Item description for Excel for Call Centers (Excel for Professionals series) by Bill Jelen...
Using real-world examples and data to demonstrate and teach practical Excel skills, this book increases clarity of understanding and reduces the time needed to wade through the mountains of data generated every day in all call centers. The methods used include: forecasting call and work demand and capacity; agent tracking and monitoring; determining the number of people needed to handle a given number of calls, e-mails, or other work to meet service levels; creating reports that help manage and direct centers; and creating budgets that are accurate and viable. Both inbound and outbound campaign preparation and design are covered along with trend spotting, re-keying minimization, and episodic problem tracking. Readers of this handy manual will learn to see the big picture and present it to others with impact.
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Est. Packaging Dimensions: Length: 9.25" Width: 7.5" Height: 0.5" Weight: 0.5 lbs.
Release Date Apr 30, 2008
Publisher Holy Macro! Books
ISBN 1932802266 ISBN13 9781932802269
Availability 0 units.
More About Bill Jelen
Bill Jelen, Excel MVP and the host of MrExcel.com, has been using spreadsheets since 1985, and he launched the MrExcel.com website in 1998. Bill was a regular guest on Call for Help with Leo Laporte and has produced more than 1,900 episodes of his daily video podcast, Learn Excel from MrExcel. He is the author of 44 books about Microsoft Excel and writes the monthly Excel column for Strategic Finance magazine. Before founding MrExcel. com, Bill Jelen spent 12 years in the trenches--working as a financial analyst for finance, marketing, accounting, and operations departments of a $500 million public company. He lives in Merritt Island, Florida, with his wife, Mary Ellen. Tracy Syrstad is a Microsoft Excel developer and author of eight Excel books. She has been helping people with Microsoft Office issues since 1997, when she discovered free online forums where anyone could ask and answer questions. Tracy found out she enjoyed teaching others new skills, and when she began working as a developer, she was able to integrate the fun of teaching with one-on-one online desktop sharing sessions. Tracy lives on acreage in eastern South Dakota with her husband, one dog, two cats, one horse (two, hopefully soon), and a variety of wild foxes, squirrels, and rabbits.
Bill Jelen has published or released items in the following series...