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Author: Keith Dawson
Publisher: CRC Press
Published: 2007-03-30
Total Pages: 284
ISBN-13: 9781578200191
DOWNLOAD EBOOKDownload or read book The Call Center Handbook written by Keith Dawson and published by CRC Press. This book was released on 2007-03-30 with total page 284 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author: Natalie Calvert
Publisher: Routledge
Published: 2017-05-15
Total Pages: 475
ISBN-13: 1351932357
DOWNLOAD EBOOKCall centres and contact centres form an important and rapidly growing part of today's business world. They present a range of management challenges, from strategic decisions about how to develop a customer strategy, business planning, through to detailed considerations of staffing levels and appropriate technology. This new handbook, the first of its kind, provides a unique insight giving expert opinions on how to get the most out of your contact centre operations. Natalie Calvert, a specialist in the field, has brought together a team of 35 experienced practitioners who provide invaluable knowledge, share their experiences and draw on real-life examples to suggest practical solutions on a wide range of topics. This handbook is an indispensible guide and reference for call and contact centre managers, HR specialists and senior executives responsible for marketing, sales or customer services. The handbook is divided into six parts: I The business plan II The people factor III Contact centre technology IV Standards, processes, and outsourcing V Building profitable customer relationships VI The future.
Download or read book Gower Handbook of Call and Contact Centre Management written by Natalie Calvert and published by Routledge. This book was released on 2017-05-15 with total page 475 pages. Available in PDF, EPUB and Kindle. Book excerpt: Call centres and contact centres form an important and rapidly growing part of today's business world. They present a range of management challenges, from strategic decisions about how to develop a customer strategy, business planning, through to detailed considerations of staffing levels and appropriate technology. This new handbook, the first of its kind, provides a unique insight giving expert opinions on how to get the most out of your contact centre operations. Natalie Calvert, a specialist in the field, has brought together a team of 35 experienced practitioners who provide invaluable knowledge, share their experiences and draw on real-life examples to suggest practical solutions on a wide range of topics. This handbook is an indispensible guide and reference for call and contact centre managers, HR specialists and senior executives responsible for marketing, sales or customer services. The handbook is divided into six parts: I The business plan II The people factor III Contact centre technology IV Standards, processes, and outsourcing V Building profitable customer relationships VI The future.
Author: John P. Wilson
Publisher:
Published: 2009
Total Pages: 0
ISBN-13: 9780749450885
DOWNLOAD EBOOKA complete resource for providing learning, training, and development within contact centers. This handbook offers call center managers and trainers information with which to benchmark training and identifies best practice in learning and development.
Download or read book The Call Centre Training Handbook written by John P. Wilson and published by . This book was released on 2009 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: A complete resource for providing learning, training, and development within contact centers. This handbook offers call center managers and trainers information with which to benchmark training and identifies best practice in learning and development.
Download or read book Call Centre Training and Development written by and published by AuthorHouse. This book was released on with total page 175 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author: Real Bergevin
Publisher: For Dummies
Published: 2010-03-25
Total Pages: 384
ISBN-13: 0470678399
DOWNLOAD EBOOKTips 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.
