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| Benchmarking at its Best for Contact Centers By: Bruce Belfiore, with Dr. Jon Anton |
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 Benchmarking at its Best for Contact Centers By: Bruce Belfiore, with Dr. Jon Anton
- Done right, and done regularly, benchmarking provides improved work life, career advancement and substantially increased earnings on a consistent basis. This book is an essential manual for continuous improvement peer group benchmarking that shows convincingly why proper professionalism in today
Price: $9.95 Benchmarking at its Best for Contact Centers By: Bruce Belfiore, with Dr. Jon Anton
- Done right, and done regularly, benchmarking provides improved work life, career advancement and substantially increased earnings on a consistent basis. This book is an essential manual for continuous improvement peer group benchmarking that shows convincingly why proper professionalism in today
Price: $9.95 Benchmarking at its Best for Contact Centers By: Bruce Belfiore, with Dr. Jon Anton
- Done right, and done regularly, benchmarking provides improved work life, career advancement and substantially increased earnings on a consistent basis. This book is an essential manual for continuous improvement peer group benchmarking that shows convincingly why proper professionalism in today
Price: $9.95 Benchmarking at its Best for Contact Centers By: Bruce Belfiore, with Dr. Jon Anton
- Done right, and done regularly, benchmarking provides improved work life, career advancement and substantially increased earnings on a consistent basis. This book is an essential manual for continuous improvement peer group benchmarking that shows convincingly why proper professionalism in today
Price: $9.95 |
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| $9.95 |
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| Cases in Call Center Management: Great Ideas th(at) Work by Richard Feinberg, Ko de Ruyter, and Lynne Bennington- Center for Customer Driven Quality- Purdue University |
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 Cases in Call Center Management: Great Ideas th(at) Work by Richard Feinberg, Ko de Ruyter, and Lynne Bennington- Center for Customer Driven Quality- Purdue University
- Written by authorities on the call center industry, Cases in Call Center Management brings to light the some of the great ideas that can be implemented in most call enters immediately. These cases describe what is being done, how it is being done, why it is being done. Useful information on all aspects of call centers written clearly and with great humor.
Cases in Call Center Management covers the gamut of topics by examining real call centers in action and how managements at those centers have dealt with key call center issues including:
- Human Resource Management
- Operational Management
- Strategic Management
- Technology Issues
Among the organizations covered are: Accor Price: $30.00 Cases in Call Center Management: Great Ideas th(at) Work by Richard Feinberg, Ko de Ruyter, and Lynne Bennington- Center for Customer Driven Quality- Purdue University
- Written by authorities on the call center industry, Cases in Call Center Management brings to light the some of the great ideas that can be implemented in most call enters immediately. These cases describe what is being done, how it is being done, why it is being done. Useful information on all aspects of call centers written clearly and with great humor.
Cases in Call Center Management covers the gamut of topics by examining real call centers in action and how managements at those centers have dealt with key call center issues including:
- Human Resource Management
- Operational Management
- Strategic Management
- Technology Issues
Among the organizations covered are: Accor Price: $30.00 Cases in Call Center Management: Great Ideas th(at) Work by Richard Feinberg, Ko de Ruyter, and Lynne Bennington- Center for Customer Driven Quality- Purdue University
- Written by authorities on the call center industry, Cases in Call Center Management brings to light the some of the great ideas that can be implemented in most call enters immediately. These cases describe what is being done, how it is being done, why it is being done. Useful information on all aspects of call centers written clearly and with great humor.
Cases in Call Center Management covers the gamut of topics by examining real call centers in action and how managements at those centers have dealt with key call center issues including:
- Human Resource Management
- Operational Management
- Strategic Management
- Technology Issues
Among the organizations covered are: Accor Price: $30.00 Cases in Call Center Management: Great Ideas th(at) Work by Richard Feinberg, Ko de Ruyter, and Lynne Bennington- Center for Customer Driven Quality- Purdue University
- Written by authorities on the call center industry, Cases in Call Center Management brings to light the some of the great ideas that can be implemented in most call enters immediately. These cases describe what is being done, how it is being done, why it is being done. Useful information on all aspects of call centers written clearly and with great humor.
