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Call Center Operation

Author: Duane E. Sharp
Publisher: Digital Press
ISBN: 9781555582777
Size: 12.27 MB
Format: PDF, ePub, Mobi
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Complete coverage of the critical issues to set up, manage and efficiently maintain a call center.

Call Center Operation

Author: Duane Sharp
Publisher: Elsevier
ISBN: 0080490611
Size: 27.96 MB
Format: PDF, Mobi
View: 6356
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Every customer-facing corporation has at least one call center. In the United States, call centers handle a billion calls per year. Call Center Operation gives you complete coverage of the critical issues involved in the design, implementation, organization, and management of a customer call center. Sharp provides information on advanced technology tools for workforce management, workshop examples for training call center staff, and an analysis of the significance of the call center to overall corporate customer relationship strategies. A special feature of the book is its focus on call center case studies, describing a number of successful call center strategies and best practices, selected from various business sectors - financial, retail, healthcare, travel, technology, and others. These case studies provide useful guidelines based on successful corporate call centers that will guide you in establishing and maintaining the most effective call center operation for your enterprise. · Presents key concepts and techniques, including a formal development process, in a real-world context · Provides extensive management guidelines · Stresses the importance of staff selection and training

Call Center Operation

Author: Duane E. Sharp
Publisher: Digital Press
ISBN: 9781555582777
Size: 58.43 MB
Format: PDF, Mobi
View: 6442
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Complete coverage of the critical issues to set up, manage and efficiently maintain a call center.

The Executive Guide To Call Center Metrics

Author: James C. Abbott
Publisher: Robert Houston Smith Publishers
ISBN: 1887355081
Size: 45.18 MB
Format: PDF, ePub, Mobi
View: 7352
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As the cost of doing business increases, call centers and help desks are frequently moving overseas. How can your center remain competitive? Is pooling the best way to slash your wait times? James Abbott concisely answers these questions as he leads you through the world of process-centered customer service. Strategic and tactical terms, how to choose metrics to measure, and the miracle of Queuing Science are covered thoroughly, using easy-to-grasp anecdotes to explain the key technical topics.

Plant Design And Operations

Author: Ian Sutton
Publisher: Gulf Professional Publishing
ISBN: 0128128844
Size: 15.14 MB
Format: PDF
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Plant Design and Operations, Second Edition, explores design and operational considerations for oil and gas facilities, covering all stages of the plant cycle, with an emphasis on safety and risk. The oil and gas industry is constantly looking for cost optimization strategies, requiring plant-based personnel to expand their knowledge base outside their discipline or subject. Relevant reference materials are scattered throughout various official standards, while staff lack the immediate hands-on knowledge to safely facilitate the full operational life cycle of the plant. This second edition is a complete source of solutions for major process projects including offshore facilities, chemical plants, oil refineries, and pipelines. This single reference provides insight for safer operations and maintenance best practices. It has been updated with more focus on safety in design and operations, standards, and compliance, and more detailed information on equipment and system/component design. Explores design and operational considerations for oil and gas facilities, covering all stages of the plant cycle, with an emphasis on safety and risk Includes updated new chapters covering principles of design, security regulations, and human factors Includes more relevant equipment information covering storage tanks, valves, and control systems Remains the only source to provide hands-on solutions for process plants in the refining and chemical industries

Facility Manager S Maintenance Handbook

Author: Bernard Lewis
Publisher: McGraw Hill Professional
ISBN: 9780071511001
Size: 37.64 MB
Format: PDF, ePub, Docs
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An Updated Guide to Establishing Cutting-Edge Operations and Maintenance Procedures for Today's Complex Facilities An essential on-the-job resource, Facility Manager's Maintenance Handbook presents step-by-step coverage of the planning, design, and execution of operations and maintenance procedures for structures, equipment, and systems in any type of facility. This career-building reference provides the tools needed to streamline facility management processes...reduce operational costs...and ensure the effective utilization, maintenance, repair, and renovation of existing physical assets. Now with 40% new information, this Second Edition includes brand-new chapters on emergency response procedures...maintenance operations benchmarking...capital and operational budgets management...boiler and steam plant operations... and other vital topics. The only book of its kind to cover both operations and maintenance, the updated Facility Manager's Maintenance Handbook features: Updated information on mechanical equipment and systems maintenance The latest fire protection procedures A comprehensive account of building codes Guidance on hazardous materials handling Excellent preparation for the IFMA Certified Facility Manager (CFM) qualification Inside This State-of-the-Art Facility Management Resource • Part 1: Organizing for Maintenance Operations • Part 2: Facility Operations and Maintenance • Operations Plans • Maintenance Plans • Part 3: Equipment and Systems Operations • Maintenance o Part 4: Facilities Emergency Preparedness o Part 5: Capital Investment

