Advice From A Call Center Geek
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Advice From A Call Center Geek
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Author : Thomas Laird
language : en
Publisher:
Release Date : 2018-08-21
Advice From A Call Center Geek written by Thomas Laird and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2018-08-21 with Call centers categories.
"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.
More Advice From A Call Center Geek Rethinking Call Center Operations 2 0
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Author : Thomas Laird
language : en
Publisher: Expivia Press
Release Date : 2019-08-22
More Advice From A Call Center Geek Rethinking Call Center Operations 2 0 written by Thomas Laird and has been published by Expivia Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019-08-22 with Business & Economics categories.
"MORE Advice From a Call Center Geek!" takes a look at a new way of running today's high-end contact center. This is the follow-up book to the very successful "Advice from a Call Center Geek" call center operations book that was published in 2018."MORE Advice From a Call Center Geek!" is just that, MORE! The book has 60 additional pages of content from the original book that focus deeper on how to hire for culture, more games to play in your center, how to fix attendance issues and how to coach for quality. If we thought it would help you improve your call center, it's in the book!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. Tom is also the creator and voice of the "Advice from a Call Center Geek!" podcast. Advice from a Call Center Geek is a weekly podcast with a focus on all things call center and contact center. We discuss topics such as call center operations, hiring, culture, technology, and training and have fun doing it
Call Centers For Dummies
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Author : Real Bergevin
language : en
Publisher: John Wiley & Sons
Release Date : 2010-04-16
Call Centers For Dummies written by Real Bergevin and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010-04-16 with Business & Economics categories.
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.
Call Center Management Tips
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Author : Abel Francisque
language : en
Publisher:
Release Date : 2021-06-08
Call Center Management Tips written by Abel Francisque and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2021-06-08 with categories.
Managing call centers today involves much more than scheduling agents to staff the phone lines. Working as a call center agent is a stressful endeavor, and it's up to you as a manager to cultivate a positive working atmosphere, foster a sense of ownership, motivate your team to succeed, and most importantly, stay informed on the contact center best practices. This book provides practical, hands-on advice on a wide variety of topics essential to effective call center management, including: RECRUITING AND HIRING: How to find great agents, what to look for in a candidate, how to weed out applicants that may not be a good fit, closing the best candidates. TRAINING: How to develop an effective new-hire training course that prepares reps to successfully take calls starting their first day on the floor. MANAGEMENT: Creating a world-class culture to motivate and retain your staff. Analyzing and understanding call center statistics. CALL CENTER OPERATIONS: Handle the day-to-day activities of a call center and manage the business without constantly fighting fires. OUTSOURCING: For outsource Providers, tips on how to make your client satisfied and give you more business. For those who Outsource, tips on how to get behind the scenes and truly understand the level of service being provided to your customers.
Call Center Operation
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Author : Duane Sharp
language : en
Publisher: Elsevier
Release Date : 2003-05-14
Call Center Operation written by Duane Sharp and has been published by Elsevier this book supported file pdf, txt, epub, kindle and other format this book has been release on 2003-05-14 with Computers categories.
Every customer-facing corporation has at least one call center. In the United States, call centers handle a billion calls per year. Call Center Operation gives you complete coverage of the critical issues involved in the design, implementation, organization, and management of a customer call center. Sharp provides information on advanced technology tools for workforce management, workshop examples for training call center staff, and an analysis of the significance of the call center to overall corporate customer relationship strategies. A special feature of the book is its focus on call center case studies, describing a number of successful call center strategies and best practices, selected from various business sectors - financial, retail, healthcare, travel, technology, and others. These case studies provide useful guidelines based on successful corporate call centers that will guide you in establishing and maintaining the most effective call center operation for your enterprise. · Presents key concepts and techniques, including a formal development process, in a real-world context · Provides extensive management guidelines · Stresses the importance of staff selection and training
The Effective Manager
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Author : Mark Horstman
language : en
Publisher: John Wiley & Sons
Release Date : 2016-07-05
The Effective Manager written by Mark Horstman and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016-07-05 with Business & Economics categories.
The how-to guide for exceptional management from the bottom up The Effective Manager is a hands-on practical guide to great management at every level. Written by the man behind Manager Tools, the world's number-one business podcast, this book distills the author's 25 years of management training expertise into clear, actionable steps to start taking today. First, you'll identify what "effective management" actually looks like: can you get the job done at a high level? Do you attract and retain top talent without burning them out? Then you'll dig into the four critical behaviors that make a manager great, and learn how to adjust your own behavior to be the leader your team needs. You'll learn the four major tools that should be a part of every manager's repertoire, how to use them, and even how to introduce them to the team in a productive, non-disruptive way. Most management books are written for CEOs and geared toward improving corporate management, but this book is expressly aimed at managers of any level—with a behavioral framework designed to be tailored to your team's specific needs. Understand your team's strengths, weaknesses, and goals in a meaningful way Stop limiting feedback to when something goes wrong Motivate your people to continuous improvement Spread the work around and let people stretch their skills Effective managers are good at the job and "good at people." The key is combining those skills to foster your team's development, get better and better results, and maintain a culture of positive productivity. The Effective Manager shows you how to turn good into great with clear, actionable, expert guidance.
