Designing Effective Call Centers

 
9781490484358: Designing Effective Call Centers
View all copies of this ISBN edition:
 
 

This book is the companion to "The Executive Guide to Six Sigma Call Centers" which is for executives. this book is for the call center engineers, analysis, and designers. Do you know the benefits of sigma design for the call center world? Does reducing cost at your center sound good to you? How about reducing cost while providing BETTER service? Chapter 16 shows you how a Six Sigma design can provide better service at a lower cost than traditional approaches. Success doesn't just happen-it requires careful planning. The first step is determining the correct design for your call center or help desk. Author James Abbott walks readers through what can and can't be managed, who should be making what types of decisions, and how to create and use a metric blueprint. He covers the necessary design terms so all of the players can communicate effectively. And he explains the essential role of Six Sigma in any well-designed center.

"synopsis" may belong to another edition of this title.

About the Author:

James Abbott is an author, teacher, developer, and consultant, and the president of Abbott Associates Inc., based in Greenville, South Carolina. He is on the faculty of the College of Engineering at the University of Arizona in Tucson, Arizona. James Abbott has made a career out of taking technical topics and explaining them so that the rest of us can understand. A professional engineer for more than 30 years, James learned early on that even the best methods are useless unless they are delivered in a fashion that allows their swift and effective implementation. Inspired by the great Southern tradition of storytelling, James uses anecdotes about Grandma s biscuits and a visit to the grocery store to explain scientific concepts like queuing theory and reporting metrics. James isn't afraid to get his hands dirty. In the course of his coaching and engineering he has worked alongside electric engine assemblers, in a high-pressure customer care center, and on the third shift of a global IT help desk. It is his ability to learn a business from the ground up that has allowed James to develop methods and tools for everyone from the CEO to the custodial staff. Though he has worked throughout the Western Hemisphere, James's home is in Greenville, South Carolina. He is the author of ten books including his best-selling The Executive Guide to Call Center Metrics.

"About this title" may belong to another edition of this title.

Buy Used View Book
List Price: US$ 69.95
US$ 221.21

Convert Currency

Shipping: FREE
Within U.S.A.

Destination, Rates & Speeds

Add to Basket

Top Search Results from the AbeBooks Marketplace

1.

James C Abbott
Published by CreateSpace Independent Publishing Platform (2013)
ISBN 10: 1490484353 ISBN 13: 9781490484358
Used Paperback Quantity Available: 1
Seller:
Books Express
(Portsmouth, NH, U.S.A.)
Rating
[?]

Book Description CreateSpace Independent Publishing Platform, 2013. Paperback. Condition: Good. Ships with Tracking Number! INTERNATIONAL WORLDWIDE Shipping available. May not contain Access Codes or Supplements. May be ex-library. Shipping & Handling by region. Buy with confidence, excellent customer service!. Seller Inventory # 1490484353

More Information About This Seller | Contact this Seller

Buy Used
US$ 221.21
Convert Currency

Add to Basket

Shipping: FREE
Within U.S.A.
Destination, Rates & Speeds