81 products were found matching your search for Call Management in 2 shops:

Call Center Management on Fast Forward is the most widely read book on contact center/call center management available today. Trusted for its accuracy, clarity and proven guidance, it has become required reading in organizations around the world. Now, this third edition is updated and expanded to include social media, evolving customer expectations, new performance objectives and metrics, the contact center s evolving role in strategy, and much more! You'll learn how to: *Improve customer experiences *Build a team equipped with the right know-how *Achieve service level with quality *Maximize the contact center s strategic value *Win top management s support

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.

The industry s No. 1 selling book on call center management! Now updated and expanded, "Call Center Management on Fast Forward"; is the most comprehensive source available on running a call center. It covers every aspect of call center management - service level, forecasting, scheduling, resource calculations, metrics, quality, budgeting, reporting, strategy and key enabling technologies - in a format that is well-organized and easy to understand. The updated and expanded edition contains important new information, including: Trends in customer expectations; Best practices in performance reports and objectives; How to create an effective customer access strategy appropriate for today's environment; How to manage multichannel contacts with quality; New technologies and how they re changing customer contact services; Improving the call center s strategic impact and ROI; New case studies and examples from Wells Fargo, Starbucks, Aetna and many others.

Is your church viable in the changing marketplace of today--and tomorrow?Today's church market is comprised of four cultural paradigms--Youth, Baby Busters (Generation X), Baby Boomers, and Pre-Boomers. Each has unique characteristics in terms of attitudes, spiritual orientation, values, emotional needs, moral perspective, and lifestyle. This implies significant changes for the church--new approaches to ministry and different methods of communication and interface. Church Wake-Up Call's unique “Ministries Matrix” approach provides effective management techniques to help you define and evaluate duties, priorities, and remedial actions for the future of your ministry in today's multigenerational context.Church Wake-Up Call will inform and enlighten you on these subjects: understanding and using the Ministries Matrix to define purposes and priorities for your church eirecting your ministry toward a particular age group without compromising the church's message increasing your church's visibility structuring your church's management organization creating an effective outreach program . . . and more!Although the book is oriented toward churches and their leadership and has been written largely from an evangelical Christian perspective, the descriptive information regarding each of the generational categories that comprise today's populace is applicable to all Christian organizations, whether they be evangelical or mainline Protestant, Catholic or parachurch. Similarly, the management system, which integrates defined purposes, priorities, and programming options into a well-coordinated plan of action, can be applied by all such organizations.

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. 104 pages, paperback, more than 35 charts and graphs.

The second edition of this popular ebook contains updated information, better format, and answer keys to the activities. It also presents new chapters focusing on non- voice accounts and problem solving techniques to various problems in managing workforce. _How to determine your agents per day and per hour? _Is getting 100% service level a good idea? _How can you improve your sales or collections with workforce management?

Call Center Staffing - The Complete, Practical Guide to Call Center Management takes the reader through the step-by-step process of forecasting workload, calculating staff, creating schedules, tracking daily performance, and managing by the numbers in a call center. Topics include: Overview of call center staffing issues Data gathering and analysis Forecasting workload Calculating staff requirements Creating staff schedules Skill-based routing and scheduling Managing intr-day staffing and service Calculating trunk/network requirements Staffing for multi-media contacts Automating workforce management Call Center staffing alternatives Workforce management roles and responsibilities The book is designed to be a how-to guide to enable today's call center professional to master the art and science of call center staffing.

This used item resides in our Los Angeles,CA store. Call (323) 850-1050 if you would like more information.

This book is based on research in the field and written for sales leaders and management who want to dramatically increase their skills along with their odds of exceeding their quota year after year. However, it is equally relevant for sales representatives who seek to master the art of selling, earn top commissions, and enjoy the recognition associated with being number one on the sales leader board. It is a simple, memorable, and repeatable selling and training model that is quickly learned and easy to coach. Learn new techniques and tactics for prospecting, making more sales calls, and exceeding your revenue growth targets. Whether you are aspiring to be in sales, new to sales, or a seasoned sales pro, Level Five Selling will give you the tools and process you need to develop and grow.

Case Studies in Sport Communication: You Make the Call goes beyond the box scores by offering readers the opportunity to evaluate popular and diverse issues in sport―including management, crisis, health, ethics, gender, race, and social media. Each chapter incorporates theory and communication principles as well as topical background information, and concludes with discussion questions and engaging assignments. This volume presents real-life, provocative sports cases that bring contemporary headlines into perspective and inspire critical thinking. Each chapter features scholarly evidence that will keep the conversation lively, thoughtful, and informative. Students are encouraged to challenge the ethical implications of what they have read and to “make the call.” This is an invaluable resource for upper-level undergraduate and graduate students of sport communication and sport management.

Case Studies in Sport Communication: You Make the Call goes beyond the box scores by offering readers the opportunity to evaluate popular and diverse issues in sport―including management, crisis, health, ethics, gender, race, and social media. Each chapter incorporates theory and communication principles as well as topical background information, and concludes with discussion questions and engaging assignments. This volume presents real-life, provocative sports cases that bring contemporary headlines into perspective and inspire critical thinking. Each chapter features scholarly evidence that will keep the conversation lively, thoughtful, and informative. Students are encouraged to challenge the ethical implications of what they have read and to “make the call.” This is an invaluable resource for upper-level undergraduate and graduate students of sport communication and sport management.

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.

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.

