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Call Center Connections
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Book Synopsis Call Center Connections by : Peter Lyle DeHaan
Download or read book Call Center Connections written by Peter Lyle DeHaan and published by Rock Rooster Books. This book was released on 2024-06-06 with total page 168 pages. Available in PDF, EPUB and Kindle. Book excerpt: Running a call center is hard. But it can also be rewarding. Tip the balance in your favor with Call Center Connections to discover the keys to produce successful customer service outcomes. Experience a thriving center operation and become a leader in customer service with Call Center Connections. Benefits: - Boost staff morale and appreciation - Create a positive customer experience - Improve leadership skills and strategies What's inside: - Learn how to find the perfect call center manager - Explore the benefits of using home-based agents - Discover the impact of artificial intelligence on call centers Written by call center veteran and publisher of Connections Magazine, Peter Lyle DeHaan, PhD, this book offers practical insights and tips from his extensive industry experience. Discover: - How your management style may be hurting your call center - An easy way to determine agent starting pay - Ways to enhance the customer experience - Five tips for agent customer service success - How to optimize your call center for better outcomes Don't miss out on the opportunity to improve your call center operations and exceed customer expectations. Get your copy of Call Center Connections today.
Book Synopsis Call Center Management on Fast Forward by : Brad Cleveland
Download or read book Call Center Management on Fast Forward written by Brad Cleveland and published by ICMI Inc.. This book was released on 1997 with total page 312 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Book Synopsis Advice from a Call Center Geek by : Thomas Laird
Download or read book Advice from a Call Center Geek written by Thomas Laird and published by . This book was released on 2018-08-21 with total page 90 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Advice from a Call Center Geek: Rethinking Call Center Operations is a field manual for the 21st century contact center. Practical, poignant, and funny, Tom dishes out amazing real-world advice that has made his organization successful. From culture to education to incentives, Tom addresses the key areas to make your contact center world-class!"Paul HerdmanHead of Customer ExperienceNICE inContactAdvice From a Call Center Geek takes a look at a new way of running today's high end contact center. Tom Laird, the CEO of award winning Expivia Interaction Marketing, 600 seat BPO call center guides you through the process of developing a world class operation.This book will take you through the process of evaluating and changing your call center's culture, how to look beyond a resume to hire the "right" associates and show you how to educate for quality while maintaining high level management. Advice from a Call Center Geek will make you rethink how the call center manager of today should be looking at running their call center.
Book Synopsis The Call Center Dictionary by : Madeline Bodin
Download or read book The Call Center Dictionary written by Madeline Bodin and published by CRC Press. This book was released on 2002-01-03 with total page 232 pages. Available in PDF, EPUB and Kindle. Book excerpt: Call centres have become the crucial front line for managing customer relationships. This book covers a range of call center terminology. It explains relevant terms, and provides the call center manager with a quick reference that covers the technology and operational issues that come up in running and improving a call center.
Book Synopsis Call Center Rocket Science by : Randy Rubingh
Download or read book Call Center Rocket Science written by Randy Rubingh and published by Createspace Independent Pub. This book was released on 2013-03-20 with total page 206 pages. Available in PDF, EPUB and Kindle. Book excerpt: "I once heard it said that running a call center is not rocket science. While you may not need the skills and education of an aerospace engineer, successful call center management does require certain skills and insight."-RANDY RUBINGH Call Center Rocket Science gives practical, hands on advice for today's customer service professionals. Here you will find real world 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 take successfully take calls starting their first day on the floor. Effective Role playing strategies to increase effectiveness of training. Management: Creating a world class culture to motivate and retain your staff. How to look at and understand call center statistics. Call Center Operations: How to handle the day to day activity of a call center, and manage the business without constantly fighting fires. Outsourcing: For outsourcers- tips on how to make your client satisfied and give you more business. For those who outsource there are tips on how to get below the surface to truly understanding the level of service being provided by your service provider. Overall 110 tips that most centers can implement right away and receive immediate benefit of improved operations, and higher levels of employee and customer satisfaction.