Cases in Call Center Management covers the gamut of topics by examining real call centers in action and how managements at those centers have dealt with key call center issues including:
- Human Resource Management
- Operational Management
- Strategic Management
- Technology Issues
Among the organizations covered are: Accor Price: $30.00 |
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| $30.00 |
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| Coaching Contact Center Agents |
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 Contact Center Agents
- This is a book focused on one of the most important and least understood jobs in a contact center, namely, coaching the front-line agent. In preparing the materials for the book, the authors interview successful coaches and spent time watching them using call evaluation reports to determine agent call handling improvements. The book is full of tips and ideas gleaned from site visits to contact centers. In addition, the authors include verbatim suggestions from contact center coaches detailing their advice on what works and what doesn't work in dealing with agent improvement initiatives.
Price: $49.00 Contact Center Agents
- This is a book focused on one of the most important and least understood jobs in a contact center, namely, coaching the front-line agent. In preparing the materials for the book, the authors interview successful coaches and spent time watching them using call evaluation reports to determine agent call handling improvements. The book is full of tips and ideas gleaned from site visits to contact centers. In addition, the authors include verbatim suggestions from contact center coaches detailing their advice on what works and what doesn't work in dealing with agent improvement initiatives.
Price: $49.00 Contact Center Agents
- This is a book focused on one of the most important and least understood jobs in a contact center, namely, coaching the front-line agent. In preparing the materials for the book, the authors interview successful coaches and spent time watching them using call evaluation reports to determine agent call handling improvements. The book is full of tips and ideas gleaned from site visits to contact centers. In addition, the authors include verbatim suggestions from contact center coaches detailing their advice on what works and what doesn't work in dealing with agent improvement initiatives.
Price: $49.00 Contact Center Agents
- This is a book focused on one of the most important and least understood jobs in a contact center, namely, coaching the front-line agent. In preparing the materials for the book, the authors interview successful coaches and spent time watching them using call evaluation reports to determine agent call handling improvements. The book is full of tips and ideas gleaned from site visits to contact centers. In addition, the authors include verbatim suggestions from contact center coaches detailing their advice on what works and what doesn't work in dealing with agent improvement initiatives.
Price: $49.00 |
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| $49.00 |
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| Contact Center Management |
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 Contact Center Management
- With the ever increasing complexity of multi-channel customer contact handling, it is significant that this book addresses the challenges of managing such a contact center comprised of customer service agents, documented workflow processes, and enabling technology. Integrated reporting of calls, e-mails, Web-chat, and Web self-service becomes key.
The authors have written a very practical guide to managing a customer contact center "by the numbers." In contrast to most other departments in a company, the contact center has a constant flow of available performance metrics that are critical for the manager to use in making real-time decisions. The challenge is always what action to take when the "numbers change," and what remedies are best suited for specific performance gaps.
Price: $32.95 Contact Center Management
- With the ever increasing complexity of multi-channel customer contact handling, it is significant that this book addresses the challenges of managing such a contact center comprised of customer service agents, documented workflow processes, and enabling technology. Integrated reporting of calls, e-mails, Web-chat, and Web self-service becomes key.
The authors have written a very practical guide to managing a customer contact center "by the numbers." In contrast to most other departments in a company, the contact center has a constant flow of available performance metrics that are critical for the manager to use in making real-time decisions. The challenge is always what action to take when the "numbers change," and what remedies are best suited for specific performance gaps.
Price: $32.95 Contact Center Management
- With the ever increasing complexity of multi-channel customer contact handling, it is significant that this book addresses the challenges of managing such a contact center comprised of customer service agents, documented workflow processes, and enabling technology. Integrated reporting of calls, e-mails, Web-chat, and Web self-service becomes key.
The authors have written a very practical guide to managing a customer contact center "by the numbers." In contrast to most other departments in a company, the contact center has a constant flow of available performance metrics that are critical for the manager to use in making real-time decisions. The challenge is always what action to take when the "numbers change," and what remedies are best suited for specific performance gaps.
Price: $32.95 Contact Center Management
- With the ever increasing complexity of multi-channel customer contact handling, it is significant that this book addresses the challenges of managing such a contact center comprised of customer service agents, documented workflow processes, and enabling technology. Integrated reporting of calls, e-mails, Web-chat, and Web self-service becomes key.
