Coverart for item
The Resource Bottom-line call center management : creating a culture of accountability and excellent customer service, David L. Butler, (electronic book)

Bottom-line call center management : creating a culture of accountability and excellent customer service, David L. Butler, (electronic book)

Label
Bottom-line call center management : creating a culture of accountability and excellent customer service
Title
Bottom-line call center management
Title remainder
creating a culture of accountability and excellent customer service
Statement of responsibility
David L. Butler
Creator
Subject
Language
eng
Summary
'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
Member of
Cataloging source
OPELS
http://library.link/vocab/creatorName
Butler, David L.
Dewey number
658.8/12
Illustrations
illustrations
Index
index present
LC call number
HE8788
LC item number
.B88 2004
Literary form
non fiction
Nature of contents
  • dictionaries
  • bibliography
Series statement
Improving human performance series
http://library.link/vocab/subjectName
Call centers
Label
Bottom-line call center management : creating a culture of accountability and excellent customer service, David L. Butler, (electronic book)
Instantiates
Publication
Bibliography note
Includes bibliographical references and index
Color
multicolored
Contents
Culture and accountability; Location, location, location; Skills and training; Your CSRs?; Pay and benefits; The people and the technology; Labor unions: the good, the bad, and the ugly; Conclusions; Appendices
Control code
SCIDI474931122
Dimensions
unknown
Extent
1 online resource (xxi, 179 p.)
Form of item
online
Isbn
9786611006754
Other physical details
ill.
Specific material designation
remote
Label
Bottom-line call center management : creating a culture of accountability and excellent customer service, David L. Butler, (electronic book)
Publication
Bibliography note
Includes bibliographical references and index
Color
multicolored
Contents
Culture and accountability; Location, location, location; Skills and training; Your CSRs?; Pay and benefits; The people and the technology; Labor unions: the good, the bad, and the ugly; Conclusions; Appendices
Control code
SCIDI474931122
Dimensions
unknown
Extent
1 online resource (xxi, 179 p.)
Form of item
online
Isbn
9786611006754
Other physical details
ill.
Specific material designation
remote

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