Book Synopsis One Night at the Call Center by : Chetan Bhagat
Download or read book One Night at the Call Center written by Chetan Bhagat and published by Ballantine Books. This book was released on 2008-12-10 with total page 322 pages. Available in PDF, EPUB and Kindle. Book excerpt: Press 1 for technical support. Press 2 for broken hearts. Press 3 if your life has totally crashed. . . . Six friends work nights at a call center in India, providing technical support for a major U.S. appliance corporation. Skilled in patience–and accent management–they help American consumers keep their lives running. Yet behind the headsets, everybody’s heart is on the line. Shyam (Sam to his callers) has lost his self-confidence after being dumped by the girl who just so happens to be sitting next to him. Priyanka’s domineering mother has arranged for her daughter’s upscale marriage to an Indian man in Seattle. Esha longs to be a model but discovers it’s a horizontal romp to the runway. Lost, dissatisfied Vroom has high ideals, but compromises them by talking on the phone to idiots each night. Traditional Radhika has just found out that her husband is sleeping with his secretary. And Military Uncle (nobody knows his real name) sits alone working the online chat. They all try to make it through their shifts–and maintain their sanity–under the eagle eye of a boss whose ego rivals his incompetence. But tonight is no ordinary night. Tonight is Thanksgiving in America: Appliances are going haywire, and the phones are ringing off their hooks. Then one call, from one very special caller, changes everything. 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.
Book Synopsis Customer Connections by : Robert Edwin Wayland
Download or read book Customer Connections written by Robert Edwin Wayland and published by Harvard Business Press. This book was released on 1997 with total page 290 pages. Available in PDF, EPUB and Kindle. Book excerpt: Management consultants in highly successful separate firms, Wayland and Cole collaborate to offer a comprehensive system for putting customer relationships at the center of a business and give managers the tools for implementing customer-based strategies to improve profitability and growth.
Book Synopsis Collaborative Intelligence by : Dawna Markova
Download or read book Collaborative Intelligence written by Dawna Markova and published by Random House. This book was released on 2015-08-11 with total page 386 pages. Available in PDF, EPUB and Kindle. Book excerpt: A breakthrough book on the transformative power of collaborative thinking Collaborative intelligence, or CQ, is a measure of our ability to think with others on behalf of what matters to us all. It is emerging as a new professional currency at a time when the way we think, interact, and innovate is shifting. In the past, “market share” companies ruled by hierarchy and topdown leadership. Today, the new market leaders are “mind share” companies, where influence is more important than power, and success relies on collaboration and the ability to inspire. Collaborative Intelligence is the culmination of more than fifty years of original research that draws on Dawna Markova’s background in cognitive neuroscience and her most recent work, with Angie McArthur, as a “Professional Thinking Partner” to some of the world’s top CEOs and creative professionals. Markova and McArthur are experts at getting brilliant yet difficult people to think together. They have been brought in to troubleshoot for Fortune 500 leaders in crisis and managers struggling to inspire their teams. When asked about their biggest challenges at work, Markova and McArthur’s clients all cite a common problem: other people. This response reflects the way we have been taught to focus on the gulfs between us rather than valuing our intellectual diversity—that is, the ways in which each of us is uniquely gifted, how we process information and frame questions, what kind of things deplete us, and what engages and inspires us. Through a series of practices and strategies, the authors teach us how to recognize our own mind patterns and map the talents of our teams, with the goal of embarking together on an aligned course of action and influence. In Markova and McArthur’s experience, managers who appreciate intellectual diversity will lead their teams to innovation; employees who understand it will thrive because they are in touch with their strengths; and an entire team who understands it will come together to do their best work in a symphony of collaboration, their individual strengths working in harmony like an orchestra or a high-performing sports team. Praise for Collaborative Intelligence “Rooted in the latest neuroscience on the nature of collaboration, Collaborative Intelligence celebrates the power of working and thinking together at the highest levels of business and politics, and in the smallest aspects of our everyday lives. Dawna Markova and Angie McArthur show us that our ability to collaborate is not only a measure of intelligence, but essential to solving the world’s problems and seeing the possibilities in ourselves and others.”