Running a successful call center operation is like running a business. The leader of the business must have skills in strategic planning, organizational design, financial management and decision-making, business process improvement, risk management, and more. In addition, there is much today's call center executive needs to know about staff planning and management, workplace design, and acquiring and making the most of call center tools and technologies.
Business School Essentials for Call Center Leaders is a book designed to provide managers and leaders with requisite knowledge and skills to be successful in today's evolving call center environment. It is a compilation of business school basics applied to the specialized world of call center operations. Topics include:
- The business of call centers
- Strategic planning
- Financial management
- Staff planning
- Human resource administration
- Site selection and workplace design
- Call center technologies
- Workforce management
- Reporting and communications
- Performance management
- Business process improvement
- Risk management
- Traits of call center leaders
Maggie Klenke is a Founding Partner of The Call Center School and is a widely recognized authority in the area of call center operations and management. As an active consultant and senior faculty member with The Call Center School, she instructs hundreds of call center professionals each year in the art of strategic planning, implementation of call center technologies, workforce planning, and operational excellence. She writes frequently for industry publications and is a popular speaker on a wide variety of call center operations and management topics.
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Descrizione libro The Call Center School Press, 2004. Paperback. Condizione libro: New. Codice libro della libreria P110974417912
Descrizione libro The Call Center School Press. PAPERBACK. Condizione libro: New. 0974417912 New Condition. Codice libro della libreria NEW6.0658091
Descrizione libro The Call Center School Press, 2004. Paperback. Condizione libro: New. Codice libro della libreria DADAX0974417912