 |
4 books on Call Centers [PDF]
October 30, 2024 | 19 |
These books are covering customer service strategies, call management systems, performance metrics and analytics, agent training techniques, technology integration, quality assurance practices and methods for enhancing customer satisfaction.
1. Call Center Optimization
2013 by Ger Koole
This book provides a reader-friendly overview of the potential of mathematical optimization in optimizing call center operations. It extensively covers various aspects of workforce management, including call routing and the scheduling of multiple channels, without delving deep into the mathematics but instead focusing on understanding the practical implications. Readers will gain insights into workload forecasting, Erlang formulas, simulation, and other relevant concepts, enabling them to enhance call center performance. While the primary audience is call center professionals engaged in planning and business analytics, this resource can also benefit call center managers and researchers. Additionally, the book is accompanied by a website featuring various online calculators for further assistance.
Download PDF
2. Performance Analysis and Optimization of Inbound Call Centers
2012 by Raik Stolletz
This book is a product of extensive research conducted in the field of call center management between 1999 and 2002. It primarily focuses on enhancing the performance of inbound call centers, considering the inherent randomness in call arrivals and handling times. Utilizing queueing models, this work presents mathematical techniques and algorithms to establish the relationship between the number of agents, telephone trunks, and various technical and economic performance metrics within a given call center configuration. Acknowledged as a Ph.D. thesis in Business Administration at the Technical University of Clausthal, Germany, this book expresses gratitude to those who supported its development, particularly Prof. Dr. Stefan Helber, the advisor, whose motivation, guidance, and constructive feedback were invaluable in exploring the intersection of mathematical analysis and economic implications. The book also extends appreciation to Prof. Dr. Rolf Schwinn for serving as a referee for the thesis.
Download PDF
3. Call Centers For Dummies
2010 by Real Bergevin, Afshan Kinder, Winston Siegel, Bruce Simpson
For managers overseeing call center operations, this user-friendly guide presents practical advice on transforming your call center into a bona fide profit center. In a North American industry valued at $13 billion and employing 4 million individuals, this book emphasizes principles that focus on revenue generation, efficiency, and customer satisfaction to yield significant improvements. Addressing industry changes and evolving technology, this updated edition covers topics like the transformative impact of new technologies and the emergence of location-neutral call centers. It also assists readers in assessing the cost-effectiveness of outsourcing operations and understanding the changing role and requirements of call center agents. With the latest insights and strategies, Call Centers For Dummies equips managers with the tools to enhance the financial performance of their call center operations, regardless of their size or scale.
Download PDF
4. Call Center Operation: Design, Operation, and Maintenance
2003 by Duane Sharp
Call centers are a ubiquitous feature of customer service in modern corporations, fielding an impressive one billion calls annually in the United States alone. "Call Center Operation" delivers comprehensive insights into the vital components encompassing the design, deployment, organization, and management of customer call centers. Author Susan J. Sharp offers valuable information regarding cutting-edge technological resources for workforce management, outlines training strategies through practical workshop examples, and emphasizes the pivotal role of call centers within broader corporate customer relationship strategies. The book showcases a distinctive feature with its collection of call center case studies, featuring successful strategies and best practices derived from diverse industry sectors, including finance, retail, healthcare, travel, and technology. These case studies provide actionable guidelines rooted in the success stories of corporate call centers, aiding in the establishment and sustained operation of an efficient call center operation tailored to your organization. The book further explores key concepts and techniques within the context of real-world applications, furnishing a structured development process and comprehensive management recommendations, while underscoring the importance of effective staff selection and training.
Download PDF
How to download PDF:
1. Install Google Books Downloader
2. Enter Book ID to the search box and press Enter
3. Click "Download Book" icon and select PDF*
* - note that for yellow books only preview pages are downloaded
1. Call Center Optimization
2013 by Ger Koole
This book provides a reader-friendly overview of the potential of mathematical optimization in optimizing call center operations. It extensively covers various aspects of workforce management, including call routing and the scheduling of multiple channels, without delving deep into the mathematics but instead focusing on understanding the practical implications. Readers will gain insights into workload forecasting, Erlang formulas, simulation, and other relevant concepts, enabling them to enhance call center performance. While the primary audience is call center professionals engaged in planning and business analytics, this resource can also benefit call center managers and researchers. Additionally, the book is accompanied by a website featuring various online calculators for further assistance.
Download PDF
2. Performance Analysis and Optimization of Inbound Call Centers
2012 by Raik Stolletz
This book is a product of extensive research conducted in the field of call center management between 1999 and 2002. It primarily focuses on enhancing the performance of inbound call centers, considering the inherent randomness in call arrivals and handling times. Utilizing queueing models, this work presents mathematical techniques and algorithms to establish the relationship between the number of agents, telephone trunks, and various technical and economic performance metrics within a given call center configuration. Acknowledged as a Ph.D. thesis in Business Administration at the Technical University of Clausthal, Germany, this book expresses gratitude to those who supported its development, particularly Prof. Dr. Stefan Helber, the advisor, whose motivation, guidance, and constructive feedback were invaluable in exploring the intersection of mathematical analysis and economic implications. The book also extends appreciation to Prof. Dr. Rolf Schwinn for serving as a referee for the thesis.
Download PDF
3. Call Centers For Dummies
2010 by Real Bergevin, Afshan Kinder, Winston Siegel, Bruce Simpson
For managers overseeing call center operations, this user-friendly guide presents practical advice on transforming your call center into a bona fide profit center. In a North American industry valued at $13 billion and employing 4 million individuals, this book emphasizes principles that focus on revenue generation, efficiency, and customer satisfaction to yield significant improvements. Addressing industry changes and evolving technology, this updated edition covers topics like the transformative impact of new technologies and the emergence of location-neutral call centers. It also assists readers in assessing the cost-effectiveness of outsourcing operations and understanding the changing role and requirements of call center agents. With the latest insights and strategies, Call Centers For Dummies equips managers with the tools to enhance the financial performance of their call center operations, regardless of their size or scale.
Download PDF
4. Call Center Operation: Design, Operation, and Maintenance
2003 by Duane Sharp
Call centers are a ubiquitous feature of customer service in modern corporations, fielding an impressive one billion calls annually in the United States alone. "Call Center Operation" delivers comprehensive insights into the vital components encompassing the design, deployment, organization, and management of customer call centers. Author Susan J. Sharp offers valuable information regarding cutting-edge technological resources for workforce management, outlines training strategies through practical workshop examples, and emphasizes the pivotal role of call centers within broader corporate customer relationship strategies. The book showcases a distinctive feature with its collection of call center case studies, featuring successful strategies and best practices derived from diverse industry sectors, including finance, retail, healthcare, travel, and technology. These case studies provide actionable guidelines rooted in the success stories of corporate call centers, aiding in the establishment and sustained operation of an efficient call center operation tailored to your organization. The book further explores key concepts and techniques within the context of real-world applications, furnishing a structured development process and comprehensive management recommendations, while underscoring the importance of effective staff selection and training.
Download PDF
How to download PDF:
1. Install Google Books Downloader
2. Enter Book ID to the search box and press Enter
3. Click "Download Book" icon and select PDF*
* - note that for yellow books only preview pages are downloaded
