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| call center queue 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 queue management: CallCenter Management by the Numbers Jon Anton, Jodie Monger, Debra Sue Perkins, 1997 Annotation With the emergence of the callcenter as a mission-critical part of the corporate customer service strategy, management of the callcenter has moved from a reactive fire-fighting style to a more proactive tactical style of professional management. Measurements drive behavior, and you get what you measure and reward. The primary purpose of this book is to provide new professional callcenter managers with a methodology for managing their callcenter by the numbers. |
| call center queue management: Call Center Staffing Penny Reynolds, 2003 |
| call center queue management: A Practical Guide to Call Center Technology Andrew Waite, 2002-01-02 Get the most out of ACDs (automatic call distributors) and other complex systems in order to boost customer satisfaction and increase sales Includes three ready to use RFPs (request for proposals) for buying an ACD, computer telephony system, or recording |
| call center queue management: The Call Center Dictionary Madeline Bodin, 2002-01-03 Call centres have become the crucial front line for managing customer relationships. This book covers a range of call center terminology. It explains relevant terms, and provides the call center manager with a quick reference that covers the technology and operational issues that come up in running and improving a call center. |
| call center queue 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 queue management: Tools and Tactics for Operations Managers (Collection) Randal Wilson, Arthur V. Hill, Hillel Glazer, 2013-03-02 A brand new collection of state-of-the-art operations management tools and tactics… 3 authoritative books, now in a convenient e-format, at a great price! 3 authoritative eBooks bring together today’s most valuable new operations management techniques and solutions! Apply today’s most innovative operations management techniques to improve performance and value in any organization -- even the most complex or constrained! In High Performance Operations, Hillel Glazer shows how to optimize business performance and profitability while maintaining strong governance and compliance. Glazer demonstrates how to integrate lean and systems thinking, and systematically incorporating compliance into planning for overall performance, value, and profitability, rather than viewing it as an end in itself. Learn how to clarify competing interests and implement pre-conditions for success; use systems thinking to promote operational excellence; eliminate single points of failure; establish proof-of-performance; scale your successes, and get more of what went right! The Encyclopedia of Operations Management is the perfect single-volume field manual for every OM or supply chain professional. Nearly 1,500 well-organized, up-to-date definitions cover every facet of supply chain design, planning, management, and optimization. For the first time, this remarkable reference brings together up-to-the-minute information about topics ranging from accounting and customer service to transportation and warehousing. Next, in The Operations Manager's Toolbox , Randal Wilson helps you use proven project management (PM) tools and techniques to supercharge efficiency, free up resources, eliminate unnecessary meetings, and get more done faster. Wilson shows how to apply PM to complete crucial smaller tasks that can deliver rapid and sizable improvements. You’ll learn how to plan, implement, and measure the success of high-impact changes, and organize key tasks so they actually get done. Discover specific techniques for eliminating waste in engineering, manufacturing, distribution, and inventory. Next, learn how to use PM to manage teams, schedules, budgets, and resources more effectively, and systematically predict and mitigate operational risks. Whatever your role in operations management, this unique eBook collection will help you perform far more effectively – in your organization, and in your career! From world-renowned operations management experts Hillel Glazer, Arthur V. Hill, and Randal Wilson |
| call center queue management: The Complete Guide to Customer Support Joe Fleischer, 2002-01-04 Today's support operations face greater responsibilities than the help desks of the 1990s. That's because customers expect 24x7 assistance on whatever channel they choose - no matter what type of products and/or services they buy. The Complete Guide t |
| call center queue management: FCC Record United States. Federal Communications Commission, 2015 |
| call center queue management: Information Systems Project Management David Avison, Gholamreza Torkzadeh, 2009 Includes appications of both information technology and production-operations management with a focus on information systems to demonstrate the real environment that exists for IS projects. |
| call center queue management: The Call Center Handbook Keith Dawson, 2007-03-30 This book is for people who work in a call center and common traits the call center location must offer. It contains practical observations about how to use particular technologies, and ideas about how to run the call center, which has become its own corporate discipline. |
