Call Center Management on Fast Forward: Succeeding in Today's Dynamic Inbound Environment

Features

• Cover Type: Paperback with 280 pages
• Published by: Call Center Press 1999
• Written in: English
• ISBN 10 Number: 0965909301
• ISBN 13 Number: 978-0965909303
• Book Dimensions: 9 x 6 x 0.8 inches
• Weighs: 1.2 pounds

Reader Reviews
I am writing this review from the perspective of an IT consultant who sets up processes and procedures for service delivery. A call center and an IT help desk are two very different animals. This book is written for call center managers, yet should be required reading for IT help desk managers and staff. As someone who has set up IT help desks and has also provided application support to call centers I often wondered why typical call centers were so well managed and IT help desks, for the most part, are not. This book goes a long way towards explaining the dichotomy by showing how call center professionals approach service. It contains a wealth of information that should be carefully read by IT help desk professionals who want to implement a world-class operation. The planning and management framework section of this book starts on the right note: service levels. This is followed by clear explanations of quantitative factors such as call load forecasting, staffing and service level metrics. Some things that set this book apart are the sections on quality and productivity, and new technologies. The authors go well beyond how to effectively manage call centers by discussing how to integrate new technologies and exploit technology to provide the best possible service. I also liked the section on characteristics of best managed call centers - the information provides an effective roadmap to excellence and benchmarking tool. Although I am not familiar with the entire body of technical literature on call center management I have to believe that this is one of the most complete books on the subject. I am familiar with the body of literature on IT help desks and can attest that this book needs to be included in the libraries and required reading lists of all IT help desk professionals. Comment | | (Report this)