Call center management free ebook

Key questions that CIOs and digital leaders need to answer in order to prepare for future disruptions. How to ensure that your team's workplaces are both productive and safe. How to promote employees wellbeing with the help of Creatio's low-code platform for process management and CRM. How to foster a digital culture within your company to roll out changes in a flexible manner while facilitating a cross-departmental cooperation.

How to bolster your digital transformation initiatives with the help of low-code technology. What are the key elements of a comprehensive and effective CX strategy in these tumultuous times. What are the most prominent emerging CX trends in the coming years.

How to revise your digital strategy to create an effective framework for decision making and action taking over the long-term period. How to facilitate cross-departmental alignment and simplify workflows with the help of low-code technology.

What are the key features you should pay attention to while choosing a low-code platform that fits your organization needs. How to empower your employees to create helpful solutions without IT experts. How to foster better collaboration and maintain a high level of productivity of your employees by creating an effective digital environment. Read up on how to weather the storm when customer demands rain down.

Learn how to use the right mix of digital channels, AI, and automation to maintain service levels when traffic spikes. In short, you need Microsoft not just running, but running well. How can your contact center become more adaptive and 'future-ready'? This new Aberdeen eBook has all the latest guidance to help you manage potential risk factors and future impact events with a strategic approach.

Want to build a business case for remote work in your contact center? Look no further than this new guide from Aberdeen. Even while it helps your business, moving to cloud adds layers of concern and new challenges to meet the needs of an increasingly demanding audience. As customer data continues to be a huge component of business growth, companies need to find a way of protecting both themselves and their customers. The digital trust that companies can inspire by excelling in privacy and security, will become a key differentiator.

For an experience to be truly remarkable, customers need to feel informed, protected, and safe during every stage of the customer journey. Shep Hyken is a New York Times bestselling business author and customer service thought leader. In his blog and books, Shep offers insights on why customer service is important with instruction on best practices.

Using Ace Hardware as an example, Shep walks readers through how Ace built a company culture so customer-centric that Business Week named Ace a top ten customer service brand in the U. Gwen Oglesby has managed call center teams for Fortune companies for more than 15 years. Gwen brings her experience and learning to bear on helping call center employees offer superior customer service. She also offers tips and questions to help agents grow, get recognized, and get promoted.

Donnie Baje is a Manila-based training manager in a call center. You can learn how to make your agents more effective, and what you should pay them. It also answers questions such as when do you get diminishing returns on improved customer service? Ger Koole is a professor of applied probability at Vrije Universiteit Amsterdam and teaches business analytics and stochastic optimization. As a research scientist studying the control of queueing systems, he applies his findings to optimizing call centers and revenue management, among other fields.

Ger also co-founded CCmath , a call center optimization company. It offers an introduction on how to improve call center performance using workload forecasting, the Erlang formulas, simulation, and more. Randy Rubingh has built, managed, and led call centers for more than 25 years. In that time he managed more than 20 million incoming phone calls at startups with only five agents, as well as international customer service organizations with hundreds of agents.

Like the Dummies book below, it also includes tips for deciding whether to outsource. It focuses on how to turn a profit, measure results, run things efficiently, and increase customer satisfaction.

It also has a guide to help managers decide whether outsourcing will be profitable. Goodreads readers appreciate the clarity and simplicity of the writing. Be aware, however, that the book was last updated in People who work in call centers enjoyed the book on Goodreads. To further up your game, consider upgrading your call center software.

Here are some resources:. Helping businesses choose better software since