Bottom-line call center management: creating a culture of accountability and excellent customer service
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Elektronisch E-Book |
| Sprache: | English |
| Veröffentlicht: |
Amsterdam
Elsevier Butterworth-Heinemann
©2004
|
| Schriftenreihe: | Improving human performance series
|
| Schlagworte: | |
| Online-Zugang: | FAW01 Volltext |
| Beschreibung: | 'Bottom-Line Call Center Management breaks new ground by addressing key skills and techniques in assessing and implementing effective management practices to maximize the human and capital resources at the call center manager's disposal. Drawing on the author's unique data sets and years of research experience in the industry, 'Bottom-Line Call Center Management' helps call center managers evaluate their current status, implement cost-effective changes, and measure results of their changes to ensure a culture of accountability within the call center at all levels increasing the bottom line. The processes include an evaluation of current customer service representatives, defining, delimiting and assessing the labor shed of the center, and exploring the customer service representative's unique skills and leveraging those skills into a unique and dynamic work environment. Likewise, the process also determines the learning skills and competencies necessary to meet and exceed the basic requirements for all call centers. Furthermore, each step has a pre, in-process, and post evaluation to ensure projects are progressing according to plan. Lastly, all evaluations are measured against the bottom line through a return on investment (ROI) model. The framework for this book uses the culture of call centers, defined and lived through the customer service representatives, as the lens to view all processes, measurements, accountability and return on investment. This framework is critical since there has been much emphasis on technology-as-a-solution which treats the employees as a hindrance instead of the enablers of positive change. Likewise, customer service representatives eventually act as strong determinants of success with the call center and thus the bottom line. *The only book to focus on accountability in call center management within a framework of progressive management and HR practices *Draws on the author's unique data sets about best practices in call center management *Step-by-step processes to assess, implement, and measure the ROI of effective management practices, with pre-, in-process, and post-evaluation built in Includes bibliographical references and index |
| Beschreibung: | xxi, 179 pages |
| ISBN: | 9780750676847 0750676841 0080490557 9780080490557 |
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| 500 | |a 'Bottom-Line Call Center Management breaks new ground by addressing key skills and techniques in assessing and implementing effective management practices to maximize the human and capital resources at the call center manager's disposal. Drawing on the author's unique data sets and years of research experience in the industry, 'Bottom-Line Call Center Management' helps call center managers evaluate their current status, implement cost-effective changes, and measure results of their changes to ensure a culture of accountability within the call center at all levels increasing the bottom line. The processes include an evaluation of current customer service representatives, defining, delimiting and assessing the labor shed of the center, and exploring the customer service representative's unique skills and leveraging those skills into a unique and dynamic work environment. | ||
| 500 | |a Likewise, the process also determines the learning skills and competencies necessary to meet and exceed the basic requirements for all call centers. Furthermore, each step has a pre, in-process, and post evaluation to ensure projects are progressing according to plan. Lastly, all evaluations are measured against the bottom line through a return on investment (ROI) model. The framework for this book uses the culture of call centers, defined and lived through the customer service representatives, as the lens to view all processes, measurements, accountability and return on investment. This framework is critical since there has been much emphasis on technology-as-a-solution which treats the employees as a hindrance instead of the enablers of positive change. Likewise, customer service representatives eventually act as strong determinants of success with the call center and thus the bottom line. | ||
| 500 | |a *The only book to focus on accountability in call center management within a framework of progressive management and HR practices *Draws on the author's unique data sets about best practices in call center management *Step-by-step processes to assess, implement, and measure the ROI of effective management practices, with pre-, in-process, and post-evaluation built in | ||
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Datensatz im Suchindex
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| author | Butler, David L., (David Lawrence) |
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| dewey-full | 658.8/12 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
| dewey-raw | 658.8/12 |
| dewey-search | 658.8/12 |
