Call Centers For Dummies, 2nd Edition

Part I: From the Ground Up: An Overview of the Call Center.

Chapter 1: A First Look at Call Centers.

Chapter 2: Business Basics: Models and Drivers and Goals, Oh My!

Chapter 3: Developing the Cast of Characters.

Chapter 4: Building a Call Center of Your Own.

Chapter 5: Choosing the Outsourcing Option.

Part II: The Master Plan: Finance, Analysis, and Resource Management.

Chapter 6: Analyze This!

Chapter 7: Right People, Right Place, Right Time: Resource Management.

Chapter 8: Call Center Scheduling: Not As Simple As 1, 2, 3.

Part III: Making Life Better with Technology.

Chapter 9: An Introduction to Call Center Technology.

Chapter 10: Technological Enhancements: Getting the Newest and Coolest Stuff.

Chapter 11: Using Home Agents.

Part IV: Creating High-Performance Teams.

Chapter 12: Hiring and Training.

Chapter 13: Creating a Coaching Culture.

Chapter 14: Creating a Motivated Workforce.

Part V: Ensuring Continuous Improvement.

Chapter 15: The Power of Process Improvement.

Chapter 16: Mastering Change in Your Organization.

Chapter 17: Quality-Control Programs and Certifi cations.

Part VI: The Part of Tens.

Chapter 18: Ten Ways to Improve Agents’ Job Satisfaction.

Chapter 19: Ten Questions Every Call Center Manager Should Answer.

Chapter 20: Almost Ten Ways to Decrease Call Center Costs

and Increase Effi ciency.

Appendix A: Key Call Center Definitions and Concepts.

Appendix B: Call Center Support Services.

Index.