This book will cover the essential role and responsibilities of the facilities manager as it pertains to building maintenance.Facilities management is a broad-based discipline that calls into play architectural, construction, engineering, and management and human skills, particularly for running and maintaining commercial, institutional, academic, and industrial buildings. If you're a newcomer to facilities management you will find this book an excellent introduction to managing maintenance. Already an established professional? You'll be able to brush up on the latest technological and regulatory trends affecting how complex facilities should be successfully maintained by way of risk assessment.The book contains ample, ready-to-use assessment forms and resources for extended practical information. Highlights include: Coverage of key components of facilities maintenance management including risk management, building safety, operations and purchasing, staffing, and more. Guidance on new trends including 'lean building maintenance' and Green Building specs (Green Spec) like LEED as well as guidance on legal contracts, safety regulations, energy efficiency, and more. The author also details specific management guidance by building type including apartments, office buildings, hotels and resorts, government buildings, schools, transport facilities, and many others.

Explains why and how broadcast stations are federally licensed, discusses call letters, FM history, site selection, permit application, equipment, format, and advertising, and tells how to handle the business aspects of running a station

A basic but often ignored premise with working with people is that every person hungers to be treated with value. This is central to what authors Wayne T. Anderson and Nancy Alderson McDonnell call Theory R -- love, dignity, and respect -- you will learn how to empower your employees to achieve excellence, revitalize your business, exceed global challenges, and improve the culture of your workplace and bottom line. In fact, organizations that go beyond the status quo by applying these principles can bring forth positive changes that lead to double-digit productivity improvement, total quality excellence, lasting employee satisfaction, teamwork loyalty, trust, and open communication. Theory R Management also shows you how to..... * Turn conflict into harmony * Manage diversity in your organization * Succeed through cooperation, not confrontation * Develop an innovative management style that transforms managers into leaders. Theory R Management will benefit all leaders who want to build an environment based on the collective good of their people. Total quality excellence is not just another program, it is a state of mind. Position your organization for lasting success as the new century approaches with Theory R Management.

Is management a profession? Should it be? Can it be? This major work of social and intellectual history reveals how such questions have driven business education and shaped American management and society for more than a century. The book is also a call for reform. Rakesh Khurana shows that university-based business schools were founded to train a professional class of managers in the mold of doctors and lawyers but have effectively retreated from that goal, leaving a gaping moral hole at the center of business education and perhaps in management itself. Khurana begins in the late nineteenth century, when members of an emerging managerial elite, seeking social status to match the wealth and power they had accrued, began working with major universities to establish graduate business education programs paralleling those for medicine and law. Constituting business as a profession, however, required codifying the knowledge relevant for practitioners and developing enforceable standards of conduct. Khurana, drawing on a rich set of archival material from business schools, foundations, and academic associations, traces how business educators confronted these challenges with varying strategies during the Progressive era and the Depression, the postwar boom years, and recent decades of freewheeling capitalism. Today, Khurana argues, business schools have largely capitulated in the battle for professionalism and have become merely purveyors of a product, the MBA, with students treated as consumers. Professional and moral ideals that once animated and inspired business schools have been conquered by a perspective that managers are merely agents of shareholders, beholden only to the cause of share profits. According to Khurana, we should not thus be surprised at the rise of corporate malfeasance. The time has come, he concludes, to rejuvenate intellectually and morally the training of our future business leaders.

Sports-related litigation continues to escalate in America year after year, due at least in part to increased pressure in the multibillion dollar sport industry for all who are involved in the operation of sport.The third edition of Risk Management in Sport, like the first two editions, calls on the experience of a Who's Who of Risk Management experts. Eleven new chapters add to the updated chapters to keep risk management strategies in tune with the times.The book is a leading resource for anyone responsible for administration in a sport program, from Little League to professional sports. This unique text covers a multitude of risk management issues and the strategies to deal with them. This is an essential book for sport management classes and an invaluable resource for sports administrators and anyone associated with sport.

Firefighters are taught to battle flames. Police learn to respond quickly to 911 calls. So why are so few health officials prepared for public health crises? The Public Health Crisis Survival Guide is here to help. Whether it's an infectious disease outbreak, a scathing news report, or a sudden budget calamity, this book gives public health readers an honest and practical overview of what to do when things go wrong -- not just to survive, but to lead and thrive in the most difficult circumstances.With examples drawn from history, recent headlines, and the author's own experience at the local, state, and federal levels, this book covers: · how to recognize, manage, and communicate in a crisis · how to pivot from managing a crisis to advocating for long-term policy change that can prevent the crisis from happening again · how to awaken a sense of crisis on a longstanding problem to generate momentum for change· taboo topics, including whether and how to apologize for mistakes Written by a voice of experience, practicality, and good humor, The Public Health Crisis Survival Guide will be a source of enrichment and reassurance for the next generation of public health students and practitioners.

We are in what many call The Age of the Customer. Customers are empowered more than ever before and demand a high level of customer attention and service. Their increasing expectations and demands worldwide have forced organizations to transform themselves and prepare for the customer experience (CX) battlefield. This landmark book addresses: - What customer experience really means - Why it matters - Whether it has any substantial business impact - What your organization can do to deliver and sustain your CX efforts, and -How we got to this particular point in CX history This book is the result of exhaustive research conducted to incorporate various components that affect customer experience. Based on the research results, the authors make a case for seeing CX and associated transformations as the next natural evolution of the quality management system (QMS) already in place in most companies. Using an existing QMS as the foundation for CX not only creates a more sustainable platform, but it allows for a faster and more cost effective way to enable an organization to attain world-class CX.