OUT OF STOCK 

This sophisticated book was written for the professional call centre manager. Beginning with guidance and advice on how to establish service level and response time objectives, authors Cleveland and Mayben move on to the details and mathematics of forecasting, staffing, scheduling, and budgeting. Complete with sample call centre performance management reports, calculations, graphs, and workflow diagrams, Call centre Management on Fast Forward nevertheless gives equal time to good human resource management practices.

If there is any type of performance problem your call centre is experiencing today, we'll bet that Cleveland and Mayben have spelled out a suggested course of action in Call centre Management on Fast Forward. Their advice is certain to make you - and your call centre - look terrific.

Table of Contents

1.  Familiar Challenges, New Opportunities
2.  Three Driving Forces in Incoming Call centres
3.  Service Level, The Core Value
4.  Acquiring Necessary Data
5.  Forecasting Call Load
6.  Determining Base Staff and Trunks Required
7.  Scheduling Efficiently and Sufficiently
8.  How Incoming Call centres Behave
9.  Conveying Call centre Activity to Senior Management
10. Managing Service Level in Real Time
11. Service Level With Quality
12. Assessing Performance in a New Era
13. New Technologies, New Possibilities
14. Characteristics of the Best Managed Call centres

Appendix: Sample Job Description for Incoming Call centre Managers

Customer Reviews

"A must for call centre managers...a thorough and practical guide to successful management in today's dynamic call centre environment..."
Steve Pollack, U.S. Customer Support centre Manager, Hewlett-Packard Company

"The winners in this book are our customers who will receive improved service through better informed call centre professionals."
Tony Murphy, Chairman, Call Centre Management Association, United Kingdom

"You will never again be stumped for an answer or business case by your finance or technology folks."
Mary Murcott, Vice President, Call centre Management, American Express Business Travel

For further information or to place an order, please contact Sam Weller on 0207 921 8544 sweller@cmpi.biz

This book offers an excellent and all-round introduction to call centre management, giving practical guidance to the reader in a logical format, with subjects from project management through to managing service levels. Every call centre should have this book on its shelves.







Contents:

• recruitment
• skill development
• performance management

• call forecasting
• agent scheduling
• exchange lines
• MIS reports

• ACDs
• diallers
• computer telephony integration
• voice processing
• workforce management
• multi-media
• scripting

• siting
• tenders
• outsourcing
• design
• ACD configurations

• risk assessment
• disaster recovery
• health & safety
• cost per call
• teleworking
• benchmarking

NORTEL
The Nortel Meridian Call Centre - a background Nortel in Europe, the Middle East, CIS and Africa Paperback book, A5 size with 192 pages  £19.90 incl P&P

 

 

 

For further information or to place an order, please contact Sam Weller on 0207 921 8544 sweller@cmpi.biz

 

 

The Human Face of Call Centre Management                                   £29.90
Kevin Hook 

Explores all aspects of people management in the call centre from recruitment through to motivation - this is the book that call centre managers have been waiting for!

With in depth coverage of all the human aspects of call centre management, the author takes the reader through selection and training, performance measurement and the daily battle to win the war of motivation.

“ ... there is a genuine need for some advanced guides for managers who are concerned about people issues in call centres. Much of what is out there focuses on technology. My hope is that this book will redress some of the balance,” stated Kevin Hook.

Kevin Hook is a qualified psychologist and renowned consultant specialising in call centre people issues. His book is a long awaited lifesaver for every manager involved in recruiting and managing call centre staff.

After reading this book readers will be able to recognise the competencies required in their call centre and how to identify those qualities in applicants. They will discover how to bring those competencies into training and ongoing coaching, ensuring consistency with recruitment and performance management. They will also be able to develop the key performance indicators necessary to improve effectiveness in the call centre. They will gain an understanding of what to measure and how to measure, cutting through the myriad of information overload produced by the ACD.

And most importantly, Kevin shares all the theories and practicalities of motivating agents, a battle which has to be fought and won, day after day.

Contents include essential reading on:

• Recruitment and Selection
• Training and Skills Development
• Motivation in the Call Centre
• Measurements
• Call Centre Culture

Published by CALLcraft.1998. Price £29.90 including package and posting.
A5 paperback, 208 pages

 

 

 

For further information or to place an order, please contact Sam Weller on 0207 921 8544 sweller@cmpi.biz

 

Call Centre Outsourcing - the guide
Mike Havard and David Reed 

At last, a practical, informative and user-friendly guide which highlights the major issues and hurdles to be tackled when embarking upon a call centre outsourcing project. Detailed advice and easy-to-follow steps are discussed and explained to demystify the outsourcing process. The guide also tackles the more prevalent issues and options available for those who don't have the luxury of setting up the deal from scratch, but have inherited an existing relationship that they feel could be fine-tuned to provide an improved performance or the required return on investment.

Both current thinking and practices have been balanced with the evolving needs and demands on the call centre as it migrates towards the multi-channel communication centre of the future. An independent, balanced approach is taken throughout the book, which is endorsed by the Call Centre Association

Key Areas Covered

The entire outsourcing process is detailed, from developing a sound business case for outsourcing, to contract negotiating through to managing the ongoing relationship. The most complex issues are covered with the appropriate weighting, while fringe areas have been outlined suitably with clear signposts on where to go for further information. Key chapters include:

• Principles of outsourcing
• Strategic options available
• The business case for outsourcing
• Evaluating outsourced service providers
• Effective tendering
• Liabilities and TUPE (Transfer of Undertakings)
• The legal framework
• Contracts and service level agreements
• Relationships with suppliers
• Dealing with the problems
• Further contacts and reference sources

Who Should Read It?The well-written and easy to 'dip in and out' style makes this guide invaluable to the professional in the call centre and outsourcing arena. Both senior and middle managers considering the possible benefits of outsourcing as well as those tasked with reviewing and implementing such a strategy are equally catered for.

Published by CALLcraft, A5 141 pages £22.90 incl P&P
ISBN 0 9529239-3-9

 

 

 

For further information or to place an order, please contact Sam Weller on 0207 921 8544 sweller@cmpi.biz