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| call center performance management: Call Center Management on Fast Forward Brad Cleveland, 2012 |
| call center performance management: Call Center Optimization Ger Koole, 2013 This book gives an accessible overview of the role and potential of mathematical optimization in call centers. It deals extensively with all aspects of workforce management, but also with topics such as call routing and the scheduling of multiple channels. It does so without going into the mathematics, but by focusing on understanding its consequences. This way the reader will get familiar with workload forecasting, the Erlang formulas, simulation, and so forth, and learn how to improve call center performance using it. The book is primarily meant for call center professionals involved in planning and business analytics, but also call center managers and researchers will find it useful. There is an accompanying website which contains several online calculators. |
| call center performance management: Wake Up Your Call Center Rosanne D'Ausilio, 2005 Annotation Fourth edition includes the Training Imperative, Self Service, Updated Statistics, and Expanded References. |
| call center performance management: Course ILT Course Technology, Inc, 2003-02-28 This ILT Series course give students an overview of inbound call centers, managerial roles, and technologies that affect call centers. The course teaches students how to establish a call center, identify the call center managers' typical responsibilities, and determine the necessary technologies needed to best serve the company's customers, identify customer expectations, reduce the percentage of lost calls, calculate staff levels, and identify the reports that are used to evaluate a call center's performance. Students will also learn about establishing service goals, identifying areas for attention, and communicating effectively with executives. Course activities also cover reducing turnover, training employees effectively, managing employee stress, motivating, and communicating with employees. Finally, students will learn how to evaluate employee performance and establish monitoring programs. The manual is designed for quick scanning in the classroom and filled with interactive exercises that help ensure student success. |
| call center performance management: Call Center Performance Enhancement Using Simulation and Modeling Jon Anton, Vivek Bapat, Bill Hall, 1999 The management and design of call centres is increasing in complexity due to advancing technology and rising customer expectations. This guide provides managers with an understanding of the role, value and practical deployment of simulation in the planning, management and analysis of call centres. |
| call center performance management: Maximizing Call Center Performance Madeline Bodin, 1999-01-01 Ever wish you could find out how North America's biggest and most advanced call centers are really using call center technology? Want to know how successful call centers have solved the problems behind basic call center functions such as order handling, h |
| call center performance management: Call Center Benchmarking Jon Anton, David Gustin, 2000 Executives are starting to recognize the potential of the call centre as a significant revenue generator, perhaps one of the surest investments they can make in enhancing and creating customer value and bottom-line profits. This guide describes in practical terms the ins and outs of benchmarking. |
| call center performance management: The Positive Coach Approach Sally Cordova, Judy McKee, 2007-02-06 ThePositive Coach Approach is truly unique in that it provides a clearly charted course of action. Its a course for anyone charged with the task of improving call center performance in the form of customer satisfaction, increased sales, shorter call times, and greater employee satisfaction. This book is a teaching guide that will lead you through what to do, why to do it, and how to do it. This method of coaching eliminates: - Stress on coaches and agents - The need for constructive criticism The Positive Coach Approach is: -A proven way to get more and better results - A kinderapproach to performance improvement |
| call center performance management: The Real-time Contact Center Donna Fluss, 2005 New technology and best practices to turn your contact center into a revenue generator. |
| call center performance management: Call Center Management on Fast Forward Brad Cleveland, Julia Mayben, 1997 This is the only book available today that provides a very readable, step-by-step guide for managing an incoming call center. The book combines theory with practical advice and is filled with over 100 charts and graphs, several case studies and an extensive glossary and index. Readers will learn how to: achieve service level with quality in an era of more transactions, growing complexity and heightened caller expectations; understand the how behind best practices; boost caller satisfaction; win top management's support; and discover what separates a good call center from a great one. |
| call center performance management: Contact Center Management on Fast Forward Brad Cleveland, 2019-09-15 |
