Wake Up Your Call Center

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Wake Up Your Call Center

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Author : Rosanne D'Ausilio
language : en
Publisher: Purdue University Press
Release Date : 2005

Wake Up Your Call Center written by Rosanne D'Ausilio 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 2005 with Business & Economics categories.

Annotation Fourth edition includes the Training Imperative, Self Service, Updated Statistics, and Expanded References.

Wake Up Your Life Is Calling

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Author : Mike Jaffe
language : en
Publisher: AuthorHouse
Release Date : 2011-11

Wake Up Your Life Is Calling written by Mike Jaffe and has been published by AuthorHouse this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011-11 with Business & Economics categories.

In this thought-provoking guide to creating the extraordinary life you've always wanted, business and personal coach Mike Jaffe will challenge you to dramatically redesign your life. Jaffe, a 9/11 survivor who worked on the 96th floor of the World Trade Center, arrived 20 minutes late to work that day after deciding to have breakfast with his wife and daughter. This was his personal wakeup call to realize that life is a precious gift and small actions can make a big difference. It's time to join him-and countless other successful individuals-in the Wakeup RevolutionTM. Stop floating or drifting. Stop waiting for "someday." Now is the time to own your path and start moving powerfully toward what you want. Wake Up! Your Life Is Calling will get you there by inspiring you to: • expand your universe of what you believe is possible • develop the internal fire and vision to stop accepting a life that is "fine" and push for one that is truly extraordinary • land your dream job, create that lasting relationship, and carve out time to achieve bigger goals. The secret? The five essential principles for rewriting your tomorrow contained in this book. Your life is waiting. Are you ready to dive in?

Cases In Call Center Management

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Author : Richard Feinberg
language : en
Publisher: Purdue University Press
Release Date : 2005

Cases In Call Center Management written by Richard Feinberg 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 2005 with Business & Economics categories.

Written by authorities on the call center industry, this book brings to light the strategic importance of call centers in today's business world. As interactions with customers move away from person-to-person the call center is becoming a vital force for corporate marketing and communication.

How To Kick Your Customer Service Up A Notch

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Author : Rosanne D'Ausilio
language : en
Publisher: Purdue University Press
Release Date : 2007-08

How To Kick Your Customer Service Up A Notch written by Rosanne D'Ausilio 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 2007-08 with Business & Economics categories.

Rosanne Daâ'¬Ausilio, Ph.D., is revealing the secrets aâ'¬ the secrets about stellar customer service. She knows great customer relationships begin with people, process, and technology. But Rosanne divulges the details, too aâ'¬ the insider tips you need to know to vault your customer service up a notch and give your organization the edge over the competition. Rosanne has spent her career looking at the call center industry. When she speaks, her words carry wisdom and value. Her comments are clear and practical. And you get her best 101 tips from aâ'¬Å"One Question for Your Customeraâ'¬Â to aâ'¬Å"Thinking Trapsaâ'¬Â to aâ'¬Å"Employee Accountability.aâ'¬Â If you donaâ'¬t have Rosanneaâ'¬s tips on your desk, you donaâ'¬t have top notch customer service at your company.

Designing The Best Call Center For Your Business

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Author : Brendan Read
language : en
Publisher: CRC Press
Release Date : 2005-01-02

Designing The Best Call Center For Your Business written by Brendan Read and has been published by CRC Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2005-01-02 with Computers categories.

Designing the Best Call Center for Your Business examines all key aspects of opening and expanding a live agent call center, with in-depth coverage on facilities and workstation design; site selection, including communications and power backups; f

Your Call Is Not That Important To Us

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Author : Emily Yellin
language : en
Publisher: Simon and Schuster
Release Date : 2010-08-17

Your Call Is Not That Important To Us written by Emily Yellin and has been published by Simon and Schuster this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010-08-17 with Business & Economics categories.

