The Call Centre Training Handbook
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The Call Centre Training Handbook
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Author : John P. Wilson
language : en
Publisher:
Release Date : 2009
The Call Centre Training Handbook written by John P. Wilson and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2009 with BUSINESS & ECONOMICS categories.
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.
How To Survive Thrive In A Call Centre
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Author : Alison Mathiebe
language : en
Publisher:
Release Date : 2011-08-01
How To Survive Thrive In A Call Centre written by Alison Mathiebe and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011-08-01 with categories.
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
Gower Handbook Of Call And Contact Centre Management
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Author : Natalie Calvert
language : en
Publisher: Routledge
Release Date : 2017-05-15
Gower Handbook Of Call And Contact Centre Management written by Natalie Calvert and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017-05-15 with Business & Economics categories.
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.
The Call Center Handbook
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Author : Keith Dawson
language : en
Publisher: CRC Press
Release Date : 2003-11-20
The Call Center Handbook 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 2003-11-20 with Technology & Engineering categories.
Need to know how to buy a phone switch for your call center? How to measure the productivity of agents? How to choose from two cities that both want your center? No problem. The Call Center Handbook is a complete guide to starting, running, and im
Speak Right For A Call Center Job
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Author : Arjun Raina
language : en
Publisher: Penguin Books
Release Date : 2004
Speak Right For A Call Center Job written by Arjun Raina and has been published by Penguin Books this book supported file pdf, txt, epub, kindle and other format this book has been release on 2004 with Call Centres categories.
Speak English right for today's hottest career option. Speak Right for a Call Centre Job! is a complete training guide to developing English speaking skills for anyone who wants to enter the international call centre industry. To speak with customers across the globe, and answer queries satisfactorily, call centre tele-agents need to be clear, prompt and precise with their responses, and speak English correctly, pleasantly and intelligibly. Based on the author's long and varied experience in call centre training, this book provides an easy-to-follow step-by-step programme in building English speaking skills, along with helpful hints on coping with lifestyle changes in a call centre. If you've been wondering how you can pick up the skills required for a call centre job quickly, without enrolling in a training centre and spending a fortune, this book is for you. The key features of the book are: The daily mantra: a few simple exercises to get your speaking skills in order Six easy and well-designed lessons to help you speak English clearly and confidently A quick guide to understanding 'American English' Practice scripts for business-related conversations A quick and fun guide to English grammar and construction A self-aptitude test to perfect your entry level skills.
The Call Center Handbook
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Author : Keith Dawson
language : en
Publisher: CRC Press
Release Date : 2007-03-30
The Call Center Handbook 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 2007-03-30 with Computers categories.
This book is for people who work in a call center and common traits the call center location must offer. It contains practical observations about how to use particular technologies, and ideas about how to run the call center, which has become its own corporate discipline.
Call Center Operation
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Author : Duane Sharp
language : en
Publisher: Digital Press
Release Date : 2003-04-28
Call Center Operation written by Duane Sharp and has been published by Digital Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2003-04-28 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
Contact
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Author : Jack A. Green
language : en
Publisher: Scarborough, Ont. : Nelson Canada
Release Date : 2000
Contact written by Jack A. Green and has been published by Scarborough, Ont. : Nelson Canada this book supported file pdf, txt, epub, kindle and other format this book has been release on 2000 with Business & Economics categories.
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.
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.
Call Center People Management Handbook And Study Guide
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Author : Brad Cleveland
language : en
Publisher: ICMI Press (International Customer Management Institute)
Release Date : 2004
Call Center People Management Handbook And Study Guide written by Brad Cleveland and has been published by ICMI Press (International Customer Management Institute) this book supported file pdf, txt, epub, kindle and other format this book has been release on 2004 with Business categories.
This handbook/study guide is part one of ICMI's comprehensive, four-part series on call center management, which includes people management, operations management, customer relationship management, and leadership and business management. Topics in People Management include: *Organizational structure *Staffing *Hiring and retention *Turnover *Training *Performance objectives *Monitoring and coaching *Motivation and culture *Career development *Legal and regulatory issues