The authors have written a very practical guide to managing a customer contact center "by the numbers." In contrast to most other departments in a company, the contact center has a constant flow of available performance metrics that are critical for the manager to use in making real-time decisions. The challenge is always what action to take when the "numbers change," and what remedies are best suited for specific performance gaps.
Price: $32.95 |
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| $32.95 |
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| Customer Service at a Crossroads By: Matt McConnell and Dr. Jon Anton |
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 Customer Service at a Crossroads By: Matt McConnell and Dr. Jon Anton -
By consistently delivering information about products, services and information to customer service agents, based on their individual skill levels - at the right time in the right way, organizations are also delivering a consistent, clear understanding of corporate objectives and vision. The result: thousands of customer interactions that delight the customer and improve retention as well as corporate profitability. Optimizing agent performance can quickly deliver incredible returns beyond customer loyalty. That is what this book is all about.
Price: $15.95 Customer Service at a Crossroads By: Matt McConnell and Dr. Jon Anton -
By consistently delivering information about products, services and information to customer service agents, based on their individual skill levels - at the right time in the right way, organizations are also delivering a consistent, clear understanding of corporate objectives and vision. The result: thousands of customer interactions that delight the customer and improve retention as well as corporate profitability. Optimizing agent performance can quickly deliver incredible returns beyond customer loyalty. That is what this book is all about.
Price: $15.95 Customer Service at a Crossroads By: Matt McConnell and Dr. Jon Anton -
By consistently delivering information about products, services and information to customer service agents, based on their individual skill levels - at the right time in the right way, organizations are also delivering a consistent, clear understanding of corporate objectives and vision. The result: thousands of customer interactions that delight the customer and improve retention as well as corporate profitability. Optimizing agent performance can quickly deliver incredible returns beyond customer loyalty. That is what this book is all about.
Price: $15.95 Customer Service at a Crossroads By: Matt McConnell and Dr. Jon Anton -
By consistently delivering information about products, services and information to customer service agents, based on their individual skill levels - at the right time in the right way, organizations are also delivering a consistent, clear understanding of corporate objectives and vision. The result: thousands of customer interactions that delight the customer and improve retention as well as corporate profitability. Optimizing agent performance can quickly deliver incredible returns beyond customer loyalty. That is what this book is all about.
Price: $15.95 |
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| $15.95 |
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| e-Business Customer Service "The Need for Quality Assessment" By: Dr. Jon Anton and Dr. Michael Hoeck |
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 e-Business Customer Service "The Need for Quality Assessment" By: Dr. Jon Anton and Dr. Michael Hoeck - With the advent of e-business technology, we suddenly find ourselves with completely different customer service channels. The old paradigms are gone forever. This books details how to measure and manage e-business customer service. The book describes the key performance indicators for these new channels, and it describes how to manage by these new rules of engagement with specific metrics. Managing customer service in this \"new age\" is different, it is challenging, and it is impossible to migrate from the old to the new without reading this book.
Price: $44.00 e-Business Customer Service "The Need for Quality Assessment" By: Dr. Jon Anton and Dr. Michael Hoeck - With the advent of e-business technology, we suddenly find ourselves with completely different customer service channels. The old paradigms are gone forever. This books details how to measure and manage e-business customer service. The book describes the key performance indicators for these new channels, and it describes how to manage by these new rules of engagement with specific metrics. Managing customer service in this \"new age\" is different, it is challenging, and it is impossible to migrate from the old to the new without reading this book.
Price: $44.00 e-Business Customer Service "The Need for Quality Assessment" By: Dr. Jon Anton and Dr. Michael Hoeck - With the advent of e-business technology, we suddenly find ourselves with completely different customer service channels. The old paradigms are gone forever. This books details how to measure and manage e-business customer service. The book describes the key performance indicators for these new channels, and it describes how to manage by these new rules of engagement with specific metrics. Managing customer service in this \"new age\" is different, it is challenging, and it is impossible to migrate from the old to the new without reading this book.
Price: $44.00 e-Business Customer Service "The Need for Quality Assessment" By: Dr. Jon Anton and Dr. Michael Hoeck - With the advent of e-business technology, we suddenly find ourselves with completely different customer service channels. The old paradigms are gone forever. This books details how to measure and manage e-business customer service. The book describes the key performance indicators for these new channels, and it describes how to manage by these new rules of engagement with specific metrics. Managing customer service in this \"new age\" is different, it is challenging, and it is impossible to migrate from the old to the new without reading this book.
