Cases in Call Center Management: Great Ideas (Th)at Work by Richard Feinberg, Ko De Ruyter PDF

By Richard Feinberg, Ko De Ruyter

ISBN-10: 1423732723

ISBN-13: 9781423732723

ISBN-10: 1557533423

ISBN-13: 9781557533425

Written via specialists at the name middle undefined, instances in name middle administration brings to mild the strategic significance of name facilities in state-of-the-art company global. whereas huge agencies have specific name facilities, small organisations, no matter if they don't designate part of the association as a choice middle, as a result of altering attitudes towards customer support, in perform have name facilities. As interactions with shoppers flow clear of person-to-person to different interactive media ideas, the decision middle is rising from the shadows to develop into an essential strength for company advertising and verbal exchange. situations in name middle administration covers the gamut of issues via interpreting actual name facilities in motion and the way managements at these facilities have handled key name heart matters.

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Additional info for Cases in Call Center Management: Great Ideas (Th)at Work (Ichor Business Series)

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Lack of career development opportunities—structures tend to be fairly flat, so unless the call center is part of a much larger organization, or growing very fast, 20 Anonymous (2001) Call centre training videos, Industrial and Commercial Training, Vol. 33, No. 1, p. 5. M. (1999) A well-staffed PFS call centre can improve patient satisfaction, Healthcare Financial Management, Vol 53, No. 7, pp. 64-66. , Eagleson, G. and Waldersee, R. (2000) The sacrificial HR strategy in call centers, International Journal of Service Industry Management, Vol.

44, No. 1, pp. 40-61. 4 Tsuji, B. (2000) Has the internet killed the call center star? C@ll Center CRM Solutions, Vol. 38, No. 2, pp. 82-84. 5 Sargent, M. (2001) Customer service is the name of this game, Communication News, Vol. 38 No. 2, p. 54. 6 Richardson, R. N. (1996) The growth of telephone call centres in peripheral areas of Britain: Evidence from Tyne and Wear, Area, Vol. 28, No. 3, pp. 308-317. , Richardson, R. and Webster, J. (2002) Women, social skill and interactive service work in telephone call centres, New Technology, Work and Employment, Vol.

2002) Women, social skill and interactive service work in telephone call centres, New Technology, Work and Employment, Vol. 17, No. 1, pp. 2034. Section 2 Human resource management in call centers 45 The age range varies across call centers with some call centers seeming to prefer younger workers because they believe that they can mold their attitudes to work if they have not already picked up bad habits from other work environments (see chapter 22), while other call centers can see the benefits of more mature workers.

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Cases in Call Center Management: Great Ideas (Th)at Work (Ichor Business Series) by Richard Feinberg, Ko De Ruyter

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