| dewey-sort | 3658.8 212 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| format | Electronic eBook |
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| illustrated | Not Illustrated |
| indexdate | 2024-07-10T07:51:29Z |
| institution | BVB |
| isbn | 9780750676847 0750676841 0080490557 9780080490557 |
| language | English |
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| physical | xxi, 179 pages |
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| spelling | Butler, David L., (David Lawrence) Verfasser aut Bottom-line call center management creating a culture of accountability and excellent customer service David L. Butler Amsterdam Elsevier Butterworth-Heinemann ©2004 xxi, 179 pages txt rdacontent c rdamedia cr rdacarrier Improving human performance series 'Bottom-Line Call Center Management breaks new ground by addressing key skills and techniques in assessing and implementing effective management practices to maximize the human and capital resources at the call center manager's disposal. Drawing on the author's unique data sets and years of research experience in the industry, 'Bottom-Line Call Center Management' helps call center managers evaluate their current status, implement cost-effective changes, and measure results of their changes to ensure a culture of accountability within the call center at all levels increasing the bottom line. The processes include an evaluation of current customer service representatives, defining, delimiting and assessing the labor shed of the center, and exploring the customer service representative's unique skills and leveraging those skills into a unique and dynamic work environment. Likewise, the process also determines the learning skills and competencies necessary to meet and exceed the basic requirements for all call centers. Furthermore, each step has a pre, in-process, and post evaluation to ensure projects are progressing according to plan. Lastly, all evaluations are measured against the bottom line through a return on investment (ROI) model. The framework for this book uses the culture of call centers, defined and lived through the customer service representatives, as the lens to view all processes, measurements, accountability and return on investment. This framework is critical since there has been much emphasis on technology-as-a-solution which treats the employees as a hindrance instead of the enablers of positive change. Likewise, customer service representatives eventually act as strong determinants of success with the call center and thus the bottom line. *The only book to focus on accountability in call center management within a framework of progressive management and HR practices *Draws on the author's unique data sets about best practices in call center management *Step-by-step processes to assess, implement, and measure the ROI of effective management practices, with pre-, in-process, and post-evaluation built in Includes bibliographical references and index BUSINESS & ECONOMICS / Customer Relations bisacsh Call centers / Management fast Wirtschaft Call centers Management Management (DE-588)4037278-9 gnd rswk-swf Callcenter (DE-588)4456666-9 gnd rswk-swf Callcenter (DE-588)4456666-9 s Management (DE-588)4037278-9 s 1\p DE-604 http://www.sciencedirect.com/science/book/9780750676847 Verlag URL des Erstveröffentlichers Volltext 1\p cgwrk 20201028 DE-101 https://d-nb.info/provenance/plan#cgwrk |
| spellingShingle | Butler, David L., (David Lawrence) Bottom-line call center management creating a culture of accountability and excellent customer service BUSINESS & ECONOMICS / Customer Relations bisacsh Call centers / Management fast Wirtschaft Call centers Management Management (DE-588)4037278-9 gnd Callcenter (DE-588)4456666-9 gnd |
| subject_GND | (DE-588)4037278-9 (DE-588)4456666-9 |
| title | Bottom-line call center management creating a culture of accountability and excellent customer service |
| title_auth | Bottom-line call center management creating a culture of accountability and excellent customer service |
| title_exact_search | Bottom-line call center management creating a culture of accountability and excellent customer service |
| title_full | Bottom-line call center management creating a culture of accountability and excellent customer service David L. Butler |
| title_fullStr | Bottom-line call center management creating a culture of accountability and excellent customer service David L. Butler |
| title_full_unstemmed | Bottom-line call center management creating a culture of accountability and excellent customer service David L. Butler |
| title_short | Bottom-line call center management |
| title_sort | bottom line call center management creating a culture of accountability and excellent customer service |
| title_sub | creating a culture of accountability and excellent customer service |
| topic | BUSINESS & ECONOMICS / Customer Relations bisacsh Call centers / Management fast Wirtschaft Call centers Management Management (DE-588)4037278-9 gnd Callcenter (DE-588)4456666-9 gnd |
| topic_facet | BUSINESS & ECONOMICS / Customer Relations Call centers / Management Wirtschaft Call centers Management Management Callcenter |
| url | http://www.sciencedirect.com/science/book/9780750676847 |
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