Gower Handbook of Call and Contact Centre Management

Gower Handbook of Call and Contact Centre

Call centres and contact centres form an important and rapidly growing part of today's business world. They present a range of management challenges, from strategic decisions about how to develop a customer strategy, business planning, through to detailed considerations of staffing levels and appropriate technology. This new handbook, the first of its kind, provides a unique insight giving expert opinions on how to get the most out of your contact centre operations. Natalie Calvert, a specialist in the field, has brought together a team of 35 experienced practitioners who provide invaluable knowledge, share their experiences and draw on real-life examples to suggest practical solutions on a wide range of topics. This handbook is an indispensible guide and reference for call and contact centre managers, HR specialists and senior executives responsible for marketing, sales or customer services. The handbook is divided into six parts: I The business plan II The people factor III Contact centre technology IV Standards, processes, and outsourcing V Building profitable customer relationships VI The future.

  • ASIN: B0725NN9KR

Gower Handbook of Training and Development

Gower Handbook of Training and

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  • ASIN: 0566081229

Gower Handbook of Project Management

Gower Handbook of Project

This Handbook was the first APM Body of Knowledge Approved title for the Association for Project Management. Over the course of five editions, Gower Handbook of Project Management has become the definitive desk reference for project management practitioners. The Handbook gives an introduction to, and overview of, the essential knowledge required for managing projects. The team of expert contributors, selected to introduce the reader to the knowledge and skills required to manage projects, includes many of the most experienced and highly regarded international writers and practitioners. The Fifth Edition has been substantially restructured. All but two of the authors are new, reflecting the fast-changing and emerging perspectives on projects and their management. The four sections in the book describe: ¢ Projects, their context, value and how they are connected to organizational strategy; ¢ Performance: describing how to manage the delivery of the project, covering scope, quality, cost, time, resources, risk and sustainability ¢ Process: from start up to close down ¢ Portfolio: the project and its relationship to the organization The discrete nature of each chapter makes this Handbook a wonderful source of advice and background theory that is easy to consult. Gower Handb...

  • ASIN: B01ENQDGA2

Gower Handbook of People in Project Management (Project and Programme Management Practitioner Handbooks)

Gower Handbook of People in Project Management (Project

Modern projects are all about one group of people delivering benefits to others, so it's no surprise that the human element is fundamental to project management. The Gower Handbook of People in Project Management is a complete guide to the human dimensions involved in projects. The book is a unique and rich compilation of over 60 chapters about project management roles and the people who sponsor, manage, deliver, work in or are otherwise important to project success. It looks at the people-issues that are specific to different sectors of organization (public, private and third sector); the organization of people in projects, both real and virtual; the relationship between people, their roles and the project environment; and the human behaviours and skills associated with working collaboratively. Thus this comprehensive and innovative handbook discusses all the important topics associated with employing, developing and managing people for successful projects. The contributors have been drawn from around the world and include experts ranging from practising managers to academics and advanced researchers. The Handbook is divided into six parts, which begin with management and project organization and progress through to more advanced and emerging practices. It benefits hugely from ...

  • ASIN: B01ENPXBDK

Gower Handbook of Supply Chain Management

Gower Handbook of Supply Chain

The ability to build and also maintain a world class logistics and distribution network is an essential ingredient in the success of the world's leading businesses, but keeping pace with changes in your sector and in others is hard to do. With the Gower Handbook of Supply Chain Management you will need to look no further. Written by a team of leading consultants with contributions from leading academic experts, this book will help you to keep pace with the latest global developments in supply chain management and logistics, and plan for the future. This book has over thirty chapters with detailed accounts of key topics and the latest developments, from e-collaboration and CRM integration, to reverse logistics and strategic sourcing, and includes case studies from Asia, Europe and North America. It looks at all aspects of operational excellence in logistics and supply chain management. The Gower Handbook of Supply Chain Management will help managers to benchmark their operations against the best-of-breed supply chains across the world. It provides a unique single source of expert opinion and experience.

  • ASIN: B06XDP27TS

Gower Handbook of Programme Management (Project and Programme Management Practitioner Handbooks)

Gower Handbook of Programme Management (Project and Programme

In the ten years since this Gower Handbook was first published, Programme Management has been transformed to become the vehicle of choice for realising the objectives of large scale, complicated, business, government and social investment. The Second Edition of this Gower Handbook is a completely new text; designed as a definitive guide to the current state of Programme Management. To that end the text offers foundation theory and knowledge around key issues such as, managing programme contracts, people and know-how, complexity and uncertainty, benefits and success measures, as well as every stage of the programme life cycle. The main central section of the book provides theory, tools, advice and examples of practical application from an industry context and covers sectors including construction, energy, aerospace and defence, IT, automotive and the public sector. The Handbook also includes a section with chapters on assessing and improving programme competences and developing maturity. Discrete chapters relate programme management to the international baselines and standards. Collectively, the Gower Handbook of Programme Management is most comprehensive guide to the subject that you can buy.

