Name: Call Center Continuity Planning (en Inglés)
Price: 52.97 USD
Availability: InStock
Author: Jim Rowan; Sharon Rowan
ISBN: 9780367455736

portada Call Center Continuity Planning (en Inglés)

Formato

Libro Físico

Editorial

Auerbach Publications

Autor

Jim Rowan; Sharon Rowan

Año

2019

Idioma

Inglés

N° páginas

444

Encuadernación

Tapa Blanda

ISBN13

9780367455736

N° edición

Categorías

Atención al cliente

Call Center Continuity Planning (en Inglés)

Jim Rowan; Sharon Rowan (Autor) · Auerbach Publications · Tapa Blanda

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Origen: Estados Unidos (Costos de importación incluídos en el precio)

Se enviará desde nuestra bodega entre el Viernes 19 de Julio y el Miércoles 31 de Julio.

Lo recibirás en cualquier lugar de Ecuador entre 1 y 3 días hábiles luego del envío.

Reseña del libro "Call Center Continuity Planning (en Inglés)"

A disruption in your call center operation can conceivably cost you hundreds of thousands of dollars. And multiple disruptions can cost in the millions. Call Center Continuity Planning shows you how to plan for - and avoid - service interruptions through disasters large and small. This book will show you how to deal with everything from power outages to major hurricanes. Should you use external Call Volume Management (CVM) solutions such as pre-established procedures for disaster call routing? Or, should you use internal solutions such as planning for a company cold site, virtual call center, or use of the excess capacity of your other call center during emergency?What about managing call volumes to cope with non-emergency seasonal or time of day peaks? Can you use your call centers minimum daily overflow of calls as a benefit rather than a problem? What is involved in contracting to outsource call handling to another call center in terms of effectiveness, expertise, technology, and human resources - and what advanced call processing techniques are available?Call Center Continuity Planning answers all these questions and more. It also provides detailed information on the concept of CVM, that treats the volume of calls as a fluid, that can be channeled from one place to another via computer-managed switching. Your Call Volume Management system acts like a series of aqueducts to manage the floodwaters of incoming calls before your call-takers are swept away.