Navigating The Customer Contact Center In The 21st Century

Navigating the Customer Contact Center in the 21st Century : A Technology and Management Guide is a must have book for any supervisor, manager or business executive who has responsibility for the creation and successful operation of modern, multi-media customer contact centers. This book guides you through the new forms of communication such as e-mail and the Internet and how it has altered the call center into the customer contact center. Features include: detailed instructions on how to use technology and manage the contact center using reports produced by nearly any system -- complex technology issues are written in easy-to-understand text; an entire dictionary of commonly used words, phrases, abbreviations and acronyms; why e-mail and website support are the two Internet, multi-media applications that will impact all call centers -- learn their technology and processes; new performance metrics associated with new multi-media transactions; how to transform difficult-to-understand ACD reports into motivational and informative charts/graphs; how the Internet and public switched network works; how wireless communications will impact the customer contact center; the importance of workforce management software in blended, multi-media environments; techniques to ensure that motivational contests and awards are the greatest benefit to the team; and much, much more! - Back cover.

Complete coverage of the critical issues to set up, manage and efficiently maintain a call center.

Get the most out of ACDs (automatic call distributors) and other complex systems in order to boost customer satisfaction and increase sales Includes three ready to use RFPs (request for proposals) for buying an ACD, computer telephony system, or recording

Covers the latest developments in PNT technologies, including integrated satellite navigation, sensor systems, and civil applications Featuring sixty-four chapters that are divided into six parts, this two-volume work provides comprehensive coverage of the state-of-the-art in satellite-based position, navigation, and timing (PNT) technologies and civilian applications. It also examines alternative navigation technologies based on other signals-of-opportunity and sensors and offers a comprehensive treatment on integrated PNT systems for consumer and commercial applications. Volume 1 of Position, Navigation, and Timing Technologies in the 21st Century: Integrated Satellite Navigation, Sensor Systems, and Civil Applications contains three parts and focuses on the satellite navigation systems, technologies, and engineering and scientific applications. It starts with a historical perspective of GPS development and other related PNT development. Current global and regional navigation satellite systems (GNSS and RNSS), their inter-operability, signal quality monitoring, satellite orbit and time synchronization, and ground- and satellite-based augmentation systems are examined. Recent progresses in satellite navigation receiver technologies and challenges for operations in multipath-rich urban environment, in handling spoofing and interference, and in ensuring PNT integrity are addressed. A section on satellite navigation for engineering and scientific applications finishes off the volume. Volume 2 of Position, Navigation, and Timing Technologies in the 21st Century: Integrated Satellite Navigation, Sensor Systems, and Civil Applications consists of three parts and addresses PNT using alternative signals and sensors and integrated PNT technologies for consumer and commercial applications. It looks at PNT using various radio signals-of-opportunity, atomic clock, optical, laser, magnetic field, celestial, MEMS and inertial sensors, as well as the concept of navigation from Low-Earth Orbiting (LEO) satellites. GNSS-INS integration, neuroscience of navigation, and animal navigation are also covered. The volume finishes off with a collection of work on contemporary PNT applications such as survey and mobile mapping, precision agriculture, wearable systems, automated driving, train control, commercial unmanned aircraft systems, aviation, and navigation in the unique Arctic environment. In addition, this text: Serves as a complete reference and handbook for professionals and students interested in the broad range of PNT subjects Includes chapters that focus on the latest developments in GNSS and other navigation sensors, techniques, and applications Illustrates interconnecting relationships between various types of technologies in order to assure more protected, tough, and accurate PNT Position, Navigation, and Timing Technologies in the 21st Century: Integrated Satellite Navigation, Sensor Systems, and Civil Applications will appeal to all industry professionals, researchers, and academics involved with the science, engineering, and applications of position, navigation, and timing technologies. pnt21book.com

Written by authorities on the call center industry, this book brings to light the strategic importance of call centers in today's business world. As interactions with customers move away from person-to-person the call center is becoming a vital force for corporate marketing and communication.

What you need to know to engineer the global service economy. As customers and service providers create new value through globally interconnected service enterprises, service engineers are finding new opportunities to innovate, design, and manage the service operations and processes of the new service-based economy. Introduction to Service Engineering provides the tools and information a service engineer needs to fulfill this critical new role. The book introduces engineers as well as students to the fundamentals of the theory and practice of service engineering, covering the characteristics of service enterprises, service design and operations, customer service and service quality, web-based services, and innovations in service systems. Readers explore such key aspects of service engineering as: The role of service science in developing a smarter planet Service enterprises, including: enterprise value creation, architecture of service organizations, service enterprise modeling, and the application of methods of systems engineering to services Service design, including collaborative e-service systems and the new service development process Service operations and management, including service call centers Service quality, from design operations to customer relations Web-based services and technology in the global e-organization Innovation in service systems from service engineering to integrative solutions, service-oriented architecture solutions, and technology transfer streams With chapters written by fifty-seven specialists and edited by bestselling authors Gavriel Salvendy and Waldemar Karwowski, Introduction to Service Engineering uses numerous examples, problems, and real-world case studies to help readers master the knowledge and the skills required to succeed in service engineering.

Leadership needs to go beyond what one does to achieve a particular goal or objective, fi nancial or otherwise, or what one does to direct others to achieve them. To effectively lead an organization today, you must be like the navigators of old, watching for ever-changing winds and keeping an eye on the compass while you look out for shoals, yet always recognizing you’re a part of the crew. How do you become such a person?

The Principles of Fire and Emergency Services Administration, Second Edition provides in-depth information needed to be a successful company officer, battalion, commander, deputy chief or chief executive officer, providing the necessary base curriculum to meet the FESHE requirements.