  • ASIN: B01FXZS4PE

Gower Handbook of Project Management

Gower Handbook of Project

This Handbook was the first APM Body of Knowledge Approved title for the Association for Project Management. Over the course of five editions, Gower Handbook of Project Management has become the definitive desk reference for project management practitioners. The Handbook gives an introduction to, and overview of, the essential knowledge required for managing projects. The team of expert contributors, selected to introduce the reader to the knowledge and skills required to manage projects, includes many of the most experienced and highly regarded international writers and practitioners. The Fifth Edition has been substantially restructured. All but two of the authors are new, reflecting the fast-changing and emerging perspectives on projects and their management. The four sections in the book describe: • Projects, their context, value and how they are connected to organizational strategy; • Performance: describing how to manage the delivery of the project, covering scope, quality, cost, time, resources, risk and sustainability • Process: from start up to close down • Portfolio: the project and its relationship to the organization The discrete nature of each chapter makes this Handbook a wonderful source of advice and background theory that is easy to consul...

  • Brand: Brand: Ashgate
  • ASIN: 0566088061

Gower Handbook of Library and Information Management

Gower Handbook of Library and Information

This Gower Handbook is an authoritative guide to both the traditional and newer aspects of library and information management. Edited by Ray Prytherch, it brings together the insight of a range of respected contributors, who offer advice on the management, storage, retrieval, analysis, marketing and delivery of information. The book begins with Part I analyzing the context and trends of the information world. In Part II, Strategy and Planning, the information environment is explored in more detail, with Chapters 3 and 4 presenting the main issues and principles of financial planning and strategic planning. Part III, The Service Infrastructure, looks at customer care, the role of performance measurement and research in service improvement, and the influence of copyright law in the delivery of information products to customers. Part IV, Managing Resources, includes five chapters on strategic management, information auditing, human resource management, preservation and disaster management. The last part of the Handbook, Part V, Access and Delivery, focuses on the potential of electronic systems with chapters on subject gateways and Z39.50, electronic publishing, intranets and new models of access and delivery. Each part of the Handbook begins with an introduction by the edit...

  • ASIN: B06XDCVYHG

Gower Handbook of Discrimination at Work

Gower Handbook of Discrimination at

Workplace discrimination is an experience that, despite four decades of equality legislation, continues to blight the lives of thousands every year. Discrimination persists on the protected grounds of sex, race, disability, age, sexual orientation, religion or belief and gender reassignment, as well as where no legal protection exists such as in relation to class background or migration status. The Handbook discusses recent changes in equality legislation as well as considering the limitations of legal frameworks in addressing inequality. However, complying with the law is only the first step towards addressing discrimination in the workplace, and the book goes beyond the law and provides evidence of good practice in promoting organisational culture change, as well as considering future directions for policy on equality action. The Gower Handbook of Discrimination at Work looks at both social justice and business case perspectives, and its message is not a negative one. The contributors have considerable depth of understanding of workplace discrimination, both as academics and equality practitioners, their work has contributed to policy formation and all are committed to improving the lives of people at work. They offer insights into existing international developments and make...

  • ASIN: B01EYWOJ5G

Gower Handbook of Leadership and Management Development

Gower Handbook of Leadership and Management

  • ASIN: B01ENQD0KI

The Cultural Leadership Handbook: How to Run a Creative Organization (Gower Applied Research)

The Cultural Leadership Handbook: How to Run a

Leadership has never been more important to the cultural industries. The arts, together with museums and heritage sites, play a vital part in keeping economies going, and, more importantly, in making life worth living. People in the sector face a constant challenge to find support for their organizations and to promote the value of culture. Leadership and management skills are needed to meet the mission of creative arts and cultural organizations, and to generate the income that underpins success. The problem is, where can you learn these essential skills? The Cultural Leadership Handbook written by Robert Hewison and John Holden, both prime movers in pioneering cultural leadership programmes, defines the specific challenges in the cultural sector and enables arts leaders to move from 'just' administration to becoming cultural entrepreneurs, turning good ideas into good business. This book is intended for anyone with a professional or academic interest anywhere in the cultural sector, anywhere in the world. It will give you the edge, enabling to you to show creative leadership at any level in a cultural organization, regardless of whether your particular interest is the performing arts, museums and art galleries, heritage, publishing, films, broadcasting or new media.

