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Book Reviews Gower Handbook of Call and Contact Centre Management Edited by Natalie Calvert Gower, 2004; softback; £75; ISBN: 0566085380

Reference work

Evolution from call centre to contact centre

Clear methodologies for professional managers

Technology strategy

This handbook is a reference work on modern contact centre management, with contributions by leading experts and practitioners on different sections. It is clearly aimed at managers with an understanding of the basics of contact centre management — indeed, the advice and guidance in this book are very much geared towards ‘value add’ and moving the contact centre from operational to excellent. This book is definitely not Call Centres for Dummies — but it is an intelligent, forward-thinking tool for the relatively or newly experienced professional who wants to optimise contact centre performance and efficiency. The book was written to support the evolution of contact centres from simple call-handling centres to multimedia, customer-experience contact centres, and takes seriously the pressures and demands put on contact centre managers today and in the near future. It was designed as a ‘handy, must-have guide’ to support successful management of the contact centre and demystify the myriad of responsibilities, tools and processes that make up today’s contact centre environment. The content covers all areas of contact centre planning, operation, management and technology, and there is much emphasis on customer and employee satisfaction — such as the focus on qualitative indicators of a ‘good’ call centre and creating a culture where good practice can flourish. The book covers day-to-day management plus important disciplines of coaching, recruiting, training, performance management, retention, scheduling and forecasting. Each of these sections is supported by clear methodologies and seems to be aimed truly at a professional manager who is trying to combine the commitments of efficiency, customer satisfaction and employee retention. There is clear and appropriate guidance on how different KPIs should be adopted according to the type of organisation, which is useful as a checklist, and there is an excellent section on how to undertake financial planning and present the ‘budget requirement’ business case for the contact centre to the corporate sponsor — undoubtedly useful to most contact centre managers! The book generally contains a considerable amount of key practical guidelines with examples and clear methodologies. Having covered the basics, the book moves up a gear with a welldelivered and coherent section on contact centre technology — its background and current and potential applications — and offers useful guidelines for developing a technology strategy. The book then covers campaign management, in an easy-to-digest methodology format, and includes sample project plans, advice on modelling and data management

& H E N R Y S T E W A R T P U B L I C AT I O N S 1 4 7 8 - 0 8 4 4 ( 2 0 0 5 ) V O L . 7 N O . 1 PP 97–101.

Journal of Direct, Data and Digital

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