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呼叫中心管理Callcenter Management

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||2006-04-14

呼叫中心管理Callcenter Management


呼叫中心管理Callcenter Management


Jon Anton, Jodie Monger (Contributor), Debra Perkins (Contributor) | null | 2006-04-14

< p class="style3" align="left">英文 
< p class="style3" align="left">图书名称： < p align="left">呼叫中心管Callcenter Management
作者： Jon Anton, Jodie Monger (Contributor), Debra Perkins (Contributor)
出版社： null
内容简介： This book does not cover the fundamentals of call center management; instead it focuses on proving the call center as a valuable component in business. For those that are looking to learn how to manage a call center, this book is not for you. Call center management deals with more than just understanding return on investments and customer lifetime values, it entails understanding the volatility of call centers, forecasting and staffing methodologies, call arrival patterns, as well as metrics used to measure performance. This book does briefly discuss metrics, however it suggests goals based on industry averages without explaining what industry they studied. Technical helpdesks are very different from customer service or even telemarketing, therefore to suggest goals without understanding the type of environment the readers are operating in can be misleading to the new or inexperienced managers. This book dwells too much on how to communicate successes and value to upper management without really telling you how to obtain the desired goals. A must have for call center managers! Reviewer: jmangiar@okidata.com from Mt. Laurel, NJ December 16, 1997 I assisted Dr. Anton in writing this book by contributing practical call center metrics and five years of experience in running a major call center for OKIDATA corporation. Dr. Anton also solicited inputs from other call center managers like myself. This is a crash course on how to manage a call center that gets right to the nuts and bolts issues.
版次： November 27, 1999

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