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  • ASIN: 0566091763

Gower Handbook of Internal Communication

Gower Handbook of Internal

  • ASIN: B01ENPXGL2

Gower Handbook of Project Management (Routledge Revivals)

Gower Handbook of Project Management (Routledge

This title was first published in 2000:  A handbook on project management. The content of this third edition is shaped by, and linked to, the body of knowledge produced by the International Project Management Association and the Project Management Institute of the USA, so should be useful for anyone following either certification programme. In following this framework the book provides coverage of the knowledge required both by practising project managers and by those wishing to study the subject. The text is divided into seven parts. These cover: the systems of project management; the context of projects including political, economic, social, technical, legal and environmental issues; the management of performance, including functionality, quality, time, cost, risk and safety; the management of the project life-cycle; the management of commercial issues including appraisal and finance; the management of contracts; and the management of the people involved.

  • ASIN: 1138738328

Gower Handbook of Purchasing Management

Gower Handbook of Purchasing

  • ASIN: 056608404X

Handbook of Management Accounting (Gower Handbook) (Gower Handbook)

Handbook of Management Accounting (Gower Handbook) (Gower

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  • ASIN: 0566026155

The Gower Handbook of Logistics and Distribution Management

The Gower Handbook of Logistics and Distribution

Written from an international perspective, this Handbook shows you how effective logistics management can: ¢ help make more effective use of logistics resources ¢ improve the flow of material from production to customers ¢ improve organizational structure, communication and cooperation ¢ offer improved customer service ¢ add value to products and services. The book is divided into easy-to-use sections, with particular emphasis being given to customer service strategies and requirements, materials management, and resource optimization.

  • ASIN: 056607625X

The Planting Design Handbook

The Planting Design

Effective and beautiful planting is an essential part of the designed landscape. As public awareness of ecological issues and design quality steadily increases, so do the opportunities for environmental designers. "Planting Design Handbook" examines the principles and practice of the art of planting for public, institutional and private landscapes. The book begins with a fresh look at the aesthetic principles of design with plants and an analysis of the design process. This reveals how a systematic approach can allow the greatest freedom for the creative imagination. The horticultural, ecological and aesthetic characteristics of plants are examined as a basis for achieving successful and enduring plant associations. Further sections discuss the structural and decorative roles of planting, spatial composition, species selection, planting plans and spacing and the vital role of management as a creative design tool. Inspiring ideas and examples are integrated throughout with well grounded practical advice to make a book which is both thought provoking and a valuable desk-side manual for the working designer. Contains 94 detailed line drawings and 158 black and white photographs.

  • ASIN: 0566075458

The European Union Handbook (Regional Handbooks of Economic Development)

The European Union Handbook (Regional Handbooks of Economic

First Published in 2002. Routledge is an imprint of Taylor & Francis, an informa company.

  • ASIN: B00GDC7U20

Gower Handbook of Purchasing Management (Routledge Revivals)

Gower Handbook of Purchasing Management (Routledge

This title was first published in 2002. The revised third edition of the "Gower Handbook and Supply Management" views procurement as standing on the boundary of the firm, looking outwards and scanning the environment for new opportunities and threats. In this respect, as in many others, the new edition is quite different from the previous two, reflecting the many changes that have taken place for businesses over the years. In particular this edition has been slimmed down and focused to assist the reader by working systematically outwards using a purchasing lens to view the wider business world. The aim is to show the potential contribution that purchasing can make as a driver for organizational efficiency and business development. It is this latter requirement, the need for purchasing to generate revenue, that has been identified as being ever more prominent as a demand on purchasing directors' time and effort. Written by leading practitioners and academics, and published in association with the Chartered Institute of Purchasing and Supply, this book should become a classic in the field.

  • ASIN: 113873330X

Handbook of Corporate University Development: Managing Strategic Learning Initiatives in Public and Private Domains

Handbook of Corporate University Development: Managing Strategic Learning

The emphasis on corporate universities has been a driving force in moving companies beyond a restricted approach to training, to a central vision for learning within the organization. However, there have been failures and many corporate universities have struggled to bring a business rigour to learning or to align their development with the key business and financial drivers of the organization. It is time for the Corporate University to demonstrate how business rigour, handled deftly and with strong and perceptive leadership, can revolutionize learning both inside and outside the organization. The Handbook of Corporate University Development is an important catalyst towards this process.It draws on experience from around the world, to provide anyone responsible for strategy and learning at senior levels in government, education and business with a picture of current best practice.

