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Author: Bergevin, Real
Publisher: St. Catherines, Ont. : NuComm Solutions Incorporated
ISBN: 9780968749203
Category : Call centers Management
Languages : en
Pages : 114
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Book Description
Author: Bergevin, Real
Publisher: St. Catherines, Ont. : NuComm Solutions Incorporated
ISBN: 9780968749203
Category : Call centers Management
Languages : en
Pages : 114
Get Book Here
Book Description
Author: Real Bergevin
Publisher: John Wiley & Sons
ISBN: 0470677430
Category : Business & Economics
Languages : en
Pages : 391
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Book Description
Tips on making your call center a genuine profit center In North America, call centers are a $13 billion business, employing 4 million people. For managers in charge of a call center operation, this practical, user-friendly guide outlines how to improve results measurably, following its principles of revenue generation, efficiency, and customer satisfaction. In addition, this new edition addresses many industry changes, such as the new technology that's transforming today's call center and the location-neutral call center. It also helps readers determine whether it's cost-efficient to outsource operations and looks at the changing role and requirements of agents. The ultimate call center guide, now revised and updated The authors have helped over 60 companies improve the efficiency and effectiveness of their call center operations Offers comprehensive guidance for call centers of all sizes, from 20-person operations to multinational businesses With the latest edition of Call Centers For Dummies, managers will have an improved arsenal of techniques to boost their center's bottom line.
Author: Robert W. Lucas
Publisher: AMACOM Div American Mgmt Assn
ISBN: 0761213465
Category : Business & Economics
Languages : en
Pages : 199
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Book Description
Give your front-line call center staff the training they need With How to Be a Great Call Center Representative, call-center staff will learn what technology-based customer service is all about, including the history, terminology, legislation, and technology options. This book is designed to supplement and enhance the industry-specific policies and procedures plus local, state, and federal guidelines to which a call center staff must adhere. Filled with exercises and self-assessments, the course presents specific, practical strategies for improving listening skills, building trust with customers, problem solving, and decision-making--all within the context of a busy call center. How to Be a Great Call Center Representative provides all the tools needed to be confident in handling customers and building a foundation for future growth and advancement. Readers will learn how to: Identify the roles and responsibilities of a call center staff Prepare yourself to deliver quality service Learn to communicate successfully Identify current legislation, terminology, and technology affecting call center staff Develop skills for building trust Enhance telephone verbal skills and vocal quality Build problem solving and decision-making skills Learn to handle difficult customer situations Improve your time-management and multitasking skills Identify ways to control your stress level Learn to recover from mistakes-yours and your customer's. This is an ebook version of the AMA Self-Study course. If you want to take the course for credit you need to either purchase a hard copy of the course through amaselfstudy.org or purchase an online version of the course through www.flexstudy.com.
Author: Brad Cleveland
Publisher: ICMI Inc.
ISBN: 9780965909303
Category : Business & Economics
Languages : en
Pages : 312
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Book Description
This is the only book available today that provides a very readable, step-by-step guide for managing an incoming call center. The book combines theory with practical advice and is filled with over 100 charts and graphs, several case studies and an extensive glossary and index. Readers will learn how to: achieve service level with quality in an era of more transactions, growing complexity and heightened caller expectations; understand the "how" behind best practices; boost caller satisfaction; win top management's support; and discover what separates a good call center from a great one.
Author: Jack A. Green
Publisher: Scarborough, Ont. : Nelson Canada
ISBN: 9780176167974
Category : Business & Economics
Languages : en
Pages : 242
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Book Description
This book is written to help aspiring and current call centre represtentatives to optimize their success on the job. Consequently, this book is more than just a collection of theories about what a call centre should be. This book is a manual, a "how to" that will guide the reader to success in the call centre roll.
Author: Course Technology, Inc
Publisher:
ISBN: 9780619148607
Category : Business communication
Languages : en
Pages : 0
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Book Description
This ILT Series course give students an overview of inbound call centers, managerial roles, and technologies that affect call centers. The course teaches students how to establish a call center, identify the call center managers' typical responsibilities, and determine the necessary technologies needed to best serve the company's customers, identify customer expectations, reduce the percentage of lost calls, calculate staff levels, and identify the reports that are used to evaluate a call center's performance. Students will also learn about establishing service goals, identifying areas for attention, and communicating effectively with executives. Course activities also cover reducing turnover, training employees effectively, managing employee stress, motivating, and communicating with employees. Finally, students will learn how to evaluate employee performance and establish monitoring programs. The manual is designed for quick scanning in the classroom and filled with interactive exercises that help ensure student success.
Author: Geoffrey A. Best
Publisher: Happy About
ISBN: 1607730693
Category : Business & Economics
Languages : en
Pages : 140
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Book Description
Annotation A foundation for anyone considering outsourcing their call center, this volume provides a path for companies outsourcing their first call center with a logical sequence of steps for moving an existing operation to an outsourced organization.
Author: James C. Abbott
Publisher: Robert Houston Smith Publishers
ISBN: 1887355081
Category : Business & Economics
Languages : en
Pages : 200
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Book Description
As the cost of doing business increases, call centers and help desks are frequently moving overseas. How can your center remain competitive? Is pooling the best way to slash your wait times? James Abbott concisely answers these questions as he leads you through the world of process-centered customer service. Strategic and tactical terms, how to choose metrics to measure, and the miracle of Queuing Science are covered thoroughly, using easy-to-grasp anecdotes to explain the key technical topics.
Author: Natalie Calvert
Publisher: Gower Publishing, Ltd.
ISBN: 9780566085109
Category : Business & Economics
Languages : en
Pages : 378
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Book Description
This handbook provides an important tool in understanding and dealing with a wide range of management issues in call centres and contact centres.
Author: Gerard Blokdijk
Publisher: Complete Publishing
ISBN: 9781488898402
Category : Reference
Languages : en
Pages : 156
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Book Description
The one-stop-source powering Call Centre success, jam-packed with ready to use insights for results, loaded with all the data you need to decide how to gain and move ahead. Based on extensive research, this lays out the thinking of the most successful Call Centre knowledge experts, those who are adept at continually innovating and seeing opportunities. This is the first place to go for Call Centre innovation - INCLUDED are numerous real-world Call Centre blueprints, presentations and templates ready for you to access and use. Also, if you are looking for answers to one or more of these questions then THIS is the title for you: What is a call centre? How does a call centre earn? What are the benefits and disadvantages of using an overseas call centre? What is the difference between a call centre and a BPO organisation? How can I start my own call centre? How do we enhance banking call centre customer experience? What is the difference between call centre agents and salesmen? Is there a Call Centre standard for closing a call? What is it like to work at an emergency call centre? What is it like to work at a call centre? ...and much more...
