CallCenter management by the numbers - download pdf or read online

By Jon Anton, Jodie Monger, Debra Sue Perkins

ISBN-10: 1557531129

ISBN-13: 9781557531124

Designed to supply new expert callcenter managers with a strategy for dealing with their callcenter in an simply understood, step-by-step demeanour. Softcover.

Show description

Read Online or Download CallCenter management by the numbers PDF

Best management books

Download e-book for iPad: Handbook of Equity Style Management by Coggin T.D. (ed.), Fabozzi F.J. (ed.)

An absolutely up to date advisor to fairness kind managementPioneered via Nobel laureate William Sharpe, fairness sort administration is derived from a correlation research of varied fairness variety different types, resembling worth, progress, small cap, huge cap and international shares. within the 3rd variation of The instruction manual of fairness type administration, twenty members from and academia support readers comprehend quite a few fairness sort administration concerns, together with fairness type indices, assorted methods to fairness variety size, international inventory making an investment, tactical kind administration, behavioral facets of fairness type, and fairness type benchmarks for supervisor choice and function attribution.

Get Das Management radikaler Innovationen: Eine strategische PDF

Unter veränderten Wettbewerbsbedingungen gilt die Fähigkeit, traditionelle Wettbewerbsstrukturen aufzubrechen und Branchenspielregeln zu verändern, als Erfolgsgrundlage eines strategischen Managements. Die Generierung von Wettbewerbsvorteilen durch radikale Innovationen erweist sich daher als eine der zentralen Aufgaben eines proaktiven Innovationsmanagements.

Download e-book for kindle: Data Management in Pervasive Systems by Francesco Colace, Massimo De Santo, Vincenzo Moscato,

This booklet contributes to illustrating the methodological and technological problems with facts administration in Pervasive structures through the use of the DataBenc undertaking because the operating case examine for quite a few examine contributions: sensor information administration, user-originated information operation and reasoning, multimedia facts administration, facts analytics and reasoning for occasion detection and selection making, context modelling and regulate, automated info and repair tailoring for customization and suggestion.

Download e-book for kindle: Management Information and Optoelectronic Engineering: by Yongsheng Gao

This publication, administration details and Optoelectronic Engineering, is a set of papers offered on the 2015 overseas convention on administration, info and communique which was once hung on October 24 25, 2015 in Xia males, China. The ebook offers cutting-edge study effects and improvement actions in Optics and Electronics Engineering, administration, details and verbal exchange and may gain researchers and practitioners within the box.

Extra info for CallCenter management by the numbers

Sample text

Longer wrap-up times on average suggest there are either training, process, or technology issues. 8. If there have been new TSRs added, then longer wrap-up times due to unfamiliarity could be expected. 9. If the longer times can be traced to certain TSRs, then re-training is needed. 10. If new layers of bureaucratic data capture have recently been added, then consider whether the additional information is worth the expense. 11. If the issue does not seem to be training or process oriented, then it may mean the technology is due for an upgrade or expansion.

Maximizing the existing technological environment 5. Working within the human resource capability profile, and 6. Optimizing operational strategy and process efficiency The following are several questions that should be asked of any callcenter management approach: 1. Is the approach effective for managing the integration of multiple technologies? 2. Is the approach effective for analyzing customer behavior to maximize value? 3. Is the approach effective for providing management with the information to make effective decisions?

It should be run daily and investigated weekly and monthly. You can design an AHT report formatted by employee, by team, and by callcenter. A trend line graph will be generated. Suggested Goal for Metric The average handle time goal would depend on callcenter type. , averages are between 10 and 15 minutes. 5 minutes. We suggest targeting this metric between 3 and 10 minutes ± 15%. A hoped-for trend here is flat to decreasing. It is probably best if you can develop a range based on call types and shifts.

Download PDF sample

CallCenter management by the numbers by Jon Anton, Jodie Monger, Debra Sue Perkins

by William

Rated 4.75 of 5 – based on 9 votes