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reok5i|
Find a path to becoming a Contact Center. Learn more at:
OpenCourser.com/topic/reok5i/contact
Reading list
We've selected 12 books
that we think will supplement your
learning. Use these to
develop background knowledge, enrich your coursework, and gain a
deeper understanding of the topics covered in
Contact Center.
Provides a comprehensive overview of the contact center industry and discusses the latest trends and technologies.
Provides a comprehensive overview of contact center management, covering topics such as staffing, scheduling, quality assurance, and performance measurement.
Practical guide to designing and implementing a contact center, covering topics such as capacity planning, technology selection, and staffing.
Practical guide to developing and using contact center metrics, KPIs, and reports to improve performance.
Discusses the latest trends and technologies in call center management and provides advice on how to adapt to the changing landscape.
Provides a comprehensive guide to contact center training, covering topics such as needs assessment, curriculum development, and delivery.
Provides a comprehensive guide to contact center workforce management, covering topics such as forecasting, scheduling, and performance management.
Provides a comprehensive overview of customer experience management and discusses how to develop and implement a customer-centric strategy.
Provides a step-by-step guide to developing and using contact center metrics to improve performance.
Provides a comprehensive guide to contact center management, covering topics such as strategy, operations, and technology.
Provides a comprehensive guide to contact center performance management, covering topics such as metrics, targets, and rewards.
Provides a collection of case studies from contact centers that have successfully implemented best practices.
For more information about how these books relate to this course, visit:
OpenCourser.com/topic/reok5i/contact
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