The Resource Managing a Customer Contact Center., with Brad Cleveland, (online class)

Managing a Customer Contact Center., with Brad Cleveland, (online class)

Label
Managing a Customer Contact Center.
Title
Managing a Customer Contact Center.
Statement of responsibility
with Brad Cleveland
Creator
Contributor
Speaker
Subject
Language
eng
Summary
  • Learn how to leverage the new developments facing contact centers to set up your organization for maximum success. Identify the forces that make contact centers unique, learn how to plan your resources effectively to develop accurate forecasts, and use quality metrics to improve performance
  • Customer contact centers face a number of new developments: more channels, higher levels of complexity, and greater strategic value. In this course, customer strategy and management expert Brad Cleveland shows you how to leverage these developments to set up your organization for maximum success. He outlines the components of a customer access strategy and the forces that make contact centers unique: random workload arrival, the visible or invisible queue, and the seven factors of customer tolerance. He also helps you plan your resources effectively so you can develop accurate forecasts. Last, he demonstrates how to maximize the quality and value of your contact center and use existing quality metrics to improve center performance
Cataloging source
lynda.com
Characteristic
videorecording
http://library.link/vocab/creatorName
Cleveland, Brad
PerformerNote
Presenter: Brad Cleveland. Brad Cleveland is known globally as one of the foremost experts in customer strategy and management and omnichannel services. A sought-after consultant and speaker, he has worked in 45 states and over 60 countries, and his clients have included many of today's service leaders- Apple, American Express, USAA, Google, and others. He has also advised governments in the United States, Australia, Germany, Canada, and the United Kingdom. Brad has authored eight books and is the recipient of an Amazon.com best-selling award. His books and articles have been translated into over a dozen languages, and he has appeared in media ranging from the Wall Street Journal and the New York Times to NPR's All Things Considered and others. He has received numerous industry awards in the customer service field, and was nominated for the prestigious Computerworld Smithsonian 21st Century Pioneering Award. In May 2012, Brad was recipient of ICMI's Inaugural Lifetime Achievement Award. One of the initial partners in and former president and CEO of the International Customer Management Institute (ICMI), Brad grew the firm into a global industry leader that is now part of United Business Media (London: UBM.L). Today, he is a busy consultant, writer, and speaker. Brad lives in Sun Valley, Idaho, with his wife, Kirsten, and their daughter, Grace. He is a private pilot, enjoys skiing and mountain biking, and has logged an estimated five million miles in travel
http://library.link/vocab/relatedWorkOrContributorName
Lynda.com (Firm)
Runtime
91
Technique
live action
Label
Managing a Customer Contact Center., with Brad Cleveland, (online class)
Link
http://www.lynda.com/Management-tutorials/Managing-Customer-Contact-Center/497770-2.html?org=spokanelibrary.org&utm_source=marc
Instantiates
Publication
Copyright
Note
11/14/2016
Carrier category
online resource
Carrier MARC source
rdacarrier
Color
multicolored
Content category
two-dimensional moving image
Content type MARC source
rdacontent
Dimensions
unknown
Form of item
online
Media category
computer
Media MARC source
rdamedia
Reformatting quality
access
Sound
sound
Specific material designation
remote
System control number
LDC497770
System details
Latest version of the following browsers: Chrome, Safari,Firefox, or Internet Explorer. Adobe Flash Player Plugin. JavaScriptand cookies must be enabled. A broadband Internet connection
Label
Managing a Customer Contact Center., with Brad Cleveland, (online class)
Link
http://www.lynda.com/Management-tutorials/Managing-Customer-Contact-Center/497770-2.html?org=spokanelibrary.org&utm_source=marc
Publication
Copyright
Note
11/14/2016
Carrier category
online resource
Carrier MARC source
rdacarrier
Color
multicolored
Content category
two-dimensional moving image
Content type MARC source
rdacontent
Dimensions
unknown
Form of item
online
Media category
computer
Media MARC source
rdamedia
Reformatting quality
access
Sound
sound
Specific material designation
remote
System control number
LDC497770
System details
Latest version of the following browsers: Chrome, Safari,Firefox, or Internet Explorer. Adobe Flash Player Plugin. JavaScriptand cookies must be enabled. A broadband Internet connection
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