5 ( download)

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Download or read book Call Center Rocket Science written by Randy Rubingh and published by Createspace Independent Pub. This book was released on 2013-03-20 with total page 206 pages. Available in PDF, EPUB and Kindle. Book excerpt: "I once heard it said that running a call center is not rocket science. While you may not need the skills and education of an aerospace engineer, successful call center management does require certain skills and insight."-RANDY RUBINGH Call Center Rocket Science gives practical, hands on advice for today's customer service professionals. Here you will find real world advice on a wide variety of topics essential to effective call center management including: Recruiting and Hiring: How to find great agents, what to look for in a candidate, how to weed out applicants that may not be a good fit, closing the best candidates. Training: How to develop an effective new hire training course that prepares reps to take successfully take calls starting their first day on the floor. Effective Role playing strategies to increase effectiveness of training. Management: Creating a world class culture to motivate and retain your staff. How to look at and understand call center statistics. Call Center Operations: How to handle the day to day activity of a call center, and manage the business without constantly fighting fires. Outsourcing: For outsourcers- tips on how to make your client satisfied and give you more business. For those who outsource there are tips on how to get below the surface to truly understanding the level of service being provided by your service provider. Overall 110 tips that most centers can implement right away and receive immediate benefit of improved operations, and higher levels of employee and customer satisfaction.

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 : James C. Abbott
Publisher : Robert Houston Smith Publishers
ISBN 13 : 1887355081
Total Pages : 200 pages
Book Rating : 4.87/5 ( download)

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Download or read book The Executive Guide to Call Center Metrics written by James C. Abbott and published by Robert Houston Smith Publishers. This book was released on 2004 with total page 200 pages. Available in PDF, EPUB and Kindle. Book excerpt: As the cost of doing business increases, call centers and help desks are frequently moving overseas. How can your center remain competitive? Is pooling the best way to slash your wait times? James Abbott concisely answers these questions as he leads you through the world of process-centered customer service. Strategic and tactical terms, how to choose metrics to measure, and the miracle of Queuing Science are covered thoroughly, using easy-to-grasp anecdotes to explain the key technical topics.

Author : M. G. Lord
Publisher : Bloomsbury Publishing USA
ISBN 13 : 0802719376
Total Pages : 274 pages
Book Rating : 4.79/5 ( download)

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Download or read book Astro Turf written by M. G. Lord and published by Bloomsbury Publishing USA. This book was released on 2009-05-26 with total page 274 pages. Available in PDF, EPUB and Kindle. Book excerpt: A daughter's journey to rediscover her father and understand the culture of space engineers During the late 1960s, while M. G. Lord was becoming a teenager in Southern California and her mother was dying of cancer, Lord's father-an archetypal, remote, rocket engineer- disappeared into his work at the Jet Propulsion Laboratory in Pasadena, building the space probes of the Mariner Mars 69 mission. Thirty years later, Lord found herself reporting on the JPL, triggering childhood memories and a desire to revisit her past as a way of understanding the ethos of rocket science. Astro Turf is the brilliant result of her journey of discovery. Remembering her pain at her father's absence, yet intrigued by what he did, Lord captures him on the page as she recalls her own youthful, eccentric fascination with science and space exploration. Into her family's saga she weaves the story of the legendary JPL- examining the complexities of its cultural history, from its start in 1936 to the triumphant Mars landings in 2004. She illuminates its founder, Frank Malina, whose brilliance in rocketry was shadowed by a flirtation with communism, driving him from the country even as we welcomed Wernher von Braun and his Nazi colleagues. Lord's own love of science fiction becomes a lens through which she views a profound cultural shift in the male-dominated world of space. And in pursuing the cause of her father's absence she stumbles on a hidden guilt, understanding "the anguish his proud silence caused both him and me, and how rooted that silence was in the culture of engineering."

