The Call Center Handbook or Game Development Essentials

The Call Center Handbook: The Complete Guide to Starting, Running, and Improving Your Call Center

Author: Keith Dawson

Need to know how to buy a phone switch for your call center? How to measure the productivity of agents? How to choose from two cities that both want your center? No problem. The Call Center Handbook is a complete guide to starting, running, and improving your call center. It explains it all: everything that goes into the connection between a company and its customers. From technology primers to details about choosing and using specific products, this handbook is an indispensable guide for the call center manager. Tips for what works and what doesn't. Help with operational problems, like managing people and technology, for without tools call centers fail to thrive. Includes information on switches, IVR, voice processing, call center peripherals, software, long distance and toll-free services, outsourcing, agent training, monitoring, the Internet, and disaster prevention.

New and expanded topics in this edition include:

• IP technology in small and mid-sized centers--what it means for the manager, and how to coordinate with the IT department
• The impact of the economy on an industry once thought to be "recession-proof"--what it means for hiring, service levels, and technology development
• What to do when your vendor goes belly up
• The offshore revolution--India, Philippines, Australia, and other low-labor cost areas that are altering the cost equations for service delivery and site selection

Look this: The Killing of Reinhard Heydrich or Disobedience and Democracy

Game Development Essentials: Game Project Management

Author: John Hight

Game Development Essentials: Game Project Management is the only book on the market that offers a comprehensive introduction to game project management in an informal and accessible style, while concentrating on both theory and practice. This book offers an overview of the game project management process including: roles and responsibilities of team members; phases of production; concept development; testing, marketing; scheduling; and budgeting. The fast-growing game industry has fueled rapid upward movement of game production staff into the ranks of management. This book will train readers in the tools and techniques necessary to become effective team leaders.

Table of Contents:

Chapter 1 - History of Game Project Management
Chapter 2 - Concept Development
Chapter 3 - Game Design
Chapter 4 - Technical Design
Chapter 5 - Art Style Guide, Sound Design
Chapter 6 - Production Plan
Chapter 7 - Team Management
Chapter 8 - External Relationships