Excel for Customer Service Professionals

Especially designed for professionals working in a customer service or call center environment: supervisors, managers, team leaders and resource planners. If you need to improve the time it takes to collect and analyse data, create forecasts and generate clear, meaningful charts and reports then this book is for you. The practical step-by-step approach teaches professional techniques for how to collect, analyse and present financial/operational data from customer service and call centers. This includes analyzing call patterns, customer interactions, efficiency and key results, calculating required staffing and resource allocations based on traffic forecasts, and communicating information clearly and accurately to colleagues, clients and stakeholders. The book is an intermediate level training course, and it assumes a basic knowledge of how to use Microsoft Excel. A supporting set of 36 Excel models is available from the publisher – and you can use these immediately in your own workplace.