Desk & Support Center
You have some great ideas for how to increase the efficiency and quality of your call center. But before committing to some big investments, upper management wants to know which of your ideas and programs will have the greatest impact - in order. Will it be the new IVR technology? Offering customer support over the web? Providing additional training to CSR's? Combining multiple call centers? Outsourcing? Constructing more elaborate routing systems that route calls to specialists? Is there anyway to know?
Yes, there is. You can predict the impact of any of your intended performance improvements - or all of them - using simulation modeling techniques and tools.
If you have a complex call center, investing money in simulation tools, and investing your time in simulation modeling, can result in enormous performance and customer satisfaction gains for your company. This book discusses how and why you should consider making the move to this next level of call center management. Also provided is guidance on how to build a business case for acquiring simulation technology, how to select a simulation tool, and what factors to consider for your RFP.
Even if you are not ready for simulation modeling right now, read this book. You'll be glad you know where the industry is headed and what tools will be available when the size, complexity, and increased investment in your organization's call center demands increased performance from you as a manager.
Table of Contents
The book concludes with a series of call center simulation case studies described by the actual users of call center simulation tools from a variety of industries and environments.
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Last modified January 9, 2012