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Call Center Recruiting And New Hire Training
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Book Synopsis Call Center Recruiting and New-Hire Training by : Brad Cleveland
Download or read book Call Center Recruiting and New-Hire Training written by Brad Cleveland and published by ICMI Press (International Customer Management Institute). This book was released on 2004-07-01 with total page 153 pages. Available in PDF, EPUB and Kindle. Book excerpt: Revised and Updated with New Material! Finding and retaining qualified agents is an endless challenge for call centers. An effective recruiting strategy, combined with a motivating, supportive training program that keeps new-hires charged about their potential with the company, will pay off in lower hiring costs and higher staff retention. Call Center Recruiting and New-Hire Training offers call center managers valuable insights and ideas on: ? Developing retention-oriented recruiting strategies ? How to select the most qualified candidates ? Developing new-hires into successful agents ? Recruiting and training call center supervisors ? Alternative labor pools Each chapter is filled with innovative practices, strategies and best practices from call centers that have successfully put a stop to the revolving door of agent attrition.
Book Synopsis Recruiting and Retaining Call Center Employees (In Action Case Study Series) by : Natalie Petouhoff
Download or read book Recruiting and Retaining Call Center Employees (In Action Case Study Series) written by Natalie Petouhoff and published by Association for Talent Development. This book was released on 2023-05-26 with total page 234 pages. Available in PDF, EPUB and Kindle. Book excerpt: What's your strategy to remain competitive? Trainers realize that recruiting the right people with the right skills and providing them with great training is key to creating a great business. With the arrival of measurement and return-on-investment calculations for these key business activities comes the realization from business professionals that performance management does make a difference in profits, sales, and customer satisfaction. With a company's need to recruit and keep the best talent, performance management is its best strategy for remaining competitive in the global marketplace in which employees have more choices than ever before. Performance management is used to improve both personal and organizational skills. Recruiting and Retaining Call Center Employees illustrates the various ways employees can reach their potential and thereby contribute to the bottom line, made all the more profitable by creating stronger and more stable companies that can offer higher wages and excellent benefit packages. Combining theory with practical advice on training, recruiting, and evaