Gower Handbook of Call and Contact Centre Management

Abstract

Contents: List of figures List of tables Notes on contributors Foreword, Anne-Marie Forsyth Introduction, Natalie Calvert Acknowledgements, Natalie Calvert. Part I The Business Plan: Vision and strategy, Rob Pike Putting the customer at the heart of your contact centre, David Rance Financial planning and budgeting, Tony McSweeney The contact centre environment, Clive McAfee Case study: intelligent finance, Jim Spowart. Part II The People Factor: The contact centre manager, Cheryl Black The role of the team leader, Angela Hunter Coaching, Archie Shevlin Recruiting the right teams, Kai McCabe Building a training and development strategy, Sally Pollock et al Performance management, Michael Esau Working conditions, Donald MacDonald Retaining staff, Greg Wilkie. Part III Contact Centre Technology: Contact centre technology in context, Steve Pink The history of call distribution, John Taylor Convergence of voice and data, David Mackenzie From call to contact centre, Markus Recker Predictive dialling summary, Colin Chave Automated call handling, Caroline Griffiths Integrated messaging into the customer contact centre, Andy Barker Customer management in practice, Dave Howard Self-service, Peter McCarthy Quality management: technology perspective, Paul Smedley and John Wilkinson. Part IV Standards, Processes and Outsourcing: The CCA standard framework, Colin MacKay Developing customer-centric processes, Stephen Parry Workforce management process, Simon Priestley Resource management, Carol Borghesi Quality monitoring and service improvement, Costas Johnson Outsourcing, Mike Havard. Part V Building Profitable Customer Relationships: Creating profitable customer interactions, David Seccombe The inside-sales force, Richard Stollery High-impact telemarketing, Fabienne Tyler Managing campaigns, Laurin McDonald et al. Part VI The Future: The information revolution, Graham Whitehead Preparing for tomorrow's customer, Melanie Howard. Glossary Useful addresses Index.