| call center performance management: Performance Management Im Call Center Marco Bucher, 2009-08 In den vergangenen Jahren haben Call Center in der Wirtschaft zunehmend an Bedeutung gewonnen. Neben der rasanten Entwicklung der Informations- und Kommunikationstechnologie sind hierf r vor allem der versch rfte Wettbewerbsdruck und die gestiegenen Erwartungen der Kunden entscheidend. Call Center stellen ein wirkungsvolles Instrument dar, um auf ver nderte Marktsituationen und auf gestiegene Kundenanforderungen angemessen zu reagieren. Dabei werden Call Center von den Unternehmen nicht nur mit dem Ziel der Kosteneinsparung eingerichtet oder genutzt, sondern auch, um ihre Kundenorientierung zu erh hen, bzw. ihre Servicequalit t zu verbessern. In der vorliegenden Arbeit wird untersucht, inwiefern die vorherrschende Arbeitsorganisation in Call Centern geeignet ist, die Call Center-Ziele zu erreichen. Des Weiteren werden Schwachstellen der g ngigen Kennzahlen zur Steuerung der Call Center aufgedeckt. Dazu werden die Determinanten der Kundenzufriedenheit genauer untersucht. Zudem wird die Erfassung und Kontrolle der Mitarbeiterleistung hinsichtlich ihres Beitrags zur Erreichung der Call Center-Ziele analysiert. Ziel der vorliegenden Arbeit ist es, auf Basis der herausgearbeiteten Problemfelder in Call Centern, Handlungsalternativen, Instrumente und Massnahmen zur Steigerung der Effizienz und der Servicequalit t aufzuzeigen. |
| call center performance management: Designing the Best Call Center for Your Business Brendan Read, 2005-01-02 Designing the Best Call Center for Your Business examines all key aspects of opening and expanding a live agent call center, with in-depth coverage on facilities and workstation design; site selection, including communications and power backups; f |
| call center performance management: Performance Dashboards Wayne W. Eckerson, 2005-10-27 Tips, techniques, and trends on how to use dashboard technology to optimize business performance Business performance management is a hot new management discipline that delivers tremendous value when supported by information technology. Through case studies and industry research, this book shows how leading companies are using performance dashboards to execute strategy, optimize business processes, and improve performance. Wayne W. Eckerson (Hingham, MA) is the Director of Research for The Data Warehousing Institute (TDWI), the leading association of business intelligence and data warehousing professionals worldwide that provide high-quality, in-depth education, training, and research. He is a columnist for SearchCIO.com, DM Review, Application Development Trends, the Business Intelligence Journal, and TDWI Case Studies & Solution. |
| call center performance management: Business School Essentials for Call Center Leaders Maggie Klenke, Penny Reynolds, 2004 |
| call center performance management: Bottom-line Call Center Management David Lawrence Butler, 2004 New ground is broken 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 in this new title in the Improving Human Performance series. |
| call center performance management: Corporate Performance Management David Wade, Ron Recardo, 2009-11-03 Business experts, business economists, and organizational psychologists agree that a specific business strategy must be chosen for a corporation to excel. Beyond the strategy, companies must have a performance measurement system that ties every aspect of the organization - from the boardroom to the factory floor - to the strategy. In their book 'Corporate Performance Management', noted authors David Wade and Ron Recardo show companies how to craft a strategic focus and create sound business strategy by using a unique and pragmatic performance-measurement system. Concepts in the book are illustrated by 'real world' case studies. It provides tools and techniques to show how to apply the concepts within an organization. David Wade is the director of performance measurement for Aetna, Inc., and the author of several business-related books and articles. Ron Recardo is the founder and managing partner of The Catalyst Consulting Group, L.L.C. The author of several articles and books, he is a frequent speaker at meetings of professional associations, trade groups, and senior executives. |
| call center performance management: Bottom-Line Call Center Management David L. Butler, 2007-06-01 '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. |
| call center performance management: Performance Analysis and Optimization of Inbound Call Centers Raik Stolletz, 2003-04-17 The focus of this book is on the management of inbound call centers. Based on technical performance measures this book develops economic performance measures for different classes of telephone service numbers. Both the numbers of agents and the number of offered phones lines are decision variables in the operational personnel planning process. Since call arrivals as well as call-handling times are random in inbound call centers, this book concentrates on performance analysis and optimization using queueing models. These models may differ with respect to several features, for example, the number of customer classes, the number of differently trained agent groups, the limitation of the waiting room, or the customer's impatience. This book describes mathematical methods and algorithms to relate these decision variables to technical as well as economic performance measures. |