Bring up the subject of customer service phone calls and the blood pressure of everyone within earshot rises exponentially. Otherwise calm, rational, and intelligent people go into extended rants about an industry that seems to grow more inhuman and unhelpful with every phone call we make. And Americans make more than 43 billion customer service calls each year. Whether it's the interminable hold times, the outsourced agents who can't speak English, or the multitude of buttons to press and automated voices to listen to before reaching someone with a measurable pulse -- who hasn't felt exasperated at the abuse, neglect, and wasted time we experience when all we want is help, and maybe a little human kindness? Your Call Is (Not That) Important to Us is journalist Emily Yellin's engaging, funny, and far-reaching exploration of the multibillion-dollar customer service industry and its surprising inner-workings. Yellin reveals the real human beings and often surreal corporate policies lurking behind its aggravating façade. After reading this first-ever investigation of the customer service world, you'll never view your call-center encounters in quite the same way. Since customer service has a role in just about every industry on earth, Yellin travels the country and the world, meeting a wide range of customer service reps, corporate decision makers, industry watchers, and Internet-based consumer activists. She spends time at outsourced call centers for Office Depot in Argentina and Microsoft in Egypt. She gets to know the Mormon wives who answer JetBlue's customer service calls from their homes in Salt Lake City, and listens in on calls from around the globe at a FedEx customer service center in Memphis. She meets with the creators of the yearly Customer Rage Study, customer experience specialists at Credit Suisse in Zurich, the founder and CEO of FedEx, and the CEO of the rising Internet retailer Zappos.com. Yellin finds out which country complains about service the most (Sweden), interviews an actress who provides the voice for automated answering systems at many big corporations, and talks to the people who run a website (GetHuman.com that posts codes for bypassing automated voices and getting to an actual human being at more than five hundred major companies. Yellin weaves her vast reporting into an entertaining narrative that sheds light on the complex forces that create our infuriating experiences. She chronicles how the Internet and global competition are forcing businesses to take their customers' needs more seriously and offers hope from people inside and outside the globalized corporate world fighting to make customer service better for us all. Your Call Is (Not That) Important to Us cuts through corporate jargon and consumer distress to provide an eye-opening and animated account of the way companies treat their customers, how customers treat the people who serve them, and how technology, globalization, class, race, gender, and culture influence these interactions. Frustrated customers, smart executives, and dedicated customer service reps alike will find this lively examination of the crossroads of world commerce -- the point where businesses and their customers meet -- illuminating and essential.

The Language Of Outsourced Call Centers

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Author : Eric Friginal
language : en
Publisher: John Benjamins Publishing
Release Date : 2009

The Language Of Outsourced Call Centers written by Eric Friginal and has been published by John Benjamins Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2009 with Language Arts & Disciplines categories.

The Language of Outsourced Call Centers is the first book to explore a large-scale corpus representing the typical kinds of interactions and communicative tasks in outsourced call centers located in the Philippines and serving American customers. The specific goals of this book are to conduct a corpus-based register comparison between outsourced call center interactions, face-to-face American conversations, and spontaneous telephone exchanges; and to study the dynamics of cross-cultural communication between Filipino call center agents and American callers, as well as other demographic groups of participants in outsourced call center transactions, e.g., gender of speakers, agents' experience and performance, and types of transactional tasks. The research design relies on a number of analytical approaches, including corpus linguistics and discourse analysis, and combines quantitative and qualitative examination of linguistic data in the investigation of the frequency distribution and functional characteristics of a range of lexico/syntactic features of outsourced call center discourse.

Yearbook Of Experts Authorities And Spoke

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Author : Mitchell P. Davis
language : en
Publisher: Broadcast Interview Source, Inc
Release Date : 2006-02

Yearbook Of Experts Authorities And Spoke written by Mitchell P. Davis and has been published by Broadcast Interview Source, Inc this book supported file pdf, txt, epub, kindle and other format this book has been release on 2006-02 with Biography & Autobiography categories.

"The purpose of the Yearbook of Experts is to provide bona fide interview sources to working members of the news media"--Page 2

Philippine English

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Author : Ariane Macalinga Borlongan
language : en
Publisher: Taylor & Francis
Release Date : 2022-09-19

Philippine English written by Ariane Macalinga Borlongan and has been published by Taylor & Francis this book supported file pdf, txt, epub, kindle and other format this book has been release on 2022-09-19 with Language Arts & Disciplines categories.

Philippine English is a comprehensive reference work on the history, sociology, and linguistic structure of Philippine English. It offers readers unprecedented access to a synthesis of the last 50 years of research into Philippine English and puts forward a new and better understanding of the phenomenon of the nativization of English in the Philippines and the emergence of Philippine English. This definitive resource covers in great length and depth all that is currently known about the new English. The chapters offer detailed descriptions of Philippine English at various linguistic levels in addition to examining the psychosociolinguistic factors which shaped the language. Offering discussions of practice, language policy, language education, language teaching, and the relevance of English in various social phenomena in the Philippines, readers will find everything they need to know on theory, methodology, and application in the study of Philippine English.

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 Business & Economics 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."