CALL CENTER BLURBS

The authors interview successful coaches and spent time watching them using call evaluation reports to determine agent call handling improvements. The book is full of tips and ideas gleaned from site visits to contact centers. In addition, the authors include verbatim suggestions from contact center coaches detailing their advice on what works and what doesn't work in dealing with agent improvement initiatives. 

It's a course for anyone charged with the task of improving call center performance in the form of customer satisfaction, increased sales, shorter call times, and greater employee satisfaction. 

This method of coaching eliminates: - Stress on coaches and agents - The need for constructive criticism The Positive Coach Approach is: - A proven way to get more and better results - A kinder approach to performance improvement.

101 lessons, concise and clear to understand, quick to read and digest, supported by lesson plans and cartoons to consider, brainstorm and then implement in your call center.  Each lesson is meaningful, important, and even critical to call center management and operations. Enjoy a special book focused on the people side of contact centers. We call it "Human Engineering". Terrific ideas for supervising people, driving sales and service and building operations in your inside sales or customer care contact center.

Chetan Bhagat’s delicious romantic comedy takes us inside the world of the international call center, where cultural cross-wires come together with perfect pathos, hilarity, and spice.

Call Centers For Dummies serves as the ideal resource for call center managers. Concentrating on revenue generation, efficiency, and customer satisfaction, it helps managers improve their results and affect their company's bottom line. With new tools and tactics specifically designed for call center managers, Call Centers For Dummies helps put a value on customer relations efforts undertaken in call centers and helps managers implement new strategies for continual improvement of customer service. 

Is it time to drive performance in your call center? This is a terrific book to teach managers the principles of creating dynamite results in the call center.  It was written for managers, executives, supervisors and trainers who manage call center, inside sales and customer care departments.

"... great resource for beginners looking to save both time and money while providing their employees with the training they need.” - Niche Magazine

Filled with specific defusing tactics and key behavioral insights, this user-friendly handbook can show you how to reduce stress, find the right words to say, and handle hostile customers with ease and confidence. Even if the customer is sometimes wrong, you'll know the right way to build long-term relationships and achieve long-lasting results in every business situation.

It covers every aspect of call center management - service level, forecasting, scheduling, resource calculations, metrics, quality, budgeting, reporting, strategy and key enabling technologies - in a format that is well-organized and easy to understand. The updated and expanded edition contains important new information, including: Trends in customer expectations; Best practices in performance reports and objectives; How to create an effective customer access strategy appropriate for today's environment; How to manage multichannel contacts with quality; New technologies and how they re changing customer contact services; Improving the call center's strategic impact and ROI; 

As the cost of doing business increases, call centers and help desks are frequently moving overseas. How can your center remain competitive? Is pooling the best way to slash your wait times? James Abbott concisely answers these questions as he leads you through the world of process-centered customer service. Strategic and tactical terms, how to choose metrics to measure, and the miracle of Queuing Science are covered thoroughly, using easy-to-grasp anecdotes to explain the key technical topics. 

"….makes a powerful argument for turning your call center into the kind of corporate asset that executives only dream about." -- Call Center Magazine

The Real-Time Contact Center is a practical guide to building a service infrastructure that will simultaneously exceed your customers’ expectations, and build revenues. The book is packed with step-by-step implementation plans for migrating from your current model to the real-time contact center, and offers a complete package of winning strategies, practical guidelines, and best practices.

This book clarifies the sometimes complex and often confusing array of technologies that enable call center success. It will lead you through the labyrinth of customer contact technology jargon, common misperceptions and marketing hype to help you align technology with business needs and optimize your technology investments.

A complete resource for providing learning, training and development within contact centers.  Whether for induction or for periodic training, those who train staff will find it a valuable resource.  It also offers call center managers and trainers information with which to benchmark training and identifies best practice in learning and development. It addresses the key areas of training call center staff including: quality of customer service, dealing with difficult customers, outsourcing and offshore training, and measuring and evaluating performance.

This tutorial offers help to improve every telephone interaction a company has with its valued customers. Drawn from Davis' experiences, the book includes exercises, stories and examples of how attitude, telephone etiquette, communication styles and listening skills impact the bottom line.

Help your employees to excel in dealing with the public with this stimulating, fun-filled collection of customer service training games. Designed not only to teach important skills but also to spark enthusiasm and a high level of involvement in the participants, these games utilize entertaining and instructive techniques such as role-playing, charades, brainstorming, and debate. As a result of these exercises, employees will learn how to create a rapport with the customer, how to focus on the unique needs of individual customers, how to maintain a positive attitude, and more.

It takes the reader through the step-by-step process of forecasting workload, calculating staff, creating schedules, tracking daily performance, and managing by the numbers in a call center.