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Author: Matt Smallman
Publisher:
ISBN: 9781781336663
Category :
Languages : en
Pages : 300
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Book Description
Unlock Your Call Centre shows you how to replace frustrating questions with real security that dramatically improves caller experience and boosts your bottom line.
Author: Matt Smallman
Publisher:
ISBN: 9781781336663
Category :
Languages : en
Pages : 300
Get Book Here
Book Description
Unlock Your Call Centre shows you how to replace frustrating questions with real security that dramatically improves caller experience and boosts your bottom line.
Author: Real Bergevin
Publisher: John Wiley & Sons
ISBN: 0470678402
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: 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: Thomas Laird
Publisher:
ISBN: 9780692179758
Category : Call centers
Languages : en
Pages : 90
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Book Description
"Advice from a Call Center Geek: Rethinking Call Center Operations is a field manual for the 21st century contact center. Practical, poignant, and funny, Tom dishes out amazing real-world advice that has made his organization successful. From culture to education to incentives, Tom addresses the key areas to make your contact center world-class!"Paul HerdmanHead of Customer ExperienceNICE inContactAdvice From a Call Center Geek takes a look at a new way of running today's high end contact center. Tom Laird, the CEO of award winning Expivia Interaction Marketing, 600 seat BPO call center guides you through the process of developing a world class operation.This book will take you through the process of evaluating and changing your call center's culture, how to look beyond a resume to hire the "right" associates and show you how to educate for quality while maintaining high level management. Advice from a Call Center Geek will make you rethink how the call center manager of today should be looking at running their call center.
Author: Ishan Galapathy
Publisher: BookPOD
ISBN: 064511202X
Category : Business & Economics
Languages : en
Pages : 221
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Book Description
Unlock engagement and productivity – easily and effectively So far, you’ve been relying on a handful of diligent employees for everything – from leading projects, driving change to delivering daily results. Guess what? They’re frustrated, burnt out and losing faith. There’s a mountain of untapped potential right under your nose – resourceful employees who just need the right motivation to become your biggest supporters. The challenge is finding the right key to unlock this latent capability. Armed with decades of hands-on experience and in-depth expertise in driving change through operational excellence, Ishan Galapathy shows you how to UNLOCK possibly the biggest organisational challenge – driving employee engagement while increasing productivity. Learn how to: • Build momentum by leveraging belief and trust. • Gain traction by delivering even faster results. • Expand follower-base by creating a culture of excellence. This framework dives deep, giving you tools and tips to unlock the gateway to outstanding engagement and productivity. Get buy-in & involvement. Drive engagement & productivity. Unlock excellence.
Author: Chetan Bhagat
Publisher: Ballantine Books
ISBN: 0307489086
Category : Fiction
Languages : en
Pages : 322
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Book Description
Press 1 for technical support. Press 2 for broken hearts. Press 3 if your life has totally crashed. . . . Six friends work nights at a call center in India, providing technical support for a major U.S. appliance corporation. Skilled in patience–and accent management–they help American consumers keep their lives running. Yet behind the headsets, everybody’s heart is on the line. Shyam (Sam to his callers) has lost his self-confidence after being dumped by the girl who just so happens to be sitting next to him. Priyanka’s domineering mother has arranged for her daughter’s upscale marriage to an Indian man in Seattle. Esha longs to be a model but discovers it’s a horizontal romp to the runway. Lost, dissatisfied Vroom has high ideals, but compromises them by talking on the phone to idiots each night. Traditional Radhika has just found out that her husband is sleeping with his secretary. And Military Uncle (nobody knows his real name) sits alone working the online chat. They all try to make it through their shifts–and maintain their sanity–under the eagle eye of a boss whose ego rivals his incompetence. But tonight is no ordinary night. Tonight is Thanksgiving in America: Appliances are going haywire, and the phones are ringing off their hooks. Then one call, from one very special caller, changes everything. Chetan Bhagat’s delicious romantic comedy takes us inside the world of the international call center, where cultural cross-wires come together with perfect pathos, hilarity, and spice.
Author: Rosanne D'Ausilio
Publisher: Purdue University Press
ISBN: 9781557533876
Category : Business & Economics
Languages : en
Pages : 236
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Book Description
Annotation Fourth edition includes the Training Imperative, Self Service, Updated Statistics, and Expanded References.
Author: Vijay Kovilakonda
Publisher: Notion Press
ISBN: 1637145136
Category : Education
Languages : en
Pages : 221
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Book Description
A handy practical guide about achieving a sustainable role and creating successful processes as an L&D professional while following and imparting professional Learning in the organization. Although building such cultures and communities of profound and ongoing Learning are uncommon, they are essential for engaging and meaningful change. This is where this book comes into the picture—this book curves the path for business professionals, executives, and entrepreneurs on how to build a successful L&D process. With the increase of awareness towards L&D vertical with the core belief that every organization needs an L&D Professional and must work as leaders, this book is now more critical than ever. Through a lifetime of working in corporates, it is a must-read in universities and corporates throughout the country.
Author: Brad Cleveland
Publisher: ICMI Press (International Customer Management Institute)
ISBN: 9780985461102
Category : Business & Economics
Languages : en
Pages : 491
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Book Description
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.