| call center performance management: The Executive Guide to Call Center Metrics James C. Abbott, 2004 As the cost of doing business increases, call centers and help desks are frequently moving overseas. How can your center remain competitive? Is pooling the best way to slash your wait times? James Abbott concisely answers these questions as he leads you through the world of process-centered customer service. Strategic and tactical terms, how to choose metrics to measure, and the miracle of Queuing Science are covered thoroughly, using easy-to-grasp anecdotes to explain the key technical topics. |
| call center performance management: Encyclopedia of Human Resources Information Systems: Challenges in e-HRM Torres-Coronas, Teresa, Arias-Oliva, Mario, 2008-07-31 Analyzes key critical HR variables and defines previously undiscovered issues in the HR field. |
| call center performance management: Performance Management Gary Cokins, 2004-03-29 Praise for Performance Management We are witnessing a convergence among advanced management concepts and practices. Performance management is a means to pull it all together, to understand the strengths and limitations of each management practice and leverage it for competitive advantage. Cokins' book walks us through all this in a manner that makes something confusing much less so. There is no one right answer for any situation. The answer lies in a balance of concepts and the integration of them. Performance Management is the glue that holds them all together. This book helps the reader understand the breadth of PM. It's not just about measuring! —John F. Morrow, CPA, AICPA Vice President, The New Finance Gary Cokins has articulated the '411' of performance management. His combination of personal anecdotes with fundamental cost and performance management theories provides business leaders at all levels, in any industry or profession, a solid resource for practicing their work. This book is not only an invaluable resource for those new to performance management but provides guidance, wisdom, support, and insight to all industry leaders and managers. Cokins has organized and simplified the many complex performance management theories, associated tools, and infrastructure for the reader. Buy it, read it, and give it to your colleagues—then celebrate your successes! —Sue Swertfeger, Senior Manager, Owens & Minor |
| call center performance management: Recent Technological Advances in Engineering and Management Dalia Younis, Ilona Paweloszek, Mamta Chahar, Narendra Kumar, Nino Abesadze, Preeti Narooka, 2024-09-26 It is with immense pleasure that we extend a warm welcome to all of you to the recently concluded conference, international conference on Advances in Science, Technology and Management (ICOSTEM 2023) which took place from November 24 – 27, 2023, in the picturesque Maldives, Male. This significant event focused on the “Recent Technological Advances in Engineering and Management” with special sessions on Applied Sciences, Management and Engineering. |
| call center performance management: Beyond Performance Management Jeremy Hope, Steve Player, 2012 In Beyond Performance Management, Jeremy Hope and Steve Player offer answers, critically reviewing forty well-known management tools and practices--from mission statements, balanced scorecards, and rolling forecasts to key performance indicators, Six Sigma, and performance appraisals. Hope and Player help you select the right frameworks and approaches based on your organization;'s needs, then offer guidance on implementing each one and extracting its maximum value. For each of the forty tools and practices they review, the authors explain: the nature and effectiveness of the tool or practice, its potential to improve your company's performance; the actions required to maximize the tool's potential, and resources you can use to dig deeper into each practice. WIth its rigorous analysis and solid, practical advice, Beyond Performance Management helps tune out the background noise about performance management tools so you can select the ones your company actually needs. |
| call center performance management: The Complete Book of Resumes Karen Schaffer, 2005-11-01 Crafting the perfect resume is the first step for job seekers. And these days, employers have tons of different filters to weed out candidates and narrow their hiring pool. The Complete Book of Resumes is packed full of information on crafting a resumes and the kind of structure and language that will get an employer's immediate attention as well as tons of samples for readers to use as a guideline for success. The Complete Book of Resumes includes information on: --How to begin if you're starting from scratch --The profile, or the most important part of your resume --Work experience, or What have I been doing all these years? --Punching it up--how to make a good resume great --The career transition resume chapter for brave souls --You're just starting out --Big leaps--positioning yourself for jobs above your current level Including more than 300 resumes, The Complete Book of Resumes is perfect for recent graduates or seasoned candidates with years of experience. |
| call center performance management: VoIP Performance Management and Optimization Adeel Ahmed, Habib Madani, Talal Siddiqui, 2010-07-29 The authors all work in the Cisco Advanced Services Group. -- |
