Gower Handbook of Call and Contact Centre Management
Regular price
€71.99
advanced contact centre operations
AHT
Alyson Jordan
Andy Barker
Angela Hunter
Antonietta Caprano-Wint
Business Case
Business Processes
Carol Borghesi
Caroline Griffiths
Category=KC
Category=KJS
Cheryl Black
Clive McAfee
Colin Chave
Colin Mackay
Contact Centre
Contact Centre Industry
Contact Centre Management
Contact Centre Operation
Contact Centre Operators
Contact Centre Service
Contact Centre Staff
Contact Centre Team
Contact Centre Technology
Contact Centre's Agents
Contact Centre’s Agents
Costas Johnson
CRM System
Customer Contact Centres
Customer Interaction Centre
customer service strategy
Dave Howard
David Mackenzie
David Rance
David Seccombe
Donald MacDonald
eq_bestseller
eq_business-finance-law
eq_isMigrated=1
eq_isMigrated=2
eq_nobargain
eq_non-fiction
Fabienne Tyler
Graham Whitehead
Greg Wilkie
Independent Financial Advisers
industry
Interactive Digital Tv
Jim Spowart
John Taylor
Juan Sotolongo
Kai McCabe
Laurin McDonald
Markus Recker
Mary Cooke
Melanie Howard
Michael Esau
Mike Harvard
operation
Outbound Calls
outsourcing solutions
Paul Smedley
performance management systems
Peter McCarthy
Predictive Dialling
quality monitoring processes
Richard Stollery
Rob Pike
Sally Pollock
Shevlin Archie
Simon Priestley
Sonia Keheyan Dodd
St Base
Stephen Parry
Steve Pink
telemarketing techniques
Today's Contact Centres
Today’s Contact Centres
Tony McSweeney
Web Call Back
Workforce Management
Workforce Management System
workforce optimisation
Product details
- ISBN 9781138251281
- Weight: 680g
- Dimensions: 174 x 246mm
- Publication Date: 06 Mar 2017
- Publisher: Taylor & Francis Ltd
- Publication City/Country: GB
- Product Form: Paperback
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Call centres and contact centres form an important and rapidly growing part of today's business world. They present a range of management challenges, from strategic decisions about how to develop a customer strategy, business planning, through to detailed considerations of staffing levels and appropriate technology. This new handbook, the first of its kind, provides a unique insight giving expert opinions on how to get the most out of your contact centre operations. Natalie Calvert, a specialist in the field, has brought together a team of 35 experienced practitioners who provide invaluable knowledge, share their experiences and draw on real-life examples to suggest practical solutions on a wide range of topics. This handbook is an indispensible guide and reference for call and contact centre managers, HR specialists and senior executives responsible for marketing, sales or customer services. The handbook is divided into six parts: I The business plan II The people factor III Contact centre technology IV Standards, processes, and outsourcing V Building profitable customer relationships VI The future.
Natalie Calvert is one of the leading authorities on call and contact centre operations, with more than 20 years' pioneering experience. She is the founder and Managing Director of Calcom Group Ltd, a training consultancy organization specializing in the area, with clients that include LEGO, Royal Mail, Wanadoo, Orange, and the Royal Bank of Scotland. Natalie regularly lectures both in the UK and internationally and is a frequent contributor to articles and industry forums. As well as founder and fellow of the Institute of Direct Marketing, she has been UK Ambassador for the European Contact Centre Qualifications, Chair of London First Call Centre Task Force, Vice Chair of the Direct Marketing Association's Telecommerce Board, verifier on the Contact Centre Management Masters degree, and currently serves on Call Centre Association Standards Advisory Council. In 2004 she launched the Calcom Contact Centre Academy, which is a total training solution for call and contact centres.