Price: $44.00 |
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| $44.00 |
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| Enabling IVR Self-Service with Speech Recognition |
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 Enabling IVR Self-Service with Speech Recognition - Everyone is talking about speech recognition and its many applications. The hype is loud and clear. However, in reality, most contact center practitioners are still on the sidelines watching and waiting to hear more about the success stories and the realistic applications of this marvelous new technology. In this book, the authors report on actual case studies where speech recognition has been successfully applied to enable self-service through the IVR. Readers will learn: a) who the major players are in speech recognition, b) how to determine what applications are best suited for speech recognition, c) what results they can expect from speech recognition implementations, d) which companies have successfully applied speech recognition, and e) where they will find the biggest financial pay-back for speech recognition.
Price: $34.95 Enabling IVR Self-Service with Speech Recognition - Everyone is talking about speech recognition and its many applications. The hype is loud and clear. However, in reality, most contact center practitioners are still on the sidelines watching and waiting to hear more about the success stories and the realistic applications of this marvelous new technology. In this book, the authors report on actual case studies where speech recognition has been successfully applied to enable self-service through the IVR. Readers will learn: a) who the major players are in speech recognition, b) how to determine what applications are best suited for speech recognition, c) what results they can expect from speech recognition implementations, d) which companies have successfully applied speech recognition, and e) where they will find the biggest financial pay-back for speech recognition.
Price: $34.95 Enabling IVR Self-Service with Speech Recognition - Everyone is talking about speech recognition and its many applications. The hype is loud and clear. However, in reality, most contact center practitioners are still on the sidelines watching and waiting to hear more about the success stories and the realistic applications of this marvelous new technology. In this book, the authors report on actual case studies where speech recognition has been successfully applied to enable self-service through the IVR. Readers will learn: a) who the major players are in speech recognition, b) how to determine what applications are best suited for speech recognition, c) what results they can expect from speech recognition implementations, d) which companies have successfully applied speech recognition, and e) where they will find the biggest financial pay-back for speech recognition.
Price: $34.95 Enabling IVR Self-Service with Speech Recognition - Everyone is talking about speech recognition and its many applications. The hype is loud and clear. However, in reality, most contact center practitioners are still on the sidelines watching and waiting to hear more about the success stories and the realistic applications of this marvelous new technology. In this book, the authors report on actual case studies where speech recognition has been successfully applied to enable self-service through the IVR. Readers will learn: a) who the major players are in speech recognition, b) how to determine what applications are best suited for speech recognition, c) what results they can expect from speech recognition implementations, d) which companies have successfully applied speech recognition, and e) where they will find the biggest financial pay-back for speech recognition.
Price: $34.95 |
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| $34.95 |
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| From Cost to Profit Center: How Technology Enables the DifferenceBy: Dr. Jon Anton and R. Scott Davis |
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 From Cost to Profit Center: How Technology Enables the DifferenceBy: Dr. Jon Anton and R. Scott Davis - This book is a series of case studies in which we collected performance metrics before and after implementation of specific technology solutions for call centers. In each case study we saw varying levels of improvement, and were then able to quantify the financial impact in terms of ROI, and in some cases, in terms of earnings per share. For call center managers contemplating the addition of new call center technology, this book will be an asset for better understanding the impact of technology in enabling higher performance.
Price: $44.95 From Cost to Profit Center: How Technology Enables the DifferenceBy: Dr. Jon Anton and R. Scott Davis - This book is a series of case studies in which we collected performance metrics before and after implementation of specific technology solutions for call centers. In each case study we saw varying levels of improvement, and were then able to quantify the financial impact in terms of ROI, and in some cases, in terms of earnings per share. For call center managers contemplating the addition of new call center technology, this book will be an asset for better understanding the impact of technology in enabling higher performance.
Price: $44.95 From Cost to Profit Center: How Technology Enables the DifferenceBy: Dr. Jon Anton and R. Scott Davis - This book is a series of case studies in which we collected performance metrics before and after implementation of specific technology solutions for call centers. In each case study we saw varying levels of improvement, and were then able to quantify the financial impact in terms of ROI, and in some cases, in terms of earnings per share. For call center managers contemplating the addition of new call center technology, this book will be an asset for better understanding the impact of technology in enabling higher performance.