| call center performance management: Customer Service Delivery Lawrence Fogli, 2006-02-02 Customer Service Delivery taps into business, marketing, and psychological research and practices to provide a wealth of knowledge about customer service. With contributions from some of the best-known industrial and organizational psychology experts in customer service, this book brings together in one comprehensive resource a review of the best practices in customer service delivery. Customer Service Delivery also provides a framework for customer service as a process and an outcome. The authors address a wide range of topics that are crucial to today’s competitive business environment: customer expectations, loyalty satisfaction, product versus service delivery, measurement, brand equity, regional and cultural differences, and organizational impact. Customer Service Delivery explores human resource staffing practices and service delivery by including proven selection strategies for hiring top quality service workers, an analysis of the personality correlates of service performance, and a comprehensive review of assessment instruments that predict customer service performance. In addition, this important resource contains strategies and tactics to improve and manage service delivery and offers illustrative case examples of how organizations have successfully improved and managed customer service. |
| call center performance management: Call Centers For Dummies Real Bergevin, Afshan Kinder, Winston Siegel, Bruce Simpson, 2010-04-16 Tips on making your call center a genuine profit center In North America, call centers are a $13 billion business, employing 4 million people. For managers in charge of a call center operation, this practical, user-friendly guide outlines how to improve results measurably, following its principles of revenue generation, efficiency, and customer satisfaction. In addition, this new edition addresses many industry changes, such as the new technology that's transforming today's call center and the location-neutral call center. It also helps readers determine whether it's cost-efficient to outsource operations and looks at the changing role and requirements of agents. The ultimate call center guide, now revised and updated The authors have helped over 60 companies improve the efficiency and effectiveness of their call center operations Offers comprehensive guidance for call centers of all sizes, from 20-person operations to multinational businesses With the latest edition of Call Centers For Dummies, managers will have an improved arsenal of techniques to boost their center's bottom line. |
| call center performance management: Essentials of Business Process Outsourcing Thomas N. Duening, Rick L. Click, 2005-04-15 This book will provide the fundamentals of business process outsourcing for the busy executive who needs to get up to speed. It will have such features as checklists, tips and techniques, and case studies. * Written in a user friendly style that allows senior level financial executives to get a solid foundation of what business process outsourcing is and how it can benefit their companies. * Provides managers with the tools to analyse the BPO opportunities for their own firms, as well as techniques and strategies for managing a BPO initiative. * Shows managers how a BPO strategy can save the company money and create jobs domestically. * Both authors are consultants and advisers to industry-leading companies and frequent speakers at business forums and conferences. |
| call center performance management: VoIP Performance Management and Optimization Adeel Ahmed, Habib Madani, Talal Siddiqui, 2010-07-29 VoIP Performance Management and Optimization A KPI-based approach to managing and optimizing VoIP networks IP Communications Adeel Ahmed, CCIE® No. 4574 Habib Madani Talal Siddiqui, CCIE No. 4280 VoIP Performance Management and Optimization is the first comprehensive, expert guide to managing, monitoring, troubleshooting, and optimizing large VoIP networks. Three leading Cisco VoIP experts bring together state-of-the-art techniques for ensuring that customer service level agreements (SLA) are consistently met or exceeded. The authors begin by reviewing how VoIP is deployed in enterprise and service provider networks and the performance tradeoffs and challenges associated with each leading VoIP deployment model. Next, they present a comprehensive approach to diagnosing problems in VoIP networks using key performance indicators (KPI) and proactively addressing issues before they impact service. In this book, you will find a proven tools-based strategy for gauging VoIP network health and maximizing performance and voice quality. You also will learn how to perform trend analysis and use the results for capacity planning and traffic engineering—thereby optimizing your networks for both the short- and long-term. The authors all work in the Cisco Advanced Services Group. Deploy, manage, monitor, and scale multivendor VoIP networks more effectively Integrate performance data from multiple VoIP network segments and service flows to effectively manage SLAs Use performance counters, call detail records, and call agent trace logs to gauge network health in real time Utilize dashboards to analyze and correlate VoIP metrics, analyze trends, and plan capacity Implement a layered approach to quickly isolate and troubleshoot both localized and systemic problems in VoIP networks Optimize performance in networks where the service provider owns the “last mile” connection Improve performance when VoIP is deployed over publicly shared infrastructure Manage performance in enterprise networks using both centralized and distributed call processing Plan media deployment for the best possible network performance Monitor trends, establish baselines, optimize existing resources, and identify emerging problems Understand and address common voice quality issues This IP communications book is part of the Cisco Press® Networking Technology Series. IP communications titles from Cisco Press help networking professionals understand voice and IP telephony technologies, plan and design converged networks, and implement network solutions for increased productivity. Category: Networking: Unified Communications Covers: Voice over IP Network Management |
