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Bottom-line call center managementcr...

Butler, David L.

Bottom-line call center managementcreating a culture of accountability and excellent customer service /

Record Type:	Electronic resources : Monograph/item
Title/Author:	Bottom-line call center managementDavid L. Butler.
Reminder of title:	creating a culture of accountability and excellent customer service /
Author:	Butler, David L.
Published:	Amsterdam ;Elsevier Butterworth-Heinemann,c2004.
Description:	xxi, 179 p. :ill. ;23 cm.
Series:	Improving human performance series
Subject:	Call centersManagement.
Online resource:	An electronic book accessible through the World Wide Web; click for information
Online resource:	http://www.loc.gov/catdir/description/els051/2004001073.html
Online resource:	http://www.loc.gov/catdir/toc/ecip0415/2004001073.html
ISBN:	9780750676847

Bottom-line call center managementcreating a culture of accountability and excellent customer service /
Butler, David L.

Bottom-line call center managementcreating a culture of accountability and excellent customer service /[electronic resource] :David L. Butler. - Amsterdam ;Elsevier Butterworth-Heinemann,c2004. - xxi, 179 p. :ill. ;23 cm. - Improving human performance series.

Includes bibliographical references and index.

Culture and accountability; Location, location, location; Skills and training; Your CSRs?; Pay and benefits; The people and the technology; Labor unions: the good, the bad, and the ugly; Conclusions; Appendices.

'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. *The only book to focus on accountability in call center management within a framework of progressive management and HR practices *Draws on the author's unique data sets about best practices in call center management *Step-by-step processes to assess, implement, and measure the ROI of effective management practices, with pre-, in-process, and post-evaluation built in.

Electronic reproduction.
Amsterdam :
Elsevier Science & Technology,
2009.

Mode of access: World Wide Web.

ISBN: 9780750676847

Source: 94698:94697Elsevier Science & Technologyhttp://www.sciencedirect.comSubjects--Topical Terms:

204911
Call centers
--Management.Index Terms--Genre/Form:

214472
Electronic books.

LC Class. No.: HE8788 / .B88 2004

Dewey Class. No.: 658.8/12

Bottom-line call center managementcreating a culture of accountability and excellent customer service /
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020 $a 9780750676847
020 $a 0750676841
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035 $a ocn474931122
037 $a 94698:94697 $b Elsevier Science & Technology $n http://www.sciencedirect.com
040 $a OPELS $b eng $c OPELS
049 $a TEFA
050 1 4 $a HE8788 $b .B88 2004
082 0 4 $a 658.8/12 $2 22
100 1 $a Butler, David L. $q (David Lawrence) $3 454117
245 1 0 $a Bottom-line call center management $h [electronic resource] : $b creating a culture of accountability and excellent customer service / $c David L. Butler.
260 $a Amsterdam ; $a Boston : $b Elsevier Butterworth-Heinemann, $c c2004.
300 $a xxi, 179 p. : $b ill. ; $c 23 cm.
440 0 $a Improving human performance series
504 $a Includes bibliographical references and index.
505 0 $a Culture and accountability; Location, location, location; Skills and training; Your CSRs?; Pay and benefits; The people and the technology; Labor unions: the good, the bad, and the ugly; Conclusions; Appendices.
520 $a '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. *The only book to focus on accountability in call center management within a framework of progressive management and HR practices *Draws on the author's unique data sets about best practices in call center management *Step-by-step processes to assess, implement, and measure the ROI of effective management practices, with pre-, in-process, and post-evaluation built in.
533 $a Electronic reproduction. $b Amsterdam : $c Elsevier Science & Technology, $d 2009. $n Mode of access: World Wide Web. $n System requirements: Web browser. $n Title from title screen (viewed on Dec. 3, 2009). $n Access may be restricted to users at subscribing institutions.
650 0 $a Call centers $x Management. $3 204911
655 7 $a Electronic books. $2 local. $3 214472
710 2 $a ScienceDirect (Online service) $3 307425
776 1 $c Original $z 0750676841 $z 9780750676847 $w (DLC) 2004001073 $w (OCoLC)54479836
856 4 0 $3 ScienceDirect $u http://www.sciencedirect.com/science/book/9780750676847 $z An electronic book accessible through the World Wide Web; click for information
856 4 2 $3 Publisher description $u http://www.loc.gov/catdir/description/els051/2004001073.html
856 4 1 $3 Table of contents $u http://www.loc.gov/catdir/toc/ecip0415/2004001073.html
994 $a C0 $b TEF

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