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 : Marshall Fisher
Publisher : Harvard Business Review Press
ISBN 13 : 1422110575
Total Pages : 264 pages
Book Rating : 4.77/5 ( download)

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Download or read book The New Science of Retailing written by Marshall Fisher and published by Harvard Business Review Press. This book was released on 2010-06-22 with total page 264 pages. Available in PDF, EPUB and Kindle. Book excerpt: Retailers today are drowning in data but lacking in insight. They have so much information at their disposal that they struggle with both how to sort through it, and how to add science to their decision-making process without blunting the art that they correctly believe is a key ingredient of their success. This book reveals how retailers can use data to manage everything from strategic assortment planning, inventory management, and markdowns to improve store-level execution. This data-driven approach to the retail supply chain leads to far greater and faster inventory turns, far fewer and lower discounted goods and services, and better profit margins. The authors also tease out the personnel issues and the organizational implications of this approach.

Author : Peter DeHaan
Publisher : Advanced Call Center Resources
ISBN 13 : 9781948082105
Total Pages : pages
Book Rating : 4.01/5 ( download)

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Download or read book How to Start a Telephone Answering Service written by Peter DeHaan and published by Advanced Call Center Resources. This book was released on 2019-01-29 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: Would you like to clear a nice double-digit profit every month?A mature answering service company can do that for you. That's the good news. The bad? If you don't do it right, it could be one of the worst decisions of your life. You could lose your shirt.That's why you need this book. You'll discover:¿The precise steps to set yourself up for success¿Key shortcuts to minimize risk ¿The secrets that will make you become profitable faster¿How to avoid the surprising mistakes most answering service startups make¿If your personality fits this high-risk, high-reward industryYou'll learn about equipment, cash flow, and managing a team. And you'll discover a sound growth strategy, how to make the startup phase as short as possible, and the specific methods of thriving answering service companies. If you're considering starting a telephone answering service, How to Start a Telephone Answering Service is a must read.

Author : Khaled Shaalan
Publisher : Springer
ISBN 13 : 3319670565
Total Pages : 776 pages
Book Rating : 4.60/5 ( download)

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Download or read book Intelligent Natural Language Processing: Trends and Applications written by Khaled Shaalan and published by Springer. This book was released on 2017-11-17 with total page 776 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book brings together scientists, researchers, practitioners, and students from academia and industry to present recent and ongoing research activities concerning the latest advances, techniques, and applications of natural language processing systems, and to promote the exchange of new ideas and lessons learned. Taken together, the chapters of this book provide a collection of high-quality research works that address broad challenges in both theoretical and applied aspects of intelligent natural language processing. The book presents the state-of-the-art in research on natural language processing, computational linguistics, applied Arabic linguistics and related areas. New trends in natural language processing systems are rapidly emerging – and finding application in various domains including education, travel and tourism, and healthcare, among others. Many issues encountered during the development of these applications can be resolved by incorporating language technology solutions. The topics covered by the book include: Character and Speech Recognition; Morphological, Syntactic, and Semantic Processing; Information Extraction; Information Retrieval and Question Answering; Text Classification and Text Mining; Text Summarization; Sentiment Analysis; Machine Translation Building and Evaluating Linguistic Resources; and Intelligent Language Tutoring Systems.

Author : Brad Cleveland
Publisher :
ISBN 13 : 9780985461133
Total Pages : pages
Book Rating : 4.36/5 ( download)

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Download or read book Contact Center Management on Fast Forward written by Brad Cleveland and published by . This book was released on 2019-09-15 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:

Author : Andrew Rader
Publisher : Candlewick
ISBN 13 : 153620742X
Total Pages : 63 pages
Book Rating : 4.22/5 ( download)

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Download or read book Rocket Science: A Beginner’s Guide to the Fundamentals of Spaceflight written by Andrew Rader and published by Candlewick. This book was released on 2020-11-03 with total page 63 pages. Available in PDF, EPUB and Kindle. Book excerpt: Sometimes it takes a rocket scientist to offer young readers the most engaging introduction to space travel, the solar system, and the universe. Earth’s gravity keeps our feet on the ground, and also prevents us from soaring into space. So how do we explore that vast frontier? We use rockets! Discover how rockets work—from staging to orbits to power generation, from thermal control to navigation and more. Learn how rockets and other spacecraft travel to and explore the moon, Mars, Jupiter, and beyond. Speculate about the future of space exploration—and the possibility of extraterrestrial life. In a guide ideal for aspiring rocket engineers, planetary scientists, and others who love learning about space exploration, Galen Frazer’s distinctive yet accessible illustrations pair perfectly with Andrew Rader’s straightforward text, together taking readers to the edge of our knowledge of space travel.