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Call Center Operation

Author: Duane E. Sharp
Publisher: Digital Press
ISBN: 9781555582777
Size: 78.62 MB
Format: PDF, Docs
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Complete coverage of the critical issues to set up, manage and efficiently maintain a call center.

Call Center F R Dummies

Author: Réal Bergevin
Publisher: John Wiley & Sons
ISBN: 9783527703395
Size: 55.82 MB
Format: PDF, ePub, Mobi
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Der Call Center-Markt ist zurzeit eine der am stärksten wachsenden Branchen. Doch auf was muss man alles achten, wenn man ein Call Center einrichtet und leitet? Finanzmanagement, Ressourcenanalyse, Performancesteigerung - all dies sind Dinge, die ein Call Center-Manager berücksichtigen muss. Welche Rolle spielt die IT? Wie sucht man das richtige Personal für ein Call Center aus? Wie schult man es und verbessert so seinen Kundenservice? Antworten auf all diese Fragen gibt der renommierte Call Center-Consultant Réal Bergevin in diesem angenehm lesbaren und hochinformativen Buch. Das ursprünglich kanadische Buch wurde in Zusammenarbeit mit dem Call Center Forum Deutschland e.V. und zahlreichen Call Center-Firmen auf den deutschen Markt zugeschnitten.

Cases In Call Center Management

Author: Richard Feinberg
Publisher: Purdue University Press
ISBN: 9781557533425
Size: 58.80 MB
Format: PDF
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Annotation The book is rounded out with a section on resources that will provide hundreds of ideas to accentuate your current call center. Both a practical guide and an exhaustive reference, "Cases in Call Center Management is an investment in the future success of your customer service operations.

Building Call Center Culture

Author: Dan Coen
Publisher: Dcd Pub
ISBN: 9780966043624
Size: 55.98 MB
Format: PDF, Mobi
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Building Call Center Culture is a complete management book for every team lead, supervisor, manager and senior executive that supervises outbound and inbound sales and customer service contact centers. It stands out in two distinct ways from many other management books. First, Building Call Center Culture focuses entirely on managing the unique culture and environment that is a call center and customer contact center. Second, it is dedicated to the people-to-people side of the call center. People count, motivation matters and creating a world class communication culture is critical to success. By exploring the human side of call center operations, Building Call Center Culture identifies people supervision as its central premise.

Intelligent Natural Language Processing Trends And Applications

Author: Khaled Shaalan
Publisher: Springer
ISBN: 3319670565
Size: 35.30 MB
Format: PDF, Docs
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This book brings together scientists, researchers, practitioners, and students from academia and industry to present recent and ongoing research activities concerning the latest advances, techniques, and applications of natural language processing systems, and to promote the exchange of new ideas and lessons learned. Taken together, the chapters of this book provide a collection of high-quality research works that address broad challenges in both theoretical and applied aspects of intelligent natural language processing. The book presents the state-of-the-art in research on natural language processing, computational linguistics, applied Arabic linguistics and related areas. New trends in natural language processing systems are rapidly emerging – and finding application in various domains including education, travel and tourism, and healthcare, among others. Many issues encountered during the development of these applications can be resolved by incorporating language technology solutions. The topics covered by the book include: Character and Speech Recognition; Morphological, Syntactic, and Semantic Processing; Information Extraction; Information Retrieval and Question Answering; Text Classification and Text Mining; Text Summarization; Sentiment Analysis; Machine Translation Building and Evaluating Linguistic Resources; and Intelligent Language Tutoring Systems.

Is Management Handbook Seventh Edition

Author: Carol V. Brown
Publisher: CRC Press
ISBN: 9780849398209
Size: 32.76 MB
Format: PDF, ePub, Mobi
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In systems analysis, programming, development, or operations, improving productivity and service - doing more with less - is the major challenge. Regardless of your management level, the Handbook gives you the advice and support you need to survive and prosper in the competitive environment. It is the only comprehensive and timely source of technical and managerial guidance, providing expert information on the latest IT management techniques from top IS experts. This edition explains state-of-the-art technologies, innovative management strategies, and practical step-by-step solutions for surviving and thriving in today's demanding business environment. The IS Management Handbook outlines how to effectively manage, adapt and integrate new technology wisely, providing guidance from 70 leading IS management experts in every important area. This reference enables its readers to ensure quality, contain costs, improve end-user support, speed up systems development time, and solve rapidly changing business problems with today's IS technology.

The Art Of Software Support

Author: Françoise Tourniaire
Publisher: Prentice Hall
ISBN: 9780135694503
Size: 14.63 MB
Format: PDF, Mobi
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Presents ready-to-use information on how to set up and effectively run a help desk or technical software support group. The manual provides check lists for call handling and resolving calls, determining staffing levels and cost-justifying a support center

The Encyclopedia Of Operations Management

Author: Arthur V. Hill
Publisher: FT Press
ISBN: 0132883708
Size: 29.85 MB
Format: PDF, ePub, Mobi
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This is the perfect "field manual" for every supply chain or operations management practitioner and student. The field's only single-volume reference, it's uniquely convenient and uniquely affordable. With nearly 1,500 well-organized definitions, it can help students quickly map all areas of operations and supply chain management, and prepare for case discussions, exams, and job interviews. For instructors, it serves as an invaluable desk reference and teaching aid that goes far beyond typical dictionaries. For working managers, it offers a shared language, with insights for improving any process and supporting any training program. It thoroughly covers: accounting, customer service, distribution, e-business, economics, finance, forecasting, human resources, industrial engineering, industrial relations, inventory management, healthcare management, Lean Sigma/Six Sigma, lean thinking, logistics, maintenance engineering, management information systems, marketing/sales, new product development, operations research, organizational behavior/management, personal time management, production planning and control, purchasing, reliability engineering, quality management, service management, simulation, statistics, strategic management, systems engineering, supply and supply chain management, theory of constraints, transportation, and warehousing. Multiple figures, graphs, equations, Excel formulas, VBA scripts, and references support both learning and application. "... this work should be useful as a desk reference for operations management faculty and practitioners, and it would be highly valuable for undergraduates learning the basic concepts and terminology of the field." Reprinted with permission from CHOICE, copyright by the American Library Association.

Is Management Handbook 8th Edition

Author: Carol V. Brown
Publisher: CRC Press
ISBN: 9781420031393
Size: 20.73 MB
Format: PDF, ePub, Docs
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IT management and staff are called upon to perform the almost-impossible tasks of evaluating, purchasing, integrating, and maintaining complex IT systems, and directing these systems to meet the ever-changing goals of an organization. Add to that the spending restraints of a down economy, and IT managers find themselves in need of a thoughtful, real-world guide that can maximize resources and bring efficiency to often chaotic environments. IS Management Handbook, Eighth Edition details how IT professionals can align people, information, and technology with the strategic goals of an organization. The handbook offers technical and business insight from dozens of leading names from the technology sector, with a major focus on maximizing the performance of existing resources during tough economic times. The handbook provides the information that allows IT managers to effectively organize people and processes, and efficiently integrate and maintain infrastructure, applications, support systems, e-business tools, and databases.