November 2010
Beginner
280 pages
6h 49m
English
Content preview from The Secrets of Success in Marketing
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66 PART 1 Closer to your customers: the true measure of success
decided well in advance, making it difficult to respond
quickly to unexpected events. On the one hand, allocating
contact centre staff conservatively can lead to poor service
when traffic spikes. As queue times rise, customers become
frustrated, and companies experience high levels of aban-
doned calls. On the other hand, over-scheduling the number
of staff raises costs.
Another challenge is to match different contact centre
tasks to individual staff capabilities. Some customer contact
staff are expert at handling inbound calls, while others are
equally comforta
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.