[fe95d] #R.e.a.d* Gower Handbook of Call and Contact Centre Management - Natalie Calvert ^PDF@ Online

[fe95d] #Full^ @Download# Gower Handbook of Call and Contact Centre Management - Natalie Calvert ^ePub!

Call centres and contact centres form an important and rapidly growing part of today's business world. They present a range of management challenges, from strategic decisions about how to develop a customer strategy, business planning, through to detailed considerations of staffing levels and appropriate technology. This new handbook, the first of its kind, provides a

Title	:	Gower Handbook of Call and Contact Centre Management
Author	:	Natalie Calvert
Language	:	en
Rating	:	4.90 out of 5 stars
Type	:	PDF, ePub, Kindle
Uploaded	:	Apr 15, 2021
Book code	:	fe95d

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Apr 10, 2018 whether you want to reduce your abandoned calls, improve agent retention or anything in-between, this book is your north star.

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Jun 25, 2019 managing call centers today involves much more than scheduling agents to staff the phone lines.

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The gower handbook has been recently produced with help from the cca (link below). It includes sections on resource planning as well as all aspects of contact centre management and is well worth a look.

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This handbook is an indispensible guide and reference for call and contact centre managers, hr specialists and senior executives responsible for marketing, sales or customer services.

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This handbook is an indispensible guide and reference for call and contact centre managers, hr specialists and senior executives responsible for marketing, sales or customer services. The handbook is divided into six parts: i the business plan ii the people factor iii contact centre technology iv standards, processes, and outsourcing v building.

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Read gower handbook of call and contact centre management by available from rakuten kobo. Call centres and contact centres form an important and rapidly growing part of today's business world.

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Using case studies from a variety of businesses, this handbook examines the entire range of customer service activities, from policy formation to telephone.

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