Download or read book Call Centers For Dummies written by Real Bergevin and published by For Dummies. This book was released on 2010-03-25 with total page 384 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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: Alison Mathiebe
Publisher:
Published: 2011-08-01
Total Pages: 238
ISBN-13: 9783000352218
DOWNLOAD EBOOKHow to Survive (& Thrive) in a Call Centre teaches call centre agents to: - Contribute to the call centre's success - Provide outstanding customer service - Increase sales results - Improve their overall performance - Enjoy sustained energy and motivation - Reduce their stress levels - Manage and advance their careers "Alison Mathiebe has written a book that is clear, concise and comes from evident practical experience. It is certain to boost the confidence and success of those just entering (or considering) the profession, and is a great go-to resource for established call centre agents." Brad Cleveland bradcleveland.com/blog Author, Call Center Management on Fast Forward (ICMI Press) "How To Survive (& Thrive) in a Call Centre by Alison Mathiebe is a very welcome contribution which will help call centres to guide, support and inform new and existing call centre staff. In particular, it would prove a useful text to give to all new staff helping them understand and adjust to working in stimulating and sometimes challenging environments. The 24 chapters address the main topics and are short enough to provide bite-size learning for agents and operators. " John P. Wilson author of The Call Centre Training Handbook
Download or read book How to Survive (& Thrive) in a Call Centre written by Alison Mathiebe and published by . This book was released on 2011-08-01 with total page 238 pages. Available in PDF, EPUB and Kindle. Book excerpt: How to Survive (& Thrive) in a Call Centre teaches call centre agents to: - Contribute to the call centre's success - Provide outstanding customer service - Increase sales results - Improve their overall performance - Enjoy sustained energy and motivation - Reduce their stress levels - Manage and advance their careers "Alison Mathiebe has written a book that is clear, concise and comes from evident practical experience. It is certain to boost the confidence and success of those just entering (or considering) the profession, and is a great go-to resource for established call centre agents." Brad Cleveland bradcleveland.com/blog Author, Call Center Management on Fast Forward (ICMI Press) "How To Survive (& Thrive) in a Call Centre by Alison Mathiebe is a very welcome contribution which will help call centres to guide, support and inform new and existing call centre staff. In particular, it would prove a useful text to give to all new staff helping them understand and adjust to working in stimulating and sometimes challenging environments. The 24 chapters address the main topics and are short enough to provide bite-size learning for agents and operators. " John P. Wilson author of The Call Centre Training Handbook
Author: Jane Lockwood
Publisher: Cambridge University Press
Published: 2010-06-21
Total Pages: 129
ISBN-13: 0521178584
DOWNLOAD EBOOKCONTACT US develops high-end professional English language communication skills for the BPO industry. This manual contains a comprehensive introduction to the course, outlining the teaching approach and describing the unit structure in detail. It includes model answers to the activities and keys to exercises as well as photocopiable materials.
Download or read book Contact US! Trainer's Manual written by Jane Lockwood and published by Cambridge University Press. This book was released on 2010-06-21 with total page 129 pages. Available in PDF, EPUB and Kindle. Book excerpt: CONTACT US develops high-end professional English language communication skills for the BPO industry. This manual contains a comprehensive introduction to the course, outlining the teaching approach and describing the unit structure in detail. It includes model answers to the activities and keys to exercises as well as photocopiable materials.
Author: Robert W. LUCAS
Publisher: AMACOM Div American Mgmt Assn
Published: 2001-05-07
Total Pages: 199
ISBN-13: 0761215107
DOWNLOAD EBOOKGive 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.
Download or read book How To Be a Great Call Center Representative written by Robert W. LUCAS and published by AMACOM Div American Mgmt Assn. This book was released on 2001-05-07 with total page 199 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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: Keith Dawson
Publisher: CMP Books
Published: 1996
Total Pages: 300
ISBN-13: 9780936648958
DOWNLOAD EBOOKDownload or read book The Call Center Handbook written by Keith Dawson and published by CMP Books. This book was released on 1996 with total page 300 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author: Customer Service Training Institute
Publisher:
Published: 2013-07-13
Total Pages: 208
ISBN-13: 9781490976556
DOWNLOAD EBOOKCall Center Agents are a critical part of many companies operations and customer service departments. But agent rarelyget the training they need to understand how call centers work and what their purpose is.They also don't understand what is expected of them and how their performance will be monitored and assessed.Our Call Center Training Manuals will prepare new agents for their future and will also give existing agents a new perspective on their current position.Learn call center structure, terminology and what the responsibilities are for call center agents. This book will help prepare anyone to be the very best Call Center Agent they can be!
Download or read book Call Center Agent Series written by Customer Service Training Institute and published by . This book was released on 2013-07-13 with total page 208 pages. Available in PDF, EPUB and Kindle. Book excerpt: Call Center Agents are a critical part of many companies operations and customer service departments. But agent rarelyget the training they need to understand how call centers work and what their purpose is.They also don't understand what is expected of them and how their performance will be monitored and assessed.Our Call Center Training Manuals will prepare new agents for their future and will also give existing agents a new perspective on their current position.Learn call center structure, terminology and what the responsibilities are for call center agents. This book will help prepare anyone to be the very best Call Center Agent they can be!
