Cases in Call Center Management: Great Ideas (Th)at Work

Table of Contents Chapter 1 Introduction: Answering the Call for Customer Driven Quality: Overview of the Call Center Industry Chapter 2 At Any time ... From Anywhere ... in Any Form: The Emerging Customer Business Partnership Chapter 3 The Past, Present and Future of Customer Access Centers Chapter 4 What do Customers Expect When They Make the Call? Chapter 5 How to Learn from these Case Studies Section 1: Human Resource Management in Call Centers Chapter 6 Agent Recruitment (Randstad Callflex) Chapter 7 Personnel Recruitment (Viking Direct BV) Chapter 8 Agent Performance Assessment (Creative Labs) Chapter 9 Agent Performance Assessment (Vodafone) Chapter 10 Agent Training (Neckermann) Chapter 11 Agent Motivation (OHRA) Chapter 12 Contractual Issues (Interpolis) Chapter 13 "Attract a Friend". Connect with 000. Any Questions? The Quest for the Next Employee (Thomson Consumer Electronics) Chapter 14 Developing new Hires: The Mentor Program (Thomson Consumer Electronics) Chapter 15 I Don't Just Want a Job, I want a Future (Transcom) Chapter 16 Making Current CSRs Feel Good, Valued and Appreciated: Employee Appreciation Days (Thomson Consumer Electronics) Chapter 17 Realistic Job Previews: Cutting Turnover by 50% Chapter 18 The Culture of Heroics (Transcom) Chapter 19 Walk a Mile in MY Shoes: Executives Take a Turn at Being a CSR Chapter 20 "Walls to Calls in 60 Days" - but now do we get CSRs? (MicroAge) Chapter 21 Maybe We Want Them to Leave: Sometimes Turnover in Our Contact Centers is Good Chapter 22 A Different Culture and A Case of Low Turnover (SalesForce) Chapter 23 Role Stress in Call Centers: Its Effects on Employee Performance and Satisfaction Chapter 24 Call Center Staff with Special Needs Chapter 25 Listening Variables in Voice-to-voice Service Encounters: What Part of Listening Don't You Understand? Chapter 26 Voice-to-voice Service Encounters Section 2: Operational Management of Call Centers Chapter 27 Capacity Planning 1 (Hewlett Packard) Chapter 28 Capacity Planning 2 (Hewlett Packard) Chapter 29 Organizing for Capacity Planning (OTTO) Chapter 30 Outbound Call Response (R &M) Chapter 31 Quality Monitoring of Calls May Not Mean That The Caller is Satisfied (E-Talk) Chapter 32 I've Got That Old "IVR" Feeling (Unisys) Chapter 33 The Burden of E-mail (Internet Shopping Network) Chapter 34 Taking The Error Out: Web Based Customer Relationship Management (Thomson Consumer Electronics) Chapter 35 Controlling Your Call Volume and Call Time (Yellow Pages® Direct) Chapter 36 Customer Satisfaction and Call Centers in Australia Chapter 37 Private Insurance Call Center Sales (Phone Direct) Chapter 38 Capacity Forecasting (ABN-AMRO Bank) Section 3: Strategic Management of Call Centers Chapter 39 Location Analysis (Mercedes-Benz) Chapter 40 Service Quality Development (Robeco) Chapter 41 Customer Churn Management (Vodafone) Chapter 42 Call Customization (Robeco) Chapter 43 Autopsy of Customer Dissatisfaction Chapter 44 Call Center as Profit Center: Pay for Product Placement Chapter 45 Call Centers as Product Design Workshops (GE Answer Center) Chapter 46 Escalation of Customer Dissatisfaction: Identifying the Top Reasons and Creating Satisfied Customers Out of Consumers (GE Answer Center) Chapter 47 What is Caller Satisfaction Related To? Justifying Your Call Center (General Electric) Chapter 48 If the Phone Rings Everyone Answers It (Proflowers.com) Chapter 49 Infomediaries: The Next Revolution (Capital One) Chapter 50 One to One Publishing (AudienceOne) Chapter 51 1-800-Call-Before-You-Install: Proactive Customer Satisfaction Maintenance Chapter 52 Increasing the Share of the Customer, Not Simply Market Share (RCI) Chapter 53 The Call Center as Means of Creating Customer Loyalty (RCI) Chapter 54 The Case of The Priority Customer (Charles Schwab) Chapter 55 A Multilingual Call Center Service (Centrelink) Chapter 56 A Customer Loyalty Program (SalesForce) Chapter 57 Organizing for Call Center Quality (Mega Limburg) Chapter 58 Call Center Process Re-engineering (ANWB) Chapter 59 Call Re-engineering (National Emergency Number) Chapter 60 The Case for Benchmarking Your Call Center Section 4: Technology Issues Chapter 61 Immaculate Deception: The Unintended Negative Effects of the CRM Revolution Chapter 62 Call Center Automation: When Process Increases Mistakes and Delay, There is Only One Thing to Do (Accor Reservation Services) Chapter 63 Call Routing (CMG) Chapter 64 Database management (Scoot) Chapter 65 Keeping it Simple: Call Center Automation (Xerox) Chapter 66 Linking Australians to Government Services (Centrelink) Chapter 67 Call Center Queues for Minority Customers (Centrelink)