—Arianna Huffington “This inspiring book teaches you how to align your intention with the intention of others, and how, through shared strengths and talents, you have every right to expect greatness and set the highest goals and expectations.”—Deepak Chopra “Everyone talks about collaboration today, but the rhetoric typically outweighs the reality. Collaborative Intelligence offers tangible tools for those serious about becoming ‘system leaders’ who can close the gap and make collaboration real.”—Peter M. Senge, author of The Fifth Discipline “I have worked with Markova and McArthur for several years, focusing on achieving better results through intellectual diversity. Their approach has encouraged more candid debate and collaborative behavior within the team. The team, not individuals, becomes the hero.”—Al Carey, CEO, PepsiCo
Download or read book Call Center Savvy written by Keith Dawson and published by CRC Press. This book was released on 1999-01-06 with total page 151 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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
Book Synopsis Call Center Operation by : Duane Sharp
Download or read book Call Center Operation written by Duane Sharp and published by Elsevier. This book was released on 2003-05-14 with total page 320 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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
Book Synopsis The Great Dolomite Road Bolzano - Cortina by : Enrico Massetti
Download or read book The Great Dolomite Road Bolzano - Cortina written by Enrico Massetti and published by Enrico Massetti Publishing. This book was released on 2020-10-19 with total page 72 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Great Dolomites Road crosses three regions: Südtirol, Trentino, and Veneto. It is a classic itinerary to visit some of the most scenic parts of the Dolomites. I advised anyone driving along it is to begin in Bozen (Bolzano in Italian). The road is paved and very well developed; however, it is very curvy with a maximum gradient of 12% and requires real driving. I only partly recommended the route for teams because the streets are very narrow and confusing, especially from the Fassa Valley onwards. This guide will help you go on the entire road, with clear color maps that indicate the distance and time between places, in addition to photos of the localities. It gives you the route to follow between the different stages. Numerous viewpoints and parking areas on the Great Dolomite Road allow a panoramic view of the surrounding Dolomites. The guide starts with a description of the attractions in Bolzano, the Ötzi – the Iceman Museum, Bolzano's castles, and nearby locations. It then leads you in a drive from Bolzano to Cortina d'Ampezzo, going through the Carezza Lake, Val di Fassa, and the Tofana. It contains many reviews for the best-recommended restaurants at the location described. An extensive section full of useful information on how to get to Bolzano and Cortina, and how to go back, plus what kind of services are available to rent a bike, the favorite means of transportation to ride the Great Road, are available.
Book Synopsis Design Patterns in Communications Software by : Linda Rising
Download or read book Design Patterns in Communications Software written by Linda Rising and published by Cambridge University Press. This book was released on 2001-07-23 with total page 576 pages. Available in PDF, EPUB and Kindle. Book excerpt: This is the definitive compendium of design patterns in communication software, gathered together by Linda Rising, Ph.D., a recognized leader in the field. Contributors include James O. Coplien, Douglas C. Schmidt, Robert Hanmer, Greg Utas, Just van den Broecke, Don Olson, Carlos O'Ryan, Christopher D. Gill, and other experts from the patterns community. This is the ideal reference for engineers and other professionals working in the field of communications software development.