  • ASIN: B0091QCKEI

Macmillan Books for Teachers: Teaching Practice: A handbook for teachers in training by Roger Gower (1-Jan-2005) Perfect Paperback

Macmillan Books for Teachers: Teaching Practice: A handbook

  • ASIN: B012HUKRO4

Handbook of Cosmetics and Personal Care Additives: An International Guide to More Than 15,000 Products by Trade Name, Function, Composition and Manu

Handbook of Cosmetics and Personal Care Additives: An

An international guide to some 15,000 additive ingredients used in the formulation of cosmetic and personal care products. The information is divided into four major sections. Part I, Trade Name Reference, contains alphabetical entries for each ingredient. Each entry includes manufacturer, chemical composition, associated CAS and EINECS identifying numbers, general properties, applications and functions, toxicology, and regulatory information. Part II, Trade Name Functional Cross Reference, groups the trade name chemicals by 44 broad functional areas. Part III, Chemical Component Cross Reference, contains an alphabetical listing of cosmetic and personal care chemical compounds, along with the trade name products that are equivalent to the chemical compound. Part IV, Manufacturers Directory, contains contact information for the manufacturers of the referenced products. The Handbook is also available in electronic formats for the PC, and a demonstration disk is included. Annotation copyright Book News, Inc. Portland, Or.

  • Brand: Brand: Gower Pub Co
  • ASIN: 0566074702

Gower Handbook of Training and Development

Gower Handbook of Training and

  • ASIN: 056607446X

Fraud: The Counter Fraud Practitioner's Handbook

Fraud: The Counter Fraud Practitioner's

Fraud: The Counter Fraud Practitioner's Handbook looks at fraud investigation methods and explores the practical options for preventing and remedying fraud. An effective fraud and financial crime strategy involves intelligence and prevention, criminal and civil legal procedures, and asset recovery, all of which may involve investigators, internal auditors, security managers, in-house and external legal counsel and advisors. Your strategy depends on the outcomes you are seeking, the nature of the fraud or crime committed and the countries involved.Fraud provides a clear picture of the role of compliance, civil and criminal legal process in any fraud strategy. Chapters then cover investigation strategies for each of the following types of fraud: benefit, health, procurement, employee, telecoms, fiscal, corporate, charity, legal and accounting. Part Three explores the practical options for fraud prevention and remediation, including both civil and criminal asset recovery.This is an essential reference for both public and private sector fraud and security specialists who need to understand the strengths and weaknesses of each element of their organization's strategy against fraud and are seeking to learn from the approach of their colleagues in other industries or organizations. Writ...

  • ASIN: B008VTMNGG

59 Checklists for Project and Programme Managers

59 Checklists for Project and Programme

The practical approach taken by Rudy Kor and Gert Wijnen makes this an easy book to dip into to improve your project and programme management competences. The book covers a range of topics, including: choosing the right approach, organising for projects and programmes, team management, starting and executing projects, and programme management. For each topic, the book provides a series of checklists to lead you through the most important aspects of each subject. With such hands-on advice from acknowledged experts so easily available, this is a book which no project or programme manager should be without.

  • ASIN: B0091Q70M0

Business Contracts Handbook

Business Contracts

  • ASIN: B0091QC99Y

How to Build a Computer (For Beginners)

How to Build a Computer (For

The book, "How to Build a Computer (For Beginners)", outlines step by step instructions on how to build a computer from the bare bones to the finished product. The book includes a list of choices for tools and supplies necessary to successfully build a computer on your own; using the author's educated knowledge and background on computer software and hardware.

  • ASIN: 1463739796

Gower Handbook of Internal Communication

Gower Handbook of Internal

Gower Handbook of Internal Communication Hardcover

  • Brand: Brand: Gower Pub Co
  • ASIN: 0566077000

Company Insurance Handbook (A Gower Press handbook)

Company Insurance Handbook (A Gower Press

Book by

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  • ASIN: 0716100371

Handbook of Petrochemicals and Processes

Handbook of Petrochemicals and

Oil, energy, and chemical industries consultant Wells presents information on 76 petrochemicals and their processes, giving details of the chemical reactions involved in transforming raw materials into chemicals, plastics, and synthetic fibers. She describes the competing processes for each product

  • ASIN: 056608046X
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