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MessagePosté le: Jeu 6 Juil - 18:11 (2017)    Sujet du message: Gower Handbook Of Call And Contact Centre Management Nata Répondre en citant


Gower Handbook of Call and Contact Centre Management
by Natalie Calvert
rating: 5.0 (1 reviews)


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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 unique insight giving expert opinions on how to get the most out of your contact centre operations. Natalie Calvert, a specialist in the field, has brought together a team of 35 experienced practitioners who provide invaluable knowledge, share their experiences and draw on real-life examples to suggest practical solutions on a wide range of topics. 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 profitable customer relationships VI The future.


Details:
rank:
price:
bound: 368 pages
publisher: Routledge; 1 edition (March 8, 2017)
lang: English
asin:
isbn: 1138251283, 978-1138251281,
weight: 1.5 pounds
filesize:



Gower Handbook of Call and Contact Centre Management Natalie Calvert


Tags: fb2 online find book сhapter, book 2shared, free mobile, kickass book download, bookstore access selling online ebay, pc read value kickass francais, book pc free, free fb2, purchase book text windows mobile, free online iphone, link without registering selling online ebook, book 4Shared, thepiratebay torrent download, book ZippyShare, book without pay



It is inspirational and motivational, making the connection between satisfied, fulfilled staff and satisfied customers yet the advice is down to earth and practical ranging from topics such as operator desk arrangements to coaching the reader through the finer points of budget setting and management and statistical analysis of customer feedbackThis new handbook, the first of its kind, provides a unique insight giving expert opinions on how to get the most out of your contact centre operations.Be the first21274 bookprintbook Languages: esky Deutsch English Espaol Franais Italiano Nederlands Portugus 2)2D" m , -(A) -(S) You: Sign In Register My WorldCat My Lists My Watchlist My Reviews My Tags My Saved Searches WorldCat: Home About Help Search Legal: Copyright 2001-2017 OCLCPlease enter your nameThe contact centre manager / Cheryl Black -- 7It is an accessible and comprehensive guide to the key aspects of call centre management.' Alison Copus, Marketing Director, Virgin Atlantic Airways'For Handbook of Call and Contact Centre Management, Natalie Calvert has drawn on some of the biggest and brightest names to advise on one of the UK's largest growth sectorsNew to eBooks.com? Learn more Browse our categories [X] [X] Bestsellers - This Week Foreign Language Study Pets Bestsellers - Last 6 months Games Philosophy Archaeology Gardening Photography Architecture Graphic Books Poetry Art Health & Fitness Political Science Biography & Autobiography History Psychology & Psychiatry Body Mind & Spirit House & Home Reference Business & Economics Humor Religion Children's & Young Adult Fiction Juvenile Nonfiction Romance Computers Language Arts & Disciplines Science Crafts & Hobbies Law Science Fiction Current Events Literary Collections Self-Help Drama Literary Criticism Sex Education Literary Fiction Social Science The Environment Mathematics Sports & Recreation Family & Relationships Media Study Aids Fantasy Medical Technology Fiction Music Transportation Folklore & Mythology Nature Travel Food and Wine Performing Arts True Crime Foreign Language Books At the heart of the all the management skills, strategies tools and technologies described is the customer and the customer experience - these drive the bottom lineBe the firstThe people, processes and technologies employed are all there to create powerful and memorable moments of truth - moments that make a difference between losing a customer and winning customers' hearts and mindsBe the firstPlease enter recipient e-mail address(es)About eBooks.com Launched in 2000, eBooks.com is a popular ebook retailer hosting over a million unique ebooks Privacy Policy Terms and Conditions WorldCat is the world's largest library catalog, helping you find library materials onlineThe Gower Handbook is a practical, no-nonsense, unpretentious and quality-focused guide on contact centre management, now and in the future.' Journal of Direct, Data and Digital Marketing Practice 'A good alternative title for this book would be "Everything you needed to know about call centres but were afraid to ask"The E-mail Address(es) field is required

Read more .You already recently rated this itemYou may send this item to up to five recipientsEdition/Format: Print book : EnglishView all editions and formats Database:WorldCat Summary: Business Hardbacks - Sales, Marketing and Customer Service A Contact Centre is fundamentally all about customersCustomer ServiceTelephone: +44 (0) 1235 400 524 Fax: +44 (0) 1235 400 401 Email: book.orderstandf.co.uk Order EnquiriesBookpoint130 Milton Park, Abingdon, Oxon OX14 4SB, UKTelephone: +44 (0) 1235 400 524Fax: +44 (0) 1235 400 401 Business EnquiriesTaylor & Francis Group Ltd2 Park Square, Milton Park, AbingdonOxford, OX14 4RN, UKTelephone: +44 (0) 20 7017-6000Fax: +44 (0) 20 7017-6699SubjectsBuilt EnvironmentEducationHumanitiesNursing & Allied HealthPsychologyReferenceSocial SciencesProductsBooksCustom PublishingE-booksHandbooksJournalsOnline ResourcesSeriesTextbooksResourcesFor AuthorsFor BooksellersFor InstructorsFor LibrariansFor ResearchersFor Societies/Assoc.For StudentsFor the PressInfo & HelpAbout UsCareersContact UsOrdering & DeliveryPermissionsSales Reps/AgentsSitemapStay Connected… Sign Up for Email AlertsBy using this website, you agree to the use of cookies.Combining consultancy with peer-to-peer guidance, Handbook of Call and Contact Centre Management offers readers the best of both worlds: expert tuition and straight-talking recommendations based on first-hand experience.' Alex Coxon, Editor, Call Centre Focus magazine 'This book will not collect dust on my shelf and I will be reticent to lend it to anyone.' Call Centre Focus 'This is definitely not 'Call Centres for Dummies' - but is an intelligent, forward-thinking tool for the relatively or newly experienced professional who wants to optimize contact centre performance and efficiencyThe book covers all aspects of call centre management but it is also a useful and relevant resource for managers covering or directing other areas of business - the chapters on people management, the business plan and building profitable customer relationships are full of useful practical transferable advice, ideas and knowledge.' Sarah Kellett, Services Development Director, Institute of Customer Service'For Handbook of Call and Contact Centre Management, Natalie Calvert has drawn on some of the biggest and brightest names to advise on one of the UK's largest growth sectorsMore like this Similar Items Borrow / obtain a copy Buy it Add library to Favorites Please choose whether or not you want other users to be able to see on your profile that this library is a favorite of yoursRegistered in England and WalesLearn more about how we use cookies.Privacy PolicyShipping PolicyContact Us 2017 Taylor & Francis Group, a business owned by Informa PLC, registered office is 5 Howick Place, London SW1P 1WGFind more libraries Librarian? Claim your library to Gower handbook of call and contact centre management Author: Natalie Calvert Publisher: Aldershot, Hants, England ; Burlington, VT : Gower, 2004> # Natalie Calverta schema:Person ;schema:familyName "Calvert" ;schema:givenName "Natalie" ;schema:name "Natalie Calvert" ;Tags Add tagsfor"Gower handbook of call and contact centre management"Please try to match the 2 words shown in the window, or try the audio version 07f867cfac


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