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We recommend the following literature to you - if found on amazon.com, the link is added:
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Call Center Management on Fast Forward: Succeeding in Today's Dynamic Customer Contact Environment
by Cleveland, Brad & Mayben, Julia
Review by Softigator
The title says it all - this is a classic of an introduction to the call centre inbound business. The authors manage to explain complex correlations between the drivers, tools, methods and outcomes of managing inbound calls... in an easy and understandable way. One highlight is the circle of steps that Call Center Managers can run through to optimise their Call Centre performance. It is the basis of the book and most of the chapters are identical with one of these steps.
Another great achievement is to make the Call Center planning process as transparent as a Mindmap - plus a cause-and-effect diagram. Cleveland and Mayben know how agents can do some tricks to "cheat" the system(s) and the reader's insight may be even more valuable than the most sophisticated call center research.
If there is a weakness of this book, it would be the lack of an update regarding the influence of Call Center Technology and customer expectations on the whole managing process. Today, the Service Level is not the only basic key Performance Indicator anymore. More sophisticated measures such as the First Contact Solution Rate have caught up with the traditional KPI. Balanced Scorecard concepts including Customer Lifetime Value measures may add up to it. But then one must say, you have to start somewhere. And this book is probably the most valuable start for inbound managers - and, by the way, quite entertaining.
www.amazon.com
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Call Center Technology Demystified: the No-Nonsense Guide to Bridging Customer Contact Technology, Operations and Strategy
by Bocklund, Lori / Bengtson, Dave
www.amazon.com
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A Practical Guide to Call Center TechnologyCall Center Technology Architecture
by Bookman, Murray
www.amazon.com
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A Practical Guide to Call Center Technology
by Andrew Waite / Andrew J. Waite
www.amazon.com
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The Call Center Dictionary: The Complete Guide to Call Center and Help Desk Technology and Operations
by Madeline Bodin and Keith Dawson
www.amazon.com
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A Practical Guide to Call Center Technology
by Waite, Andrew J.
www.amazon.com
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A study of the applicability of the theory of inventive problem solving on technology management of an e-business call center
by Goldsmith, Aaron C
www.amazon.com
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Maximizing Call Center Performance
by Madeline Bodin (Author):
Book Description
Ever wish you could find out how North America's biggest and most advanced call centers are really using call center technology? Want to know how successful call centers have solved the problems behind basic call center functions such as order handling.
For call center managers who want to make their customers happy and their company successful, this book shows how to leverage call center technology. It's packed with innovative solutions from a variety of industries, and provides practical applications for cutting-edge technologies.
About the Author
Madeline Bodin has been writing about call centers for over 10 years. She is a former editor of Call Center Magazine. Her books have been translated into several languages and are read around the globe. Her most recent book is Maximizing Call Center Performance. Keith Dawson is one of the world's foremost authorities on call centers. He is currently Senior Editor at CommWeb and was founder of Call Center News Service, which is the industry's premier online source for industry information and analysis, an independent online source for industry information. He is also author of 'Call Center Savvy' and 'Call Center Handbook'.
www.amazon.com
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Voice Interaction Design : Crafting the New Conversational Speech Systems
by Randy Allen Harris:
From the voice on the phone, to the voice on the computer, to the voice from the toaster, speech user interfaces are coming into the mainstream and are here to stay forever.
Soundly anchored in HCI, cognitive psychology, linguistics, and social psychology, this supremely practical book is loaded with examples, how-to advice, and design
templates. Drawing widely on decades of researchin lexicography, conversation analysis, computational linguistics, and social psychologyauthor Randy Allen Harris outlines the principles of how people use language interactively, and illustrates every aspect of design work.
In the first part of the book, Harris provides a thorough conceptual basis of language in all its relevant aspects, from speech sounds to conversational principles. The second part takes you patiently through the entire process of designing an interactive speech system: from team building to user profiles, to agent design, scripting, and evaluation. This book provides interaction designers with the knowledge and strategies to craft language-based applications the way users will expect them to behave.
*Loaded with examples and practical synopses of the best practice.
*An ideal combination of conceptual base, practical illustrations, and "how-to" advicefor design and for the entire design process.
*Will bring novice voice designers fully up to speed, and give experienced designers a new understanding of the principles underlying human speech interaction, principles from which to improve voice interaction design.
www.amazon.com
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