| call center queue 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 queue management: Systems Modeling and Simulation: Theory and Applications Doo-Kwon Baik, 2005-02-07 This book constitutes the refereed post-proceedings of the third Asian Simulation Conference, AsiaSim 2004, held in Jeju Island, Korea in October 2004. The 78 revised full papers presented together with 2 invited keynote papers were carefully reviewed and selected from 178 submissions; after the conference, the papers went through another round of revision. The papers are organized in topical sections on modeling and simulation methodology, manufacturing, aerospace simulation, military simulation, medical simulation, general applications, network simulation and modeling, e-business simulation, numerical simulation, traffic simulation, transportation, virtual reality, engineering applications, and DEVS modeling and simulation. |
| call center queue management: Performance Analysis and Optimization of Inbound Call Centers Raik Stolletz, 2012-12-06 The material presented in this book is a result of my work in the field of call center management during the period 1999-2002. The focus is on the perfor mance analysis and optimization of inbound call centers. Since call arrivals and call-handling times are often random in inbound call centers, this thesis concentrates on the performance analysis and optimization using queueing models. This book describes mathematical methods and algorithms to relate the number of agents and telephone trunks of a given call center configuration to technical as well as economic performance measures. This book has been accepted as a PhD thesis in Business Administration at the Technical University of Clausthal, Germany. I am indebted to many people for their support during the process of writing this thesis. First of all, I would like to thank my advisor, Prof. Dr. Stefan Helber, for motivating my research to call center related problems. He gently pushed me in fruitful directions and encouraged me to strike a balance between mathematical results and economic implications. Many other helpful suggestions came from him, and his constructive comments on draft versions of this book are invaluable. I am thankful to him and to Prof. Dr. Rolf Schwinn for refereeing this thesis. |
| call center queue management: Encyclopedia of Operations Research and Management Science Saul I. Gass, Carl M. Harris, 2001 Audience: Anyone concerned with the science, techniques and ideas of how decisions are made.--BOOK JACKET. |
| call center queue management: Research Handbook on Services Management Davis, Mark M., 2022-08-05 This comprehensive Research Handbook reflects the latest research breakthroughs and practices in services management. Addressing services management from a broader strategic perspective, it delves into the key issues of analytics and service robots, and their potential impact. Edited by the late Mark M. Davis, it represents an early foray into the new frontier of services management and provides insights into the future of the field. |
| call center queue management: Customer service : human capital management at selected public and private call centers : report to the Chairman, Subcommittee on Oversight, Committee on Ways and Means, House of Representatives , |
| call center queue management: Practical Contact Center Collaboration Ken Burnett, 2011-05-10 |
| call center queue management: Alfresco One 5.x Developer's Guide Benjamin Chevallereau, Jeff Potts, 2017-02-27 Discover what it means to be an expert developer by exploring the latest features available to you in Alfresco One 5.x About This Book Create reliable and secure enterprise apps with the latest Alfresco One 5.x platform Explore all the latest Alfresco One 5.x APIs such as the CMIS API, Alfresco One API, and the integrated RESTful API to get more out of your enterprise apps Unleash the power of the latest JavaScript engine and the JavaScript API for Alfresco to customize your existing apps for the Alfresco 5 platform Who This Book Is For If you're an enterprise app developer who wants to create custom applications with Alfresco, then this book is for you. Previous knowledge with Alfresco would be helpful but is not necessary. What You Will Learn Create and manage a custom content model Configure the Alfresco Share user interface Build a new AngularJS 2.0 application Create business process definitions using Activiti Designer Discover the most common extensions provided by Alfresco Configure Alfresco to authenticate against LDAP, including & chaining LDAP with Alfresco authentication Get familiar with the latest features of Alfresco Mobile SDK, Smart Search, and the new Angular framework In Detail Do you want to create more reliable and secure solutions for enterprise apps? Alfresco One 5.x is your gateway to developing the best industry-standard enterprise apps and this book will help you to become a pro with Alfresco One 5.x development. This book will help you create a complete fully featured app for your organization and while you create that perfect app, you will explore and implement the new and intriguing features of Alfresco. The book starts with an introduction to the Alfresco platform and you'll see how to configure and customize it. You will learn how to work with the content in a content management system and how you can extend it to your own use case. Next, you will find out how to work with Alfresco Share, an all-purpose user interface for general document management, and customize it. Moving on, you write web scripts that create, read, and delete data in the back-end repository. Further on from that, you'll work with a set of tools that Alfresco provides; to generate a basic AnglularJS application supporting use cases, to name a few authentication, document list, document view. Finally, you'll learn how to develop your own Alfresco Mobile app and understand how Smart Folders and Search manager work. By the end of the book, you'll know how to configure Alfresco to authenticate against LDAP, be able to set up Single Sign-On (SSO), and work with Alfresco's security services. Style and approach This book takes a step-by-step practical tutorial-style approach helping you create a complete enterprise app using Alfresco. |
