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Gower Handbook Of Call And Contact Centre Management Downlo
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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.

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

Gower Handbook of Call and Contact Centre Management Natalie Calvert

What Gets Stored in a Cookie?Marr, Bernard: Performance Measurement and Management: Public and Private Sector (Cranfield School of Management, July 2004)Kume, Hitoshi: Statistical Methods for Quality Improvement (Gilmour Drummond, 1987)Goodwin, Brian: All for one one for all, in New Scientist, volYou have cookies disabled in your browserDaum, Juergen H.: Intangible Assets and Value Creation (Wiley, 2003)What people are saying-Write a reviewWe haven't found any reviews in the usual placesJonker, Jan: Toolbook For Organizational Change: A Practical Approach for Managers (Van Gorcum, 1995)Scott, Mark C.: Reinspiring the Corporation (Wiley, 2000)

Preview this book Porter, Michael E.: Competitive Strategy: Techniques for Analyzing Industries and Competitors (Simon & Schuster, 1998)Other Calvert, Natalie (ed.): Gower Handbook of Call and Contact Centre Management (Gower, 2004)You must disable the application while logging in or check with your system administratorMarr, BMintzburg, Henry: The Rise and Fall of Strategic Planning (Prentice Hall, 1985)Re-Mind Beer, Stafford: The Brain of the Firm: Managerial Cybernetics of Organization (Lane, 1972)The list also acknowledges the contribution of earlier thinkers to the body of knowledge contained in Systems Thinking, Lean Thinking, Leadership, Analytical Management Tools, and changeThere are many reasons why a cookie could not be set correctly.Camrass, Roger and Martin Francombe: Atomic: Reforming the Business Landscape into the New Structures of Tomorrow (Capstone, 2003)Allowing a website to create a cookie does not give that or any other site access to the rest of your computer, and only the site that created the cookie can read it.Landmark Education: www.landmarkforum.com (workshops on personal change)Below are the most common reasons:The subjects range from popular business literature to technical researchReaders who wish to explore particular topics in greater detail may find the following books and articles of interestde Bono, Edward: Lateral Thinking for Management (McGraw Hill, 1971) 171bf2437f

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