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Call Center Continuity Planning
Af: Jim (Consultant Rowan, Jim Rowan, Sharon Rowan Engelsk Paperback
SPAR
kr 178
Call Center Continuity Planning
Af: Jim (Consultant Rowan, Jim Rowan, Sharon Rowan Engelsk Paperback
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.
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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.
Produktdetaljer
Sprog: Engelsk
Sider: 442
ISBN-13: 9780367455736
Indbinding: Paperback
Udgave:
ISBN-10: 0367455730
Kategori: Specifik ledelse
Udg. Dato: 26 nov 2019
Længde: 31mm
Bredde: 214mm
Højde: 135mm
Oplagsdato: 26 nov 2019
Forfatter(e) Jim (Consultant Rowan, Jim Rowan, Sharon Rowan


Kategori Specifik ledelse


Sprog Engelsk


Indbinding Paperback


Sider 442


Udgave


Længde 31mm


Bredde 214mm


Højde 135mm

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