23 Steps to an Effective Call Center by Réal Bergevin is required reading for any organization wanting to cost effectively provide superior customer service in a call center environment. The 23 Steps of Réal's business model are outlined in his book, and explains how each step is used, and affected, by the call center manager, the technology supervisor, the call center analyst, the resource supervisor (scheduler), the employee performance supervisor, and the telephone service representative.
Developed for Transcom North America / Asia’s managers and clients, 23 Steps to an Effective Call Center is a comprehensive model of call center operations. From development of the call center mission to tracking results, the model provides a powerful and complete "hands-on" method of affecting results.
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Call Centers for Dummies
Call Centers for Dummies is the ideal resource for call center managers. Using Call Centers for Dummies, the manager will be equipped with a guide that, working under the principals of revenue generation, efficiency, and customer satisfaction, will improve results measurably. Instead of viewing the call center only as a cost center, managers, equipped with new tools, will be able to affect the bottom line through continuous improvement.