| call center performance management: Call Centers For Dummies Real Bergevin, Afshan Kinder, Winston Siegel, Bruce Simpson, 2010-05-11 Tips on making your call center a genuine profit center In North America, call centers are a $13 billion business, employing 4 million people. For managers in charge of a call center operation, this practical, user-friendly guide outlines how to improve results measurably, following its principles of revenue generation, efficiency, and customer satisfaction. In addition, this new edition addresses many industry changes, such as the new technology that's transforming today's call center and the location-neutral call center. It also helps readers determine whether it's cost-efficient to outsource operations and looks at the changing role and requirements of agents. The ultimate call center guide, now revised and updated The authors have helped over 60 companies improve the efficiency and effectiveness of their call center operations Offers comprehensive guidance for call centers of all sizes, from 20-person operations to multinational businesses With the latest edition of Call Centers For Dummies, managers will have an improved arsenal of techniques to boost their center's bottom line. |
| call center performance management: Performance Management im Call Center: Wie lassen sich Effizienz und Servicequalität steigern? Marco Bucher, 2009-04-24 Inhaltsangabe:Einleitung: Guten Tag, was kann ich für Sie tun? Diese oder ähnliche Begrüßungsformeln hören Menschen, wenn sie in ein Call Center anrufen. Ob bei Bestellungen, bei der Nachfrage nach Informationen oder bei Reklamationen: in verschiedenen Alltagssituationen treten Kunden über das Call Center in Kontakt mit dem Unternehmen. Call Center sind Organisationseinheiten, in denen sich die Mitarbeiter (sog. Call Center-Agenten) hauptsächlich auf den telefonischen Kontakt mit Kunden, Interessenten und anderen Geschäftspartnern konzentrieren. Die Call Center gewinnen in der Wirtschaft immer mehr an Bedeutung und haben sich in den letzten Jahren zu einem festen Bestandteil betrieblicher Servicekonzepte entwickelt. Nebst der rasanten Entwicklung der Informations- und Kommunikationstechnologie sind hierfür vor allem ein verschärfter Wettbewerbsdruck und die gestiegenen Erwartungen der Kunden entscheidend. Globalisierung und Internationalisierung der Märkte führen dazu, dass immer neue Wettbewerber mit vergleichbaren Produkten und Dienstleistungen auf den Markt drängen. Darüber hinaus sind die Kunden heutzutage über Produkte und Dienstleistungen besser informiert. Dadurch, dass viele Produkte hinsichtlich technischer Ausstattung und Qualität immer ähnlicher und damit aus Kundensicht austauschbar werden, berücksichtigen die Kunden immer stärker, welchen Service ein Unternehmen bietet. Dies hat zur Folge, dass auch die Erwartungen an eine persönliche Betreuung und einen individuellen Service zunehmen. So sind auch die Ansprüche der Kunden an die Qualität der Call Center-Leistungen in den letzten Jahren kontinuierlich angestiegen. Trotz der hohen Erwartungen zeigt sich in der Realität jedoch häufig ein anderes Bild. So stellt aus Kundensicht die telefonische Erreichbarkeit mit akzeptablen Wartezeiten bereits ein zentrales Problem dar. Die Call Center-Agenten gelten bei vielen Kunden als unfreundlich, unmotiviert und inkompetent. Oftmals suchen die Kunden vergeblich nach einem kompetenten Ansprechpartner. Es stellt sich somit die Frage: Wie lassen sich Effizienz und Servicequalität im Call Center steigern? In dieser Arbeit wird erstens der Frage nachgegangen, inwieweit die vorherrschende Arbeitsorganisation in Call Centern als neue Form der Taylorisierung betrachtet werden kann. Weiterhin soll analysiert werden, wie weit sich mit der vorherrschenden Arbeitsorganisation die Erwartungen der Kunden erfüllen und die Ziele der Unternehmen erreichen [...] |
| call center performance management: Supply Chain Costing and Performance Management Gary Cokins, Terry Pohlen, Tom Klammer, 2021-05-25 A “how-to” guide for supply chain professionals who need accurate cost information for end-to-end processes With the increasing pace of globalization, supply chain professionals find that they have less and less margin for error in their decisions making. Competition is getting more intense, and, unfortunately, CFOs and accountants do not currently provide supply chain managers with the information required to make better decisions. Supply Chain Costing and Performance Management, 2nd Edition, will show you (and the executives you report to) how to understand and apply various enterprise and corporate performance management (EPM/CPM) methods related to costs and profit margins and performance measurements. This