Book Synopsis Amazon Connect: Up and Running by : Jeff Armstrong
Download or read book Amazon Connect: Up and Running written by Jeff Armstrong and published by Packt Publishing Ltd. This book was released on 2021-04-23 with total page 338 pages. Available in PDF, EPUB and Kindle. Book excerpt: Explore Amazon Connect, from implementing call flows and creating AI bots to integrating artificial intelligence solutions and analyzing critical customer sentiment Key FeaturesDiscover how to integrate chat with Connect to allow organizations to reduce operations costsLeverage machine learning to perform natural language processing (NLP) for analyzing customer feedback and trendsLearn how to integrate your enterprise application with Amazon ConnectBook Description Amazon Connect is a pay-as-you-go cloud contact center solution that powers Amazon's customer contact system and provides an impressive user experience while reducing costs. Connect's scalability has been especially helpful during COVID-19, helping customers with research, remote work, and other solutions, and has driven adoption rates higher. Amazon Connect: Up and Running will help you develop a foundational understanding of Connect's capabilities and how businesses can effectively estimate the costs and risks associated with migration. Complete with hands-on tutorials, costing profiles, and real-world use cases relating to improving business operations, this easy-to-follow guide will teach you everything you need to get your call center online, interface with critical business systems, and take your customer experience to the next level. As you advance, you'll understand the benefits of using Amazon Connect and cost estimation guidelines for migration and new deployments. Later, the book guides you through creating AI bots, implementing interfaces, and leveraging machine learning for business analytics. By the end of this book, you'll be able to bring a Connect call center online with all its major components and interfaces to significantly reduce personnel overhead and provide your customers with an enhanced user experience (UX). What you will learnBecome well-versed with the capabilities and benefits of Amazon ConnectDetermine cost-effective solutions by integrating Connect with AWSCreate, modify, and connect contact flows to improve efficiencyBuild a conversational interface with Amazon LexFind out how to transfer contact records out of Connect via KinesisGather user insights and improve business operations with Amazon QuickSightAnalyze customer-agent conversations with ML speech analytics capabilitiesDiscover ways to provide superior customer service at a lower costWho this book is for This Amazon Connect book is for anyone looking to save costs and improve their customer experience through a more advanced call center using Amazon Connect and other AWS capabilities. A technical understanding of Amazon Web Services (AWS) and beginner-level business administration experience are necessary to address cost concerns and risks.
Book Synopsis 42 Rules for Outsourcing Your Call Center by : Geoffrey A. Best
Download or read book 42 Rules for Outsourcing Your Call Center written by Geoffrey A. Best and published by Happy About. This book was released on 2011-09-29 with total page 140 pages. Available in PDF, EPUB and Kindle. Book excerpt: Annotation A foundation for anyone considering outsourcing their call center, this volume provides a path for companies outsourcing their first call center with a logical sequence of steps for moving an existing operation to an outsourced organization.
Author :United States. Congress. House. Committee on Ways and Means. Subcommittee on Income Security and Family Support Publisher : ISBN 13 : Total Pages :108 pages Book Rating :4.:/5 (327 download)
Book Synopsis Hearing on the Implementation of the Fostering Connections to Success and Increasing Adoptions Act by : United States. Congress. House. Committee on Ways and Means. Subcommittee on Income Security and Family Support
Download or read book Hearing on the Implementation of the Fostering Connections to Success and Increasing Adoptions Act written by United States. Congress. House. Committee on Ways and Means. Subcommittee on Income Security and Family Support and published by . This book was released on 2010 with total page 108 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Publisher :Information Gatekeepers Inc ISBN 13 : Total Pages :10 pages Book Rating :4./5 ( download)
Download or read book written by and published by Information Gatekeepers Inc. This book was released on with total page 10 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Location, Location, Location by : Marcel De Meirleir
Download or read book Location, Location, Location written by Marcel De Meirleir and published by Routledge. This book was released on 2012-12-06 with total page 173 pages. Available in PDF, EPUB and Kindle. Book excerpt: Choosing the right location for a business can assure its success, and avoid costly problems. Location, Location, Location examines this foundational aspect of business profitability, and outlines the principles and procedures necessary to identify an optimal site. This practical book offers advice on how to invest wisely on real estate to minimize risks, and maximize returns. This concise guide by Marcel De Meirleir, a leading site consultant with over fifty years of professional practice, explains how to measure the positive and negative attributes of a site. Its useful and accessible format includes anecdotes, cases studies, and tools for evaluating and selecting sites for different kinds of facilities like headquarters, warehouses, call centers, among others. Other topics in Location, Location, Location include: Analysis of critical and intangible factors Taxes and tax incentives Industrial location and ecology Location feasibility studies The BERI rating Infrastructure Costs analysis, and much more! Location, Location, Location is an authoritative and valuable resource for business owners, decision makers, and consultants who wish to find, expand, or relocate their facilities. This comprehensive volume also provides strategies for regional government officials seeking to attract investments in their area.