| call center queue management: Alfresco Developer Guide Jeff Potts, 2008-10-31 Customizing Alfresco with actions, web scripts, web forms, workflows, and more |
| call center queue management: Service Systems Engineering and Management A. Ravi Ravindran, Paul M. Griffin, Vittaldas V. Prabhu, 2018-04-18 Recipient of the 2019 IISE Institute of Industrial and Systems Engineers Joint Publishers Book-of-the-Year Award This is a comprehensive textbook on service systems engineering and management. It emphasizes the use of engineering principles to the design and operation of service enterprises. Service systems engineering relies on mathematical models and methods to solve problems in the service industries. This textbook covers state-of-the-art concepts, models and solution methods important in the design, control, operations and management of service enterprises. Service Systems Engineering and Management begins with a basic overview of service industries and their importance in today’s economy. Special challenges in managing services, namely, perishability, intangibility, proximity and simultaneity are discussed. Quality of service metrics and methods for measuring them are then discussed. Evaluating the design and operation of service systems frequently involves the conflicting criteria of cost and customer service. This textbook presents two approaches to evaluate the performance of service systems – Multiple Criteria Decision Making and Data Envelopment Analysis. The textbook then discusses several topics in service systems engineering and management – supply chain optimization, warehousing and distribution, modern portfolio theory, revenue management, retail engineering, health systems engineering and financial services. Features: Stresses quantitative models and methods in service systems engineering and management Includes chapters on design and evaluation of service systems, supply chain engineering, warehousing and distribution, financial engineering, healthcare systems, retail engineering and revenue management Bridges theory and practice Contains end-of-chapter problems, case studies, illustrative examples, and real-world applications Service Systems Engineering and Management is primarily addressed to those who are interested in learning how to apply operations research models and methods for managing service enterprises. This textbook is well suited for industrial engineering students interested in service systems applications and MBA students in elective courses in operations management, logistics and supply chain management that emphasize quantitative analysis. |
| call center queue management: Cases in Call Center Management Richard Feinberg, Ko de Ruyter, Lynne Bennington, 2005 Written by authorities on the call center industry, this book brings to light the strategic importance of call centers in today's business world. As interactions with customers move away from person-to-person the call center is becoming a vital force for corporate marketing and communication. |
| call center queue management: Advice from a Call Center Geek Thomas Laird, 2018-08-21 Advice from a Call Center Geek: Rethinking Call Center Operations is a field manual for the 21st century contact center. Practical, poignant, and funny, Tom dishes out amazing real-world advice that has made his organization successful. From culture to education to incentives, Tom addresses the key areas to make your contact center world-class!Paul HerdmanHead of Customer ExperienceNICE inContactAdvice From a Call Center Geek takes a look at a new way of running today's high end contact center. Tom Laird, the CEO of award winning Expivia Interaction Marketing, 600 seat BPO call center guides you through the process of developing a world class operation.This book will take you through the process of evaluating and changing your call center's culture, how to look beyond a resume to hire the right associates and show you how to educate for quality while maintaining high level management. Advice from a Call Center Geek will make you rethink how the call center manager of today should be looking at running their call center. |
| call center queue management: Advances in Services Innovations Dieter Spath, Klaus-Peter Fähnrich, 2006-12-02 The book documents the state-of-the-art in Services Science. It combines contributions in Service Engineering, Service Management and Service Marketing and helps to develop a roadmap for future R and D activities in these fields. The book is written for researchers in engineering and management. |
