{"product_id":"call-centers-for-dummies","title":"Call Centers For Dummies","description":"\u003cp\u003e\u003cb\u003e\u003ci\u003eLearn to:\u003c\/i\u003e\u003c\/b\u003e  \u003c\/p\u003e\u003cul\u003e \u003cli\u003eLocate, design, and build a call center\u003c\/li\u003e \u003cli\u003eMeasure productivity and quality and set appropriate goals\u003c\/li\u003e \u003cli\u003eGain efficiency through scheduling and technology\u003c\/li\u003e \u003cli\u003eBuild and retain high-performance teams\u003c\/li\u003e \u003c\/ul\u003e  \u003cp\u003e\u003cb\u003eYour friendly guide to profitable call center management\u003c\/b\u003e  \u003c\/p\u003e\u003cp\u003eThe call center industry is one of the world's most rapidly growing and fastest changing. For call center managers or anyone who just wants the inside scoop on this exciting field, this guide is a must-read. Loaded with best practices from the most successful call centers around the world, \u003ci\u003eCall Centers For Dummies\u003c\/i\u003e covers everything you need to know, whether you're just setting up shop or looking to improve your operations.  \u003c\/p\u003e\u003cul\u003e \u003cli\u003e\n\u003cb\u003eStart from the ground up\u003c\/b\u003e — investigate where to locate and how to build a call center, understand the roles and responsibilities in a call center team, and consider the outsourcing option\u003c\/li\u003e \u003cli\u003e\n\u003cb\u003eCall center business basics\u003c\/b\u003e — create a successful call center business model, determine achievable goals, and measure your center's progress through business drivers\u003c\/li\u003e \u003cli\u003e\n\u003cb\u003eEnsure proper resource management\u003c\/b\u003e — discover how to always have the right staff levels — including home agents — through forecasting and scheduling\u003c\/li\u003e \u003cli\u003e\n\u003cb\u003eGain efficiency through technology\u003c\/b\u003e — see how advances in call center technology, such as interactive voice response and Voice over Internet Protocol, can help your call center agents be more productive\u003c\/li\u003e \u003cli\u003e\n\u003cb\u003eBuild high-performance teams\u003c\/b\u003e — recruit and retain the best people by providing great training and keeping your agents motivated\u003c\/li\u003e \u003cli\u003e\n\u003cb\u003eKeep improving\u003c\/b\u003e — explore strategies to identify areas of improvement and learn how to manage change within your call center\u003c\/li\u003e \u003c\/ul\u003e  \u003cp\u003e\u003cb\u003eOpen the book and find:\u003c\/b\u003e  \u003c\/p\u003e\u003cul\u003e \u003cli\u003eHow to develop a positive company culture and high employee engagement\u003c\/li\u003e \u003cli\u003eStrategies to improve your customer satisfaction scores and first-call resolution\u003c\/li\u003e \u003cli\u003eTips for designing the ideal space for your center\u003c\/li\u003e \u003cli\u003eHow to select the right outsourcing partner\u003c\/li\u003e \u003cli\u003eHow to create people-friendly work schedules\u003c\/li\u003e \u003cli\u003eHow to set up a home agent program\u003c\/li\u003e \u003cli\u003eWays to decrease costs and increase efficiency\u003c\/li\u003e \u003c\/ul\u003e","brand":"Bruce Simpson","offers":[{"title":"Default Title","offer_id":42849522384957,"sku":"9780470677438","price":38.66,"currency_code":"AUD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0597\/7689\/2989\/files\/9780470677438_a50022cd-9051-4f33-a330-7e1f8fd43540.jpg?v=1767036060","url":"https:\/\/www.palmleaf.com.au\/products\/call-centers-for-dummies","provider":"Palmleaf","version":"1.0","type":"link"}