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
"To get a competitive edge in a world of commoditized service, companies have to convert their reactive, cost-oriented contact centers into predictive, engaged, revenue-generating, real-time profit centers. A real-time contact center provides an outstanding customer experience, enhances loyalty, increases sales, reduces expenses, and streamlines information flow between the center and the company at large -- all of which adds up to substantial bottom-line improvement. The Real-Time Contact Center is a practical guide to building a service infrastructure that will simultaneously exceed your customers' expectations, and build revenues. This timely book will help you: Establish the business case for transforming your contact center into a real-time profit center. * Sort through the technologies and systems that enable real-time contact centers, and learn the best ways to use them. * Build profitable relationships with sales and marketing. * Strengthen your self-service applications to improve their efficiency and to reduce dependence on service representatives, enabling significant cost reductions. * Hire, train, and motivate staff to keep your contact center at the top of its game. * Make smart, ethical decisions regarding offshore outsourcing. The book is packed with step-by-step implementation plans for migrating from your current model to the real-time contact center, and offers a complete package of winning strategies, practical guidelines, and best practices. Each chapter includes self-assessment checklists for use by all the crucial players in your contact environment. The Real-Time Contact Center analyzes the business trends that are driving change in the contact center market, and provides vendor names and a market overview of key call center technology, systems, and applications. The book also discusses how to optimize management and processes to ensure your people are well positioned to deliver extraordinary service with every interaction. Most importantly, The Real-Time Contact Center will show you how to make this crucial transformation without disrupting your current service initiatives. With the powerful tools and practical recommendations in this book, you will transfer quickly and seamlessly to a world-class contact center that's designed to generate substantial revenue, delight your customers, reduce expenses, and make your organization the envy of its industry."
Excellence is about strategy driving quality and measurements, the importance of managing variability, how to incorporate TQM into the contact center, measuring the maturity of the contact center and the corresponding value, how to hire the right staff and then how to ensure they are engaged. Contact Center Excellence will help you drive your contact center to a world class level. Contact center leadership, whether at the level of supervisor or senior manager, will gain valuable insights into achieving contact center excellence. The 2nd edition is updated and expanded, with a completely redone chapter on managing variability.
Install, deploy, configure and troubleshoot Cisco Unified Contact Center Express. Inbound and outbound call distribution, Desktop Suite and Finesse, database and web chat, scripting and trace analyzing. Cisco and third-party tools such as Cet, Rtmt, Ldap Browser, and WinGrep. Written by Michael HouTong Luo, Ccie# 6183 (Routing/Switching and Collaboration), author of "Deploying Cisco Unified Presence".
The focus on Customer Experience is a top business strategy in today's competitive marketplace. That experience has many of the same components found in the theatre; we want our staff to "perform" in a way that attracts and retains customers. While the experience happens âon stage,â what happens behind the scenes or âbackstageâ is what ultimately determines a winning performance. While frontline players have an enormous impact on the outcome of the performance, they are only able to perform as well as they are managed.
Kathleen Petersonâs collection of musings is designed to inspire on stage and backstage players to act in the interest of the Customer Experience â¦ to look for new ways to view the demanding tasks associated with putting on the daily show â¦ to take a new tack on an old task and produce different and better outcomes â¦ and ultimately, to take the show on the road at the executive level where alignment must be reached in order to deliver on the Customer Experience strategy.
The musings are timely, insightful, and humorously writtenâreflecting Kathleenâs infectiously witty style. She writes candidly about everything from strategic visioning at the executive level to the tactical aspects of running a Contact Center to the human elements that tie it all together. Whether you read this book all at once or pick and choose from many, many topics, the experience will be unforgettable.
About the Author: Founder and Chief Vision Officer of PowerHouse Consulting, Inc., Kathleen Peterson is an acclaimed Contact Center consultant and recognized industry visionary. She has emerged as one of the most sought-after experts and consulting partner in the field of Customer Experience working with the worldâs top customer-focused companies. Kathleen is published widely in the most prestigious industry journals in the U.S. and abroad. As a featured keynote speaker at conferences and Fortune 500 companies, she has shared her humor, knowledge, and experience across four continents. Kathleen is a member of the National Speakerâs Association. She served for seven years as a Certified Associate of Incoming Calls Management Institute (ICMI) and is an active member of the Society of Communications Technology Consultants (SCTC). Founded by industry expert Kathleen Peterson in 1987, PowerHouse Consulting, Inc. is an internationally recognized professional consulting firm specializing in all aspects of Contact Centers and Telecommunications. Our offerings include Strategic Planning, Contact Center Assessments and Solutions, Telecommunications Assessments, IT Assessments, Workforce Optimization, Outsourcing Management, Custom Learning Programs, and Procurement Management. PowerHouse works with top management across Fortune 500 companies to develop plans that align operational practices with corporate vision. We bring quick, practical, and cost-effective results. PowerHouse consultants combine business savvy and technical acumen to provide the very best in strategic planning, assessment, and operational improvement services.
Foreword written by Brad Cleveland, an author, speaker, and consultant who has worked across 45 states and in over 60 countries with some of today's most celebrated brands. He was a founding partner in and former longtime CEO of the International Customer Management Institute (ICMI), where he now serves as an advisor.
"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 todayâs 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.
As a customer service professional, your goal is to help your customers by solving their concerns quickly and effectively. This isn't easy to accomplish if you're spending half of your day on repetitive processes that slow down progress. Recent advances in technology make it possible--here and now--to manage those tasks, and Mikhail Naumov will show you how to transform your contact center and your business with practical artificial intelligence.
AI Is My Friend describes how machine learning software enhances your contact center's performance by classifying, prioritizing, and automating service inquiries, emails, and messages, while providing agents with the most pertinent information to immediately assist customers with solutions.
In this guide "from the trenches," Mikhail reveals what you must know about incorporating AI solutions in a contact center, making this book an indispensable customer service handbook for the twenty-first century.