Bottom-Line Call Center Management
Creating a Culture of Accountability and Excellent Customer Service
By (author) David L. Butler
Normal Price: $106.00
Your Price: $95.40 AUD, inc. GST
Shipping: $7.95 per order
You Save: $10.60! (10% off normal price)
Plus...earn $4.77 in Boomerang Bucks
Availability: Available, ships in 7-10 days
Bottom-Line Call Center Management by David L. Butler
Book Description'Bottom-Line Call Center Management breaks new ground by addressing key skills and techniques in assessing and implementing effective management practices to maximize the human and capital resources at the call center manager's disposal. Drawing on the author's unique data sets and years of research experience in the industry, 'Bottom-Line Call Center Management' helps call center managers evaluate their current status, implement cost-effective changes, and measure results of their changes to ensure a culture of accountability within the call center at all levels increasing the bottom line. The processes include an evaluation of current customer service representatives, defining, delimiting and assessing the labor shed of the center, and exploring the customer service representative's unique skills and leveraging those skills into a unique and dynamic work environment. Likewise, the process also determines the learning skills and competencies necessary to meet and exceed the basic requirements for all call centers. Furthermore, each step has a pre, in-process, and post evaluation to ensure projects are progressing according to plan. Lastly, all evaluations are measured against the bottom line through a return on investment (ROI) model. The framework for this book uses the culture of call centers, defined and lived through the customer service representatives, as the lens to view all processes, measurements, accountability and return on investment. This framework is critical since there has been much emphasis on technology-as-a-solution which treats the employees as a hindrance instead of the enablers of positive change. Likewise, customer service representatives eventually act as strong determinants of success with the call center and thus the bottom line.
Buy Bottom-Line Call Center Management book by David L. Butler from Australia's Online Bookstore, Boomerang Books.
Book DetailsISBN: 9780750676847
(229mm x 152mm x 10mm)
Imprint: Butterworth-Heinemann Ltd
Publisher: Taylor & Francis Ltd
Publish Date: 15-Dec-2003
Country of Publication: United Kingdom
» Have you read this book? We'd like to know what you think about it - write a review about Bottom-Line Call Center Management book by David L. Butler and you'll earn 50c in Boomerang Bucks loyalty dollars (you must be a member - it's free to sign up!)
Author Biography - David L. Butler
David L. Butler, Ph.D., is President of Butler and Associates, a research and consulting company focused on the global call center industry. Butler conducts research on site location, labor availability and needs, training, turnover, and business culture within organizations. He helps call centers to develop, implement and incorporate a culture of accountability to produce high levels of measurable production and low levels of turnover. Butler is also an assistant professor in the Department of Economic Development at the University of Southern Mississippi.
Bestselling Books: Our Current Bestsellers | Australia's Hottest 1000 Books | Bestselling Fiction | Bestselling Crime Mysteries and Thrillers | Bestselling Non Fiction Books | Bestselling Sport Books | Bestselling Gardening and Handicrafts Books | Bestselling Biographies | Bestselling Food and Drink | Bestselling History | Bestselling Travel Books | Bestselling School Textbooks & Study Guides | Bestselling Children's General Non-Fiction | Bestselling Young Adult Fiction | Bestselling Children's Fiction | Bestselling Picture Books | Top 100 US Bestsellers
Phone: 1300 36 33 32 (9am-5pm Mon-Fri AEST) - International: +61 2 9960 7998 - Online Form
Address: Boomerang Books, 878 Military Road, Mosman Junction, NSW, 2088
© 2003-2016. All Rights Reserved. Eclipse Commerce Pty Ltd - ACN: 122 110 687 - ABN: 49 122 110 687
For every $20 you spend on books, you will receive $1 in Boomerang Bucks loyalty dollars. You can use your Boomerang Bucks as a credit towards a future purchase from Boomerang Books. Note that you must be a Member (free to sign up) and that conditions do apply.