book is a “how-to” guide to assist supply chain managers and employee teams to obtain interenterprise cost information on supply chain processes. It provides techniques for obtaining accurate cost and performance information on the activities performed within your firm and on activities performed by trading partners. The techniques and approaches in this book were developed from supply chain costing practices implemented by leading-edge firms. You will learn how you can gain access to reasonably accurate costs and profit margins involved with suppliers, products, stock keeping units (SKUs), service-lines, channels, and customers. In addition, you will gain insight into the activity costs in end-to-end business processes, including the “drivers” for each type of cost. Learn how to access accurate cost and pricing information related to both your company and your trading partners Overcome siloed information by creating your own costing practices using proven methods drawn from leading firms Understand what drives activity costs for each step in end-to-end business processes Assess the performance of your costing activities with step-by-step measurement guidelines Make better decisions and improve performance and profitability with clearer, more transparent cost and price data The information in this book will empower supply chain managers with the ability to make better decisions and improve their organizations’ performance and profitability. |
| call center performance management: ISUW 2021 Reji Kumar Pillai, B. P. Singh, N. Murugesan, 2022-05-27 This book presents selected articles from INDIA SMART UTILTY WEEK (ISUW 2021), which is the seventh edition of the Conference cum Exhibition on Smart Grids and Smart Cities, organized by India Smart Grid Forum from 02-05 March 2021, in New Delhi, India. ISGF is a public private partnership initiative of the Ministry of Power, Govt. of India with the mandate of accelerating smart grid deployments across the country. This book gives current scenario updates of Indian power sector business. It also highlights various disruptive technologies for power sector business. |
| call center performance management: Exit, Voice, and Solidarity Virginia Doellgast, 2022 Work has become more insecure and unequal. Corporate restructuring strategies hold a good share of the blame, as managers seek to cut costs and shift risk through downsizing, outsourcing, and intensifying performance management. Under what conditions do companies take alternative approaches to restructuring, that balance market demands for profits with social demands for high quality jobs? In Exit, Voice, and Solidarity, Doellgast argues that labor unions can play a central role in encouraging high road practices. But they face steep challenges where they lack strong and inclusive social institutions, based on high minimum standards and worker rights to participate in management decisions. Based on detailed case studies in the US and European telecommunications industry, Doellgast shows that cross-national differences in these institutions led to significant differences in restructuring strategies, with implications for worker pay, security, and well-being. However, building and defending these strong social institutions required solidaristic organizing strategies, to push back against intensifying competition across workers and within the labor movement. Constraints on employer exit, support for collective worker voice, and strategies of inclusive labor solidarity together proved to be crucial sources of worker power within core firms and across increasingly fissured and outsourced workplaces. Findings from Denmark, Sweden, Austria, Germany, France, Italy, UK, US, Czech Republic, and Poland give both a wide-ranging and in depth look at why unions succeed or fail in fights to contest intensifying precarity at work and to propose more socially sustainable alternatives-- |
| call center performance management: Customer Relationship Management SCN Education, 2013-11-11 This HOTT Guide defines CRM from different points of view: sales, marketing, customer support and technology. By presenting white papers on the technology, business cases, reports sharing the major trends occurring in the CRM marketplace, interviews with experts in the CRM-field, and a special chapter dedicated to the implementation of CRM in callcenters, the reader will have the most complete file on CRM possible at his disposition. |
| call center performance management: Call Center Operation Duane Sharp, 2003-04-14 Complete coverage of the critical issues to set up, manage and efficiently maintain a call center. |
| call center performance management: Intelligent Optimization Techniques for Business Analytics Bansal, Sanjeev, Kumar, Nitendra, Agarwal, Priyanka, 2024-04-15 Today, the convergence of cutting-edge algorithms and actionable insights in business is paramount for success. Scholars and practitioners grapple with the dilemma of optimizing data to drive efficiency, innovation, and competitiveness. The formidable challenge of effectively harnessing the immense power of intelligent optimization techniques and business analytics only increases as the volume of data grows exponentially, and the complexities of navigating the intricate landscape of business analytics becomes more daunting. This pressing issue underscores the critical need for a comprehensive solution, and Intelligent Optimization Techniques for Business Analytics is poised to provide much-needed answers. This groundbreaking book offers an all-encompassing solution to the challenges that academic scholars encounter in the pursuit of mastering the interplay between learning algorithms and intelligent optimization techniques for business analytics. Through a wealth of diverse perspectives and expert case studies, it illuminates the path to effectively implementing these advanced systems in real-world business scenarios. It caters not only to the scholarly community but also to industry professionals and policymakers, equipping them with the necessary tools and insights to excel in the realm of data-driven decision-making. |