Cisco Ip Telephony

Author: Ramesh Kaza
Publisher: Cisco Press
ISBN: 0133819000
Size: 14.11 MB
Format: PDF, Kindle
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A guide to successful deployment of the Cisco IP Telephony solution Real-world case studies from the Cisco design consulting engineers who developed the PDIOO process provide practical advice on all stages of successful IPT deployment Concise understanding of the PDIOO phases enables architects and engineers to successfully deploy the Cisco IPT solution Division of the process into PDIOO phases provides a logical and defined guide for network engineers and architects as they proceed through each of the phases in deploying the Cisco IPT solution Includes detailed questionnaires for each phase of deployment in the PDIOO cycle—a great aid in understanding customer networks and requirements Network infrastructure design, call processing infrastructure design and applications, and voice-mail system design are covered in depth Cisco® IP Telephony (IPT) solutions are being deployed at an accelerated rate, and network architects and engineers need to understand the various phases involved in successful deployment: planning, design, implementation, operation, and optimization (PDIOO). On the road to that understanding, those involved need to collect information for each phase of deployment, and then follow through with the best architecture, deployment model, and implementation based on the data collected. Cisco IP Telephony: Planning, Design, Implementation, Operation, and Optimization is a guide for network architects and engineers as they deploy the Cisco IPT solution. With this book, you will master the PDIOO phases of the IPT solution, beginning with the requirements necessary for effective planning of a large-scale IPT network. From there, you’ll follow a step-by-step approach to choose the right architecture and deployment model. Real-world examples and explanations with technical details, design tips, network illustrations, and sample configurations illustrate each step in the process of planning, designing, implementing, operating, and optimizing a chosen architecture based on information you have collected. In-depth instruction on each PDIOO phase provides specific details about the tasks involved and best practices for successful implementation of the IPT solution. This book also contains predesigned questionnaires and PDIOO assistance tools that help you determine the requirements of each phase of the PDIOO cycle. Authors Ramesh Kaza and Salman Asadullah have been involved with Cisco IPT solutions from the beginning and have planned, designed, and implemented major IPT networks using the guidelines found here. Cisco IP Telephony: Planning, Design, Implementation, Operation, and Optimization provides the step-by-step explanations, details, and best practices acquired by the authors while working with the top Cisco IPT customers. This book is part of the Networking Technology Series from Cisco Press®, which offers networking professionals valuable information for constructing efficient networks, understanding new technologies, and building successful careers.

Circulating Fluidized Bed Boilers

Author: Prabir Basu
Publisher: Springer
ISBN: 3319061739
Size: 77.16 MB
Format: PDF, Kindle
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· Explains operation and scientific fundamentals of circulating fluidized bed (CFB) boilers · Outlines practical issues in industrial use · Teaches how to optimize design for maximum reliability and efficiency · Discusses operating and maintenance issues and how to troubleshoot them This book provides practicing engineers and students with insight into the design and operation of circulating fluidized bed (CFB) boilers through a combination of theoretical concepts and practical experience. An emphasis on combustion, hydrodynamics, heat transfer, and material issues illustrates these concepts with numerous examples from actual operating plants. The relevance of design and feed-stock parameters to the operation of a CFB boiler are also examined, along with their impacts on designs of mechanical components, including cyclones, air distributor grids, and solid recycle systems. This versatile resource explains how fluidized bed equipment works and how the basic principles of thermodynamics and fluid mechanics influence design, while providing insight into planning new projects, troubleshooting existing equipment, and appreciating the capabilities and limitations of the process. From hydrodynamics to construction and maintenance, the author covers all of the essential information needed to understand, design, operate, and maintain a complete fluidized bed system. It is a must for clean coal technology as well as for biomass power generation.

Call Centers For Dummies

Author: Real Bergevin
Publisher: John Wiley & Sons
ISBN: 0470677430
Size: 53.23 MB
Format: PDF, Kindle
View: 4140
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The fast and easy way to improve call center management and response Are you a call center professional seeking trusted and practical advice for improving your results and positively affecting your company's bottom line? Now updated with coverage of the latest technological advancements and developments in the field, Call Centers For Dummies, 2nd Edition is the ultimate call center reference guide. With new tools and tactics specifically designed for call center managers, Call Centers For Dummies, 2nd Edition helps put value on customer relations efforts undertaken in call centers and shows you how to implement new strategies for continual improvement and superior customer service. Features new to this edition include Guidance on determining whether outsourcing is a cost-efficient option for your company Coverage of new technologies that help cut costs A look at how today's call centers can benefit from empowering their agents Like any tech-driven industry, call centers are facing rapid change. With Call Centers For Dummies, 2nd Edition, you can be sure you're getting the most up-to-date, easy-to-follow coverage of this advancing field.