| call center queue 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 queue management: The Handbook of Behavioral Operations Karen Donohue, Elena Katok, Stephen Leider, 2018-11-06 A comprehensive review of behavioral operations management that puts the focus on new and trending research in the field The Handbook of Behavioral Operations offers a comprehensive resource that fills the gap in the behavioral operations management literature. This vital text highlights best practices in behavioral operations research and identifies the most current research directions and their applications. A volume in the Wiley Series in Operations Research and Management Science, this book contains contributions from an international panel of scholars from a wide variety of backgrounds who are conducting behavioral research. The handbook provides succinct tutorials on common methods used to conduct behavioral research, serves as a resource for current topics in behavioral operations research, and as a guide to the use of new research methods. The authors review the fundamental theories and offer frameworks from a psychological, systems dynamics, and behavioral economic standpoint. They provide a crucial grounding for behavioral operations as well as an entry point for new areas of behavioral research. The handbook also presents a variety of behavioral operations applications that focus on specific areas of study and includes a survey of current and future research needs. This important resource: Contains a summary of the methodological foundations and in-depth treatment of research best practices in behavioral research. Provides a comprehensive review of the research conducted over the past two decades in behavioral operations, including such classic topics as inventory management, supply chain contracting, forecasting, and competitive sourcing. Covers a wide-range of current topics and applications including supply chain risk, responsible and sustainable supply chain, health care operations, culture and trust. Connects existing bodies of behavioral operations literature with related fields, including psychology and economics. Provides a vision for future behavioral research in operations. Written for academicians within the operations management community as well as for behavioral researchers, The Handbook of Behavioral Operations offers a comprehensive resource for the study of how individuals make decisions in an operational context with contributions from experts in the field. |
| call center queue management: Operations Research and Management Science Handbook A. Ravi Ravindran, 2016-04-19 Operations Research (OR) began as an interdisciplinary activity to solve complex military problems during World War II. Utilizing principles from mathematics, engineering, business, computer science, economics, and statistics, OR has developed into a full fledged academic discipline with practical application in business, industry, government and m |
| call center queue management: Creating Value in Financial Services Edward L. Melnick, 2000 In identifying the problem of the upheaval in financial services, the editors have given the reader a great deal to contemplate. They make clear that deregulation is accelerating the blurring of boundaries between insurance, commercial banking, investment banking and brokerage. At the same time, the worldwide demographics for the financial services industry have never been better. This convergence of competitive change and increasing opportunity make a book like this especially timely - one that carefully analyzes the need for specialized financial services, and the importance of these services to be delivered efficiently with moderate cost. It is increasingly apparent that critical for success in the financial services industry is an innovative, flexible management team who can recognize and act on these fast-moving developments. |
| call center queue management: Official Gazette of the United States Patent and Trademark Office , 2002 |
| call center queue management: The Network Manager's Handbook John Lusa, 2018-05-04 This essential handbook for the data communications/network manager and planner covers a variety of data communication and IS topics. The Network Manager's Handbook addresses technical issues associated with local and wide area networking, purchasing communications services, supporting the network's users, understanding the telecommunications regulatory environment, personnel issues, and more. |
| call center queue 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 queue management: Call Center Operation Duane Sharp, 2003-05-14 Every customer-facing corporation has at least one call center. In the United States, call centers handle a billion calls per year. Call Center Operation gives you complete coverage of the critical issues involved in the design, implementation, organization, and management of a customer call center. Sharp provides information on advanced technology tools for workforce management, workshop examples for training call center staff, and an analysis of the significance of the call center to overall corporate customer relationship strategies. A special feature of the book is its focus on call center case studies, describing a number of successful call center strategies and best practices, selected from various business sectors - financial, retail, healthcare, travel, technology, and others. These case studies provide useful guidelines based on successful corporate call centers that will guide you in establishing and maintaining the most effective call center operation for your enterprise.·Presents key concepts and techniques, including a formal development process, in a real-world context·Provides extensive management guidelines·Stresses the importance of staff selection and training |
| call center queue management: Manufacturing & Service Operations Management , 2003 |
