“Contact center managers will love this hands-on guide: it teaches them how to collate and present the wealth of data they are collecting every day, in the world’s most popular spreadsheet application – Excel.”
Sharon Melamed, Managing Director, Matchboard 

Chapter

Contents

Introduction

Outlines the concept and structure of the book, and why it is important for customer service professionals to have numerate skills

1.       Presenting the Numbers - Understanding your audience

Before you set out to present any data, it’s essential to think about the needs of the intended audience -- and to know how to use text, tables and charts to communicate your ideas.

2.       Key Excel Workbook Skills

A ‘top 10’ of data management, formatting and presentation techniques that will make your spreadsheets easier to use, simpler to understand, and provide standout presentation quality for your information.

3.       Importing and Exporting Data

Don’t waste time re-keying data . . . simple techniques for importing data from databases and external systems directly into Excel.  Methods to export information into word processing documents, presentation programs and web pages.

4.       Smart Text and Tables

While charts are the mainstay of graphical representation in Excel, there are a number of ways you can enhance the numbers in your spreadsheets to make your message really stand out. Compact text and tables can be better than charts for communicating your message.

5.       Numbers and Data Relationships

Understanding the eight main types of data relationship, and the most effective ways to represent them in charts for customer service applications.

6.       Essential Charts

Hands-on techniques for developing and formatting charts, with a number of key templates for building dynamic charts that will save time and impress your stakeholders.

7.       Grouping Data with Pivot Tables

Excel's Pivot Tables provide powerful techniques for grouping data and developing cross-tabulations.  Practical methods for using pivot tables to collect, compress and make sense of large data sets found in customer service situations. 

8.       Queuing Models

Introduces Excel queuing models for customer service management.  Poisson and Erlang models are provided for estimating customer arrivals and computing how many resources are needed to maintain quality of service.

9.       Trend Analysis and Forecasting

Step-by-step methods for forecasting typical time series encountered in customer service work: incoming calls, agents required etc.

10.   Optimizing Customer Service

Using the Excel Solver tool to show how customer service can be maintained while minimizing costs for agent deployment and satisfying roster requests.

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