Table of Contents
Introduction 1
Part I: From the Ground Up: An Overview of the Call Center 7
Chapter 1: A First Look at Call Centers 9
Chapter 2: Business Basics: Models and Drivers and Goals, Oh My! 19
Chapter 3: Developing the Cast of Characters 43
Chapter 4: Building a Call Center of Your Own 65
Chapter 5: Choosing the Outsourcing Option 85
Part II: The Master Plan: Finance, Analysis, and Resource Management 107
Chapter 6: Analyze This! 109
Chapter 7: Right People, Right Place, Right Time: Resource Management 143
Chapter 8: Call Center Scheduling: Not As Simple As 1, 2, 3 157
Part III: Making Life Better with Technology 185
Chapter 9: An Introduction to Call Center Technology 187
Chapter 10: Technological Enhancements: Getting the Newest and Coolest Stuff 209
Chapter 11: Using Home Agents 221
Part IV: Creating High-Performance Teams 241
Chapter 12: Hiring and Training 243
Chapter 13: Creating a Coaching Culture 257
Chapter 14: Creating a Motivated Workforce 265
Part V: Ensuring Continuous Improvement 281
Chapter 15: The Power of Process Improvement 283
Chapter 16: Mastering Change in Your Organization 299
Chapter 17: Quality-Control Programs and Certifications 313
Part VI: The Part of Tens 321
Chapter 18: Ten Ways to Improve Agents’ Job Satisfaction 323
Chapter 19: Ten Questions Every Call Center Manager Should Answer 329
Chapter 20: Almost Ten Ways to Decrease Call Center Costs and Increase Efficiency 335
Appendix A: Key Call Center Definitions and Concepts 341
Appendix B: Call Center Support Services 349
Index 353
