Customer Service Call Control Strategies
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Customer Service Call Control Strategies
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Author :
language : en
Publisher:
Release Date : 2019
Customer Service Call Control Strategies written by and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019 with categories.
Customer service calls can sometimes get out of control. Upset and overtalkative callers take time and energy away from other customers and tasks. This is where practical call-control strategies come into play. Join customer service trainer Myra Golden as she explains the reasons customer calls get out of hand, and introduces simple strategies to get you back in control. Learn how use a limited response, take control with close-ended questions, assert your way out of a bad conversation, and practice proactive call management so customers feel heard. You'll leave the course with a variety of actionable tips to turn long, problematic phone calls into polite and efficient interactions.
Customer Service Call Control Strategies
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Author :
language : en
Publisher:
Release Date : 2019
Customer Service Call Control Strategies written by and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019 with categories.
Get tips for communicating on the phone with upset customers. Discover time-saving call-control strategies to move customer issues to resolution.
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.
A World Class Customer Service
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Author : Matthew Cutright
language : en
Publisher:
Release Date : 2021-06-08
A World Class Customer Service written by Matthew Cutright 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.
Callcenter Management By The Numbers
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Author : Jon Anton
language : en
Publisher: Purdue University Press
Release Date : 1997
Callcenter Management By The Numbers written by Jon Anton and has been published by Purdue University Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 1997 with Call centers categories.
Annotation With the emergence of the callcenter as a mission-critical part of the corporate customer service strategy, management of the callcenter has moved from a reactive "fire-fighting" style to a more proactive tactical style of professional management. Measurements drive behavior, and "you get what you measure and reward." The primary purpose of this book is to provide new professional callcenter managers with a methodology for "managing their callcenter by the numbers."
How To Be A Great Call Center Representative
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Author : Robert W. Lucas
language : en
Publisher: AMACOM Div American Mgmt Assn
Release Date : 2001
How To Be A Great Call Center Representative written by Robert W. Lucas and has been published by AMACOM Div American Mgmt Assn this book supported file pdf, txt, epub, kindle and other format this book has been release on 2001 with Business & Economics categories.
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.
Strategies For Making Effective Calls
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Author : Minh Wedel
language : en
Publisher:
Release Date : 2021-03-08
Strategies For Making Effective Calls written by Minh Wedel and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2021-03-08 with categories.
Most customer service communication happens over the phone. It's both more immediate and more personal than email exchanges, and results typically come faster. Many of these phone calls aren't particularly pleasant to start out with. Customers are coming to you confused and needing information or even breathing fire on the other end of the call. The burden is placed on the customer service representative to turn a generally unpleasant experience into a decidedly pleasant one, especially if they want to keep the customer happy. So how can you make customers happy through the phone call, no matter what they're calling for? With this book, it is a treasure chest of strategies that will help improve employee morale, customer retention, and mental health in the call center field.
Building Call Center Culture
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Author : Dan Coen
language : en
Publisher: Dcd Pub
Release Date : 2001-01-01
Building Call Center Culture written by Dan Coen and has been published by Dcd Pub this book supported file pdf, txt, epub, kindle and other format this book has been release on 2001-01-01 with Business & Economics categories.
Building Call Center Culture is a complete management book for every team lead, supervisor, manager and senior executive that supervises outbound and inbound sales and customer service contact centers. It stands out in two distinct ways from many other management books. First, Building Call Center Culture focuses entirely on managing the unique culture and environment that is a call center and customer contact center. Second, it is dedicated to the people-to-people side of the call center. People count, motivation matters and creating a world class communication culture is critical to success. By exploring the human side of call center operations, Building Call Center Culture identifies people supervision as its central premise.
Call Center Savvy
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Author : Keith Dawson
language : en
Publisher: CRC Press
Release Date : 1999-01-06
Call Center Savvy written by Keith Dawson and has been published by CRC Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 1999-01-06 with Computers categories.
It's not just the technology, the people, or the customers. It's all three, and more: call centers are not just places where calls arrive. They are a strategic business asset, the core of your business's customer relationship strategy. Call Center Savvy is an exploration of how the call center works, and how it fits into the big picture. What the f
Call Centers For Dummies
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Author : Real Bergevin
language : en
Publisher: John Wiley & Sons
Release Date : 2010-05-11
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 2010-05-11 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.