The Compassionate Geek
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Author : Don R. Crawley
language : en
Publisher: Soundtraining Net
Release Date : 2011-05-05
The Compassionate Geek written by Don R. Crawley and has been published by Soundtraining Net this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011-05-05 with Computer industry categories.
Note: There is a newer version of this book available. Please look up ISBN 978-0983660736. A real-world, plain-language how-to guide for delivering amazing customer service to end-users. Now in its second edition, The Compassionate Geek was written by tech people for tech people. There are no frills, just best practices and ideas that actually work! Filled with practical tips, best practices, and real-world techniques, The Compassionate Geek is a quick read with equally fast results. Here's what you'll find: Best practices for communicating with email, including examples The four intrinsic qualities of great service providers Best practices for communicating using chat and texting Ten tips for being a good listener Two practical ways to keep your emotions in check A flow chart for handling user calls What to do when the user is wrong How to work with the different generations in the workplace All of the information is presented in a straightforward style that you can understand and use right away. There's nothing "foo-foo," just down-to-earth tips and best practices learned from years of working with IT pros and end-users.
Team Geek
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Author : Brian W. Fitzpatrick
language : en
Publisher: "O'Reilly Media, Inc."
Release Date : 2012-07-06
Team Geek written by Brian W. Fitzpatrick and has been published by "O'Reilly Media, Inc." this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012-07-06 with Computers categories.
In a perfect world, software engineers who produce the best code are the most successful. But in our perfectly messy world, success also depends on how you work with people to get your job done. In this highly entertaining book, Brian Fitzpatrick and Ben Collins-Sussman cover basic patterns and anti-patterns for working with other people, teams, and users while trying to develop software. This is valuable information from two respected software engineers whose popular series of talks—including "Working with Poisonous People"—has attracted hundreds of thousands of followers. Writing software is a team sport, and human factors have as much influence on the outcome as technical factors. Even if you’ve spent decades learning the technical side of programming, this book teaches you about the often-overlooked human component. By learning to collaborate and investing in the "soft skills" of software engineering, you can have a much greater impact for the same amount of effort. Team Geek was named as a Finalist in the 2013 Jolt Awards from Dr. Dobb's Journal. The publication's panel of judges chose five notable books, published during a 12-month period ending June 30, that every serious programmer should read.
Pc World
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Author :
language : en
Publisher:
Release Date : 2004
Pc World written by and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2004 with IBM Personal Computer categories.
168 Hours
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Author : Laura Vanderkam
language : en
Publisher: Penguin
Release Date : 2010-05-27
168 Hours written by Laura Vanderkam and has been published by Penguin this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010-05-27 with Self-Help categories.
There are 168 hours in a week. This book is about where the time really goes, and how we can all use it better. It's an unquestioned truth of modern life: we are starved for time. With the rise of two-income families, extreme jobs, and 24/7 connectivity, life is so frenzied we can barely find time to breathe. We tell ourselves we'd like to read more, get to the gym regularly, try new hobbies, and accomplish all kinds of goals. But then we give up because there just aren't enough hours to do it all. Or else, if we don't make excuses, we make sacrifices. To get ahead at work we spend less time with our spouses. To carve out more family time, we put off getting in shape. To train for a marathon, we cut back on sleep. There has to be a better way-and Laura Vanderkam has found one. After interviewing dozens of successful, happy people, she realized that they allocate their time differently than most of us. Instead of letting the daily grind crowd out the important stuff, they start by making sure there's time for the important stuff. They focus on what they do best and what only they can do. When plans go wrong and they run out of time, only their lesser priorities suffer. It's not always easy, but the payoff is enormous. Vanderkam shows that it really is possible to sleep eight hours a night, exercise five days a week, take piano lessons, and write a novel without giving up quality time for work, family, and other things that really matter. The key is to start with a blank slate and to fill up your 168 hours only with things that deserve your time. Of course, you probably won't read to your children at 2:00 am, or skip a Wednesday morning meeting to go hiking, but you can cut back on how much you watch TV, do laundry, or spend time on other less fulfilling activities. Vanderkam shares creative ways to rearrange your schedule to make room for the things that matter most. 168 Hours is a fun, inspiring, practical guide that will help men and women of any age, lifestyle, or career get the most out of their time and their lives.