Call Centre Customer Care Pocketbook
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The Call Centre Customer Care Pocketbook
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Author : Michael Applegarth
language : en
Publisher:
Release Date : 2005
The Call Centre Customer Care Pocketbook written by Michael Applegarth and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2005 with categories.
Call Centre Customer Care Pocketbook
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Author :
language : en
Publisher:
Release Date :
Call Centre Customer Care Pocketbook written by and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on with categories.
Call Centre Pocketbook
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Author :
language : en
Publisher: Pocketbooks
Release Date : 2005
Call Centre Pocketbook written by and has been published by Pocketbooks this book supported file pdf, txt, epub, kindle and other format this book has been release on 2005 with Call centers categories.
Internet transactions offer customers convenience butremote trading has its price: customers feel much lessloyalty to individual companies and the loss of face-to-face contact can result in poor or non-existent customerservice. The Call Centre Customer Care Pocketbookaddresses these issues, and looks at how to retaincustomer loyalty ......
Project Management Pocketbook
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Author : Keith Posner
language : en
Publisher: Management Pocketbooks
Release Date : 2014-05-07
Project Management Pocketbook written by Keith Posner and has been published by Management Pocketbooks this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014-05-07 with Self-Help categories.
The Project Management Pocketbook is a practical, step-by-step guide to managing a project through to completion. It looks at each key stage and identifies the management techniques that can be applied. From objective-setting through to implementation, the book stresses the importance of good communication, teamworking and influencing skills. All too often, books on this subject cover the process of project management and not the people aspects. This Pocketbook addresses both. "Project management requires a multitude of skills - from vision and planning, to monitoring, communication, leadership and, of course, delivery. This pocketbook pulls together best practice from these diverse areas into one simple, easy-to-read booklet. Refreshingly, it has been written from a general business perspective (rather than I.T.), and is therefore applicable to anyone managing change."Adrian Guttridge, Vice President UK & Ireland, EDS "A lively guide based on real events that any of us may encounter in our everyday life at work or (as I found out after reading this) at home."Johann de Waal, Director, International SOS Insurance Services Ltd
Empowerment Pocketbook
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Author : Michael Applegarth
language : en
Publisher: Management Pocketbooks
Release Date : 2015-09-16
Empowerment Pocketbook written by Michael Applegarth and has been published by Management Pocketbooks this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015-09-16 with Business & Economics categories.
Empowerment is often confused with delegation and, wrongly, is often seen as a form of power or authority over another person. The authors of The Empowerment Pocketbook prefer to liken empowerment to a licence that is issued only after those concerned have proven their ability and only when the scope and conditions of the activity to which the licence applies are clearly defined. This Pocketbook explains what empowerment is, what can be gained when it is in place and how to put it there and keep it there. It will be helpful to managers, trainers, consultants and all those people who are concerned with getting the best from their workforce. Areas covered include: identifying the need for empowerment, enabling the individual, implementation (nine steps to get empowerment in place) and, finally, monitoring and feedback.
Call Center Management On Fast Forward
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Author : Brad Cleveland
language : en
Publisher: ICMI Inc.
Release Date : 1997
Call Center Management On Fast Forward written by Brad Cleveland and has been published by ICMI Inc. this book supported file pdf, txt, epub, kindle and other format this book has been release on 1997 with Business & Economics categories.
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.
Memory Pocketbook
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Author : Vicki Culpin
language : en
Publisher: Management Pocketbooks
Release Date : 2015-09-16
Memory Pocketbook written by Vicki Culpin and has been published by Management Pocketbooks this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015-09-16 with Business & Economics categories.
Memory is fundamental to our very existence. This title looks at the structure of memory, distinguishing between sensory memory and short- and long-term memory. It describes the causes of poor memory (tiredness, cognitive overload and poor concentration) and the key principles for improving it (attention, effort, motivation and meaning).
Feedback Pocketbook
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Author : Mike Pezet
language : en
Publisher: Management Pocketbooks
Release Date : 2015-09-16
Feedback Pocketbook written by Mike Pezet and has been published by Management Pocketbooks this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015-09-16 with Business & Economics categories.
Lack of feedback and coaching to aid development is the third most cited reason for resignations at work. 'Netgeners' with their reliance on social networking and instant messaging have added even greater impetus to the need for performance feedback. Feedback is integral to learning: it helps to develop skills, knowledge and confidence, and reinforces desired behaviours. It can reassure and thus reduce anxiety; and it can help people see the 'bigger picture', leading to greater alignment with organisational goals and needs. The Feedback Pocketbook encourages managers (and trainers) to use informal, formal and generative feedback as part of their day-to-day approach to motivating, managing and developing people. It explains how to construct and deliver feedback, and demonstrates how to use the underlying dynamics (explicit and implicit) to secure feedback acceptance.
Motivation Pocketbook
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Author : Max A. Eggert
language : en
Publisher: Management Pocketbooks
Release Date : 2015-09-16
Motivation Pocketbook written by Max A. Eggert and has been published by Management Pocketbooks this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015-09-16 with Business & Economics categories.
The Motivation Pocketbook examines the many different theories of motivation, drawing out the key points and offering management tips for each one. A useful problem-identifier points the way to the best theories to use in particular situations. For example, when people complain a lot the author recommends the 'ERG Theory', and when they lack direction he puts forward the 'Goal Theory'. There is also a review of the different character and personality types and what they are most likely to find motivational. In conclusion, the book lists nine basic rules of motivation, ten ways in which to keep yourself motivated and 100 ways in which to say 'well done'. To coin one of these expressions, 'sheer class' Max.
Storytelling Pocketbook
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Author : Roger E. Jones
language : en
Publisher: Management Pocketbooks
Release Date : 2012-01-01
Storytelling Pocketbook written by Roger E. Jones and has been published by Management Pocketbooks this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012-01-01 with Education categories.
People in business are conditioned to believe they must communicate in a rational, objective and logical manner, without emotion, if their point is to be accepted. The reality is, however, that stories engage both hearts and minds and are the most effective means to engage and persuade. The Storytelling Pocketbook shows readers how to use stories to get their ideas across and make a deeper connection with their audience. With practical exercises throughout, the book shows you how to create your own story frameworks, and explores the different settings in which you might use them, eg to ignite organisational change, to transfer knowledge, to build brands, to develop people.