Price: $44.95 From Cost to Profit Center: How Technology Enables the DifferenceBy: Dr. Jon Anton and R. Scott Davis - This book is a series of case studies in which we collected performance metrics before and after implementation of specific technology solutions for call centers. In each case study we saw varying levels of improvement, and were then able to quantify the financial impact in terms of ROI, and in some cases, in terms of earnings per share. For call center managers contemplating the addition of new call center technology, this book will be an asset for better understanding the impact of technology in enabling higher performance.
Price: $44.95 |
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| $44.95 |
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| Integrating People with Process and Technology By: Dr. Jon Anton, Dr. Natalie L. Petouhoff, and Lisa M. Schwartz |
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 Integrating People with Process and Technology By: Dr. Jon Anton, Dr. Natalie L. Petouhoff, and Lisa M. Schwartz - This book contains valuable information regarding the "people" side of technology initiatives. Many companies buy the best hardware and software, and spend thousands of dollars implementing technology only to find out that the employees resist the changes, and do not fully adopt the new, and possibly, improved processes. By understanding how to manage people during change, managers will see a much quicker ROI on their technology initiatives.
Price: $39.99 Integrating People with Process and Technology By: Dr. Jon Anton, Dr. Natalie L. Petouhoff, and Lisa M. Schwartz - This book contains valuable information regarding the "people" side of technology initiatives. Many companies buy the best hardware and software, and spend thousands of dollars implementing technology only to find out that the employees resist the changes, and do not fully adopt the new, and possibly, improved processes. By understanding how to manage people during change, managers will see a much quicker ROI on their technology initiatives.
Price: $39.99 Integrating People with Process and Technology By: Dr. Jon Anton, Dr. Natalie L. Petouhoff, and Lisa M. Schwartz - This book contains valuable information regarding the "people" side of technology initiatives. Many companies buy the best hardware and software, and spend thousands of dollars implementing technology only to find out that the employees resist the changes, and do not fully adopt the new, and possibly, improved processes. By understanding how to manage people during change, managers will see a much quicker ROI on their technology initiatives.
Price: $39.99 Integrating People with Process and Technology By: Dr. Jon Anton, Dr. Natalie L. Petouhoff, and Lisa M. Schwartz - This book contains valuable information regarding the "people" side of technology initiatives. Many companies buy the best hardware and software, and spend thousands of dollars implementing technology only to find out that the employees resist the changes, and do not fully adopt the new, and possibly, improved processes. By understanding how to manage people during change, managers will see a much quicker ROI on their technology initiatives.
Price: $39.99 |
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| $39.99 |
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| Managing Web-Based Customer Experiences: Self-Service Integrated with Assisted-service By: Dr. Jon Anton and Mike Murphy |
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 Managing Web-Based Customer Experiences: Self-Service Integrated with Assisted-service By: Dr. Jon Anton and Mike Murphy - The time to grow your call center into a multi-channel customer contact center is now. This book has the power to help you increase customer satisfaction through the implementation of Web self-service. The value of this book can be calculated in terms of calls deflected from your call center, increased customer retention, an ultimately in a healthy return on your investment. In this book, the authors take you step-by-step through the best practices that lead to a successful self and assisted-service strategy. Please note - cover subject to change.
Price: $35.95 Managing Web-Based Customer Experiences: Self-Service Integrated with Assisted-service By: Dr. Jon Anton and Mike Murphy - The time to grow your call center into a multi-channel customer contact center is now. This book has the power to help you increase customer satisfaction through the implementation of Web self-service. The value of this book can be calculated in terms of calls deflected from your call center, increased customer retention, an ultimately in a healthy return on your investment. In this book, the authors take you step-by-step through the best practices that lead to a successful self and assisted-service strategy. Please note - cover subject to change.
Price: $35.95 Managing Web-Based Customer Experiences: Self-Service Integrated with Assisted-service By: Dr. Jon Anton and Mike Murphy - The time to grow your call center into a multi-channel customer contact center is now. This book has the power to help you increase customer satisfaction through the implementation of Web self-service. The value of this book can be calculated in terms of calls deflected from your call center, increased customer retention, an ultimately in a healthy return on your investment. In this book, the authors take you step-by-step through the best practices that lead to a successful self and assisted-service strategy. Please note - cover subject to change.
