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Call Center Management on Fast Forward: Succeeding in Today's Dynamic Customer Contact Environment (英語) ペーパーバック – 2006/11/10

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  • ペーパーバック: 440ページ
  • 出版社: Cmp United Business Media; Updated & Expan.版 (2006/11/10)
  • 言語: 英語
  • ISBN-10: 1932558063
  • ISBN-13: 978-1932558067
  • 発売日: 2006/11/10
  • 商品パッケージの寸法: 22.1 x 15.4 x 2.8 cm
  • Amazon 売れ筋ランキング: 洋書 - 339,877位 (洋書の売れ筋ランキングを見る)
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星1つ で最も参考になったカスタマーレビュー (beta) 10 件のカスタマーレビュー
8 人中、7人の方が、「このレビューが参考になった」と投票しています。
great for newbies as well as those with experience in the industry 2007/9/23
投稿者 A. Hirsch - (
形式: ペーパーバック
I have been in the call center industry for some time and I find that you can't know it all, especially if you are in a large call center where roles are very specific. This book has help me understand the things that others do and has helped me to advance into other areas. The book is well laid out and explains everything fairly well, but not perfect. The book also gets right to the point of data is important to gather and how to best illustrate that data in a spreadsheet or chart. It has really helped me to better organize my KPI's and focus on just a few important pieces of data instead of having to sift through piles of numbers. This book has also helped me to become better at workforce management strategies and forecasting. Two areas I had little familiarity with. This book will certainly bring you up to speed quickly. Even after reading and applying everything in the book, I continue to reference it all the time.
2 人中、2人の方が、「このレビューが参考になった」と投票しています。
Good for the budget computations 2011/1/31
投稿者 PLANSIS - (
形式: ペーパーバック Amazonで購入
The book provides good tips on modelng of various aspects for the contact centers. I used budget modeling techniques from this book. The built excel model was well percieved by top management because of transparancy and insight in all the factors that decrease the productive hours. The budget for this year was much beter so the center could cope with the extra large call volumes caused by cold winter in the Netherlands.
2 人中、2人の方が、「このレビューが参考になった」と投票しています。
Great all around "Call Center Management" book 2009/7/17
投稿者 George Stanley - (
形式: ペーパーバック
This book has everything you need to know about running a call center along with an overview of the main metrics to monitor.
4 人中、3人の方が、「このレビューが参考になった」と投票しています。
A definite MUST HAVE for any Call Center Professional 2009/7/22
投稿者 Sparkle - (
形式: ペーパーバック Amazonで購入
This book is like a text book for all things call center. It is a great book for call center Execs, Managers and Consultants that support the industry. I've also found it great for Representatives and Quality Assurance Coaches who aspire to advance thier career. They can learn to talk the same talk and understand metrics in a way that can allow them to take necessary steps to set themselves up for promotion.

Brad Cleaveland explains what many think is call center hocus pocus. He goes into detail about metrics, the decisions to make before you set them, understanding what you really want to know. He also talks about myths and best practices, all very helpful.

For anyone who works in a call center, this is an extremely helpful resource as a guide, learning tool or reference book to check yourself from time to time. (Especially when someone asks you to explain a metric that you may take for granted.)
4 人中、3人の方が、「このレビューが参考になった」と投票しています。
A Must-Read for call center professionals! 2008/7/12
投稿者 Paloma P. - (
形式: ペーパーバック Amazonで購入
I've been in the call center industry for over 6 years but the content of this book presented a lot of refreshing insights about managing a center. I also like the fact that the book is such an easy read--Brad Cleveland used clear and concise vocabulary in explaining Workforce Management even to the most novice call center employee. Great, great book--one that I'll keep for as long as I am in the industry.
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