| call center queue management: Retrial Queues G Falin, James G C Templeton, 1997-04-01 Based on the careful analysis of several hundred publications, this book uniformly describes basic methods of analysis and critical results of the theory of retrial queues. Chapters discuss: analysis of single-server retrial queues, including stationary and transient distribution of the number in the system, busy period, waiting time process, limit theorems, stochastic inequalities, traffic measurement multiserver retrial queues - ergodicity, explicit formulas, algorithmic solutions, limit theorems, approximations advanced single-server and multiserver retrial queues - models with priority subscribers, non-ersistent subscribers, finite source queues Lecturers, researchers, and students in probability, statistics, operations research, telecommunications, and computer systems modeling analysis will find Retrial Queues to be an invaluable resource. |
| call center queue management: Business Telecom Systems Kerstin Peterson, 2000-01-08 For anyone involved in buying and managing telephone systems, this book brings clarity to the confusing array of products and services (like voicemail, interactive voice response, fax-on-demand, T-1, DSL, etc.). The author explains how each technology works, and what its practical applications are, so readers can choose the best systems and service |
| call center queue management: Resource Management in Satellite Networks Giovanni Giambene, 2007-04-20 This book provides significant knowledge on innovative radio resource management schemes for satellite communication systems that exploit lower layer adaptivity and the knowledge of layer 3 IP QoS support and transport layer behavior. The book integrates competencies considering all the parts of system design: propagation aspects, radio resource management, access protocols, network protocols, transport layer protocols, and more, to cover both broadband and mobile satellite systems. |
| call center queue management: Salesforce.com Secrets of Success David Taber, 2013 New Tools and Best Practices for Driving More Sales and Profits with Salesforce.com From Chatter to the Service Cloud, Salesforce.com now offers unprecedented opportunities to supercharge business performance. But most SFDC customers won't achieve that potential. Salesforce.com(R) Secrets of Success, Second Edition, is the one guide that will help you transform these opportunities into profit. Drawing on his personal experience with more than a hundred deployments, David Taber guides you through every aspect of Salesforce.com planning, implementation, and management. Building on a first edition that earned rave reviews, Taber focuses on the most valuable innovations in Salesforce.com's most recent releases. Reflecting all that's been learned about making Salesforce.com work, Taber offers results-focused best practices for sales, marketing, customer service, finance, legal, IT, and beyond. You'll find indispensable new insights into accelerating user adoption, achieving stronger operational results, and overcoming today's key obstacles to maximizing the value of Salesforce.com. New coverage in this revised edition includes Using the Service Cloud to cut costs, accelerate time to revenue, improve agility, and maximize customer lifetime value Leveraging tablets and smartphones to build your CRM strategy Identifying prospects and delighting customers through Salesforce.com's Social CRM capabilities Promoting more effective internal and external collaboration with Chatter Identifying best practices for going all Cloud--and managing the attendant risks Establishing realistic hard and soft metrics for everything from productivity and profitability to social CRM performance Discovering today's most valuable third-party AppExchange products Together with its companion website (SFDC-secrets.com), this new edition offers updated questionnaires, worksheets, templates, checklists, and other resources for every executive, team member, developer, and stakeholder. |
| call center queue management: Network World , 1992-09-21 For more than 20 years, Network World has been the premier provider of information, intelligence and insight for network and IT executives responsible for the digital nervous systems of large organizations. Readers are responsible for designing, implementing and managing the voice, data and video systems their companies use to support everything from business critical applications to employee collaboration and electronic commerce. |
| call center queue management: Analysis of Communication Networks: Call Centres, Traffic and Performance David R. McDonald, Stephen Robert Edward Turner, 2000 This volume consists of the proceedings of the Workshop on Analysis and Simulation of Communication Networks held at The Fields Institute (Toronto). The workshop was divided into two main themes, entitled Stability and Load Balancing of a Network of Call Centres and Traffic and Performance. The call centre industry is large and fast-growing. In order to provide top-notch customer service, it needs good mathematical models. The first part of the volume focuses on probabilistic issues involved in optimizing the performance of a call centre. While this was the motivating application, many of the papers are also applicable to more general distributed queueing networks. The second part of the volume discusses the characterization of traffic streams and how to estimate their impact on the performance of a queueing system. The performance of queues under worst-case traffic flows or flows with long bursts is treated. These studies are motivated by questions about buffer dimensioning and call admission control in ATM or IP networks. This volume will serve researchers as a comprehensive, state-of-the-art reference source on developments in this rapidly expanding field. |
| call center queue management: Mobius , 1991 |
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