| call center performance management: Performance Management for Different Employee Groups Achim Krausert, 2009-08-27 Manage managers based on competencies and informal networks – Set task-based output goals for professional specialists – Control temporary workers at the agency level – Ensure that contractors are managed effectively as part of boundary-crossing networks. This book provides a framework of analysis to capture and explain differences in employment systems. Taking account of the wealth of research in the field, it provides a sound basis for developing function-specific performance management systems, integrating aspects such as incentivization, multi-source appraisal, and accountability. From macro to micro approaches of HRM, the contents will be of value to researchers on employment systems, strategic HRM, and occupational psychology and to practitioners of HRM and organizational development. Achim Krausert has been a consultant in the performance management group of Accenture, U.K. He obtained his D.B.A. from the University of Mannheim, Germany, and an M.Sc. and a B.Sc. from the London School of Economics. |
| call center performance management: HUD's Performance Management United States. Congress. Senate. Committee on Banking, Housing, and Urban Affairs. Subcommittee on Housing and Transportation, 2002 |
Guide to Contact Center Performance Management - Centrical
Contact center performance management involves the strategic supervision, guidance, and optimization of call center activities to ensure efficiency, productivity, and customer satisfaction.
11 Essential Call Center Metrics And KPIs – Forbes Advisor
Apr 17, 2024 · Here are 11 essential call center metrics and KPIs that can help you to better measure and improve the performance of your call center. Are your customers happy? Are …
12 Best Call Center Performance Management Software 2025
Jun 2, 2025 · In this guide, we highlight the 12 best call center performance management software platforms that go beyond tracking and actually empower contact center teams to …
What is Call Center Performance Management? [2025]
Jul 22, 2020 · Call center performance management includes evaluating agent performance during customer interactions and how they line up with business goals. The best way to …
Call & Contact Center Performance Management - Verizon
All of these challenges are also opportunities to optimize call center performance management, enhance the customer experience and increase revenue. For example, managers can …
11 smart tips for contact center performance management
Oct 22, 2021 · In this article, we’ll cover what contact center performance management is and provide 11 tips to manage contact center performance easily. We’ll then cover three major …
Call Center Management: Roles, Best Practices, KPIs + More
Let’s explore the complex but rewarding world of call center performance management. What is call center management? Call center management refers to the way businesses manage their …
Guide to Contact Center Performance Management - Centrical
Contact center performance management involves the strategic supervision, guidance, and optimization of call center activities to ensure efficiency, productivity, and customer satisfaction.
11 Essential Call Center Metrics And KPIs – Forbes Advisor
Apr 17, 2024 · Here are 11 essential call center metrics and KPIs that can help you to better measure and improve the performance of your call center. Are your customers happy? Are you …
12 Best Call Center Performance Management Software 2025
Jun 2, 2025 · In this guide, we highlight the 12 best call center performance management software platforms that go beyond tracking and actually empower contact center teams to excel. We’ll …
What is Call Center Performance Management? [2025]
Jul 22, 2020 · Call center performance management includes evaluating agent performance during customer interactions and how they line up with business goals. The best way to conduct …
Call & Contact Center Performance Management - Verizon
All of these challenges are also opportunities to optimize call center performance management, enhance the customer experience and increase revenue. For example, managers can leverage …
11 smart tips for contact center performance management
Oct 22, 2021 · In this article, we’ll cover what contact center performance management is and provide 11 tips to manage contact center performance easily. We’ll then cover three major …
Call Center Management: Roles, Best Practices, KPIs + More
Let’s explore the complex but rewarding world of call center performance management. What is call center management? Call center management refers to the way businesses manage their daily …