Price: $35.95 Managing Web-Based Customer Experiences: Self-Service Integrated with Assisted-service By: Dr. Jon Anton and Mike Murphy - The time to grow your call center into a multi-channel customer contact center is now. This book has the power to help you increase customer satisfaction through the implementation of Web self-service. The value of this book can be calculated in terms of calls deflected from your call center, increased customer retention, an ultimately in a healthy return on your investment. In this book, the authors take you step-by-step through the best practices that lead to a successful self and assisted-service strategy. Please note - cover subject to change.
Price: $35.95 |
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| $35.95 |
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| Marketing Sucks! (and Sales, Too!) By: Fred Janssen, Tom Marx and Tom Herndon |
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 Marketing Sucks! (and Sales, Too!) By: Fred Janssen, Tom Marx and Tom Herndon - Time-and-time again, great ideas become less effective, the marketing department
Price: $25.99 Marketing Sucks! (and Sales, Too!) By: Fred Janssen, Tom Marx and Tom Herndon - Time-and-time again, great ideas become less effective, the marketing department
Price: $25.99 Marketing Sucks! (and Sales, Too!) By: Fred Janssen, Tom Marx and Tom Herndon - Time-and-time again, great ideas become less effective, the marketing department
Price: $25.99 Marketing Sucks! (and Sales, Too!) By: Fred Janssen, Tom Marx and Tom Herndon - Time-and-time again, great ideas become less effective, the marketing department
Price: $25.99 |
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| $25.99 |
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| Optimizing Outbound Calling By: Dr. Jon Anton and Alex G. Demczak |
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 Optimizing Outbound Calling By: Dr. Jon Anton and Alex G. Demczak - The content of the book is organized in such a way as to assist the reader in understanding the complete end-to-end process of automated outbound call dialing. Specifically, the reader will find the following steps described in detail: a) preparing a needs assessment, b) selecting and contracting a predictive dialer supplier, c) implementing a predictive dialer solution, d) applying change management principles to ensure "buy-in" by existing agents, d) handling and using dialer reports, and finally, e) benchmarking dialer improvements to ensure attaining the anticipated ROI.
Mosaix User Group special price of $24.99 (use promo code MUG)
Price: $39.99 Optimizing Outbound Calling By: Dr. Jon Anton and Alex G. Demczak - The content of the book is organized in such a way as to assist the reader in understanding the complete end-to-end process of automated outbound call dialing. Specifically, the reader will find the following steps described in detail: a) preparing a needs assessment, b) selecting and contracting a predictive dialer supplier, c) implementing a predictive dialer solution, d) applying change management principles to ensure "buy-in" by existing agents, d) handling and using dialer reports, and finally, e) benchmarking dialer improvements to ensure attaining the anticipated ROI.
Mosaix User Group special price of $24.99 (use promo code MUG)
Price: $39.99 Optimizing Outbound Calling By: Dr. Jon Anton and Alex G. Demczak - The content of the book is organized in such a way as to assist the reader in understanding the complete end-to-end process of automated outbound call dialing. Specifically, the reader will find the following steps described in detail: a) preparing a needs assessment, b) selecting and contracting a predictive dialer supplier, c) implementing a predictive dialer solution, d) applying change management principles to ensure "buy-in" by existing agents, d) handling and using dialer reports, and finally, e) benchmarking dialer improvements to ensure attaining the anticipated ROI.
Mosaix User Group special price of $24.99 (use promo code MUG)
Price: $39.99 Optimizing Outbound Calling By: Dr. Jon Anton and Alex G. Demczak - The content of the book is organized in such a way as to assist the reader in understanding the complete end-to-end process of automated outbound call dialing. Specifically, the reader will find the following steps described in detail: a) preparing a needs assessment, b) selecting and contracting a predictive dialer supplier, c) implementing a predictive dialer solution, d) applying change management principles to ensure "buy-in" by existing agents, d) handling and using dialer reports, and finally, e) benchmarking dialer improvements to ensure attaining the anticipated ROI.
Mosaix User Group special price of $24.99 (use promo code MUG)
Price: $39.99 |
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| $39.99 |
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| Displaying 1 to 20 (of 20 products) |
Result Pages: 1 |
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