CALL CENTERS (CENTRES) - Faculty of Industrial Engineering and ...

improve customer services and make better decisions that will help build your career.
1072 acronyms and terms, 41 graphs and tables.
59. Cleveland, Brad and Debbie Harne. Call Center Operations Management Handbook and Study
Guide, 2nd edition. Call Center Press, 2003.
ISBN: 0970950756
Book Description: Call center operations is a specialized management field with its own theories
and terminology. The fundamental dynamics of the randomly arriving call center workload create
multiple challenges in the areas of forecasting, staffing, technology and facilities management.
A firm understanding of these challenges is required for a call center leader to accomplish the
objectives of the organization and satisfy customers.
The Call Center Operations Management Handbook and Study Guide provides this solid foundation
through an examination of key performance indicators, call center planning and management
processes, call center technology and facilities management. The guide begins with an explanation
of service level and response time—key objectives that measure the accessibility of the
center. A detailed examination of other key performance indicators follows. The third section
of the guide provides an in-depth discussion of the planning and management processes upon
which call center operations depend, including forecasting, staffing and scheduling. The guide
then transitions from processes to technology with an integrated look at the technologies present
in the best of today’s centers. The guide closes with site selection, call center design, health and
safety issues, and disaster recovery principles.
60. Coen, Dan. Inspiring Call Center Performance. DCD Publishing, 2003.
ISBN: 0966043650
Book Description: Is it time to drive performance in your call center?
Inspiring Call Center Performance is a terrific book to teach managers the principles of creating
dynamite results in the call center.
It was written for managers, executives, supervisors and trainers who manage call centers, inside
sales and customer care departments.
This audio book focuses on the skill sets to manage people and operations. Topics include:
- Building a performance-based culture
- Understanding the key elements of call center management
- Having a daily game plan
- Developing training programs to impact performance
- Using communication channels to motivate employees
- Exploring how agents see the call center
- Tips and ideas to inspire call center staff
Designing a complete call center program is the key for management to build results in their call
center. This audio book provides a taste of how managers can do better to supervise, motivate
and inspire call center performance.
61. Reynolds, Penny. Call Center Staffing: The Complete, Practical Guide to Workforce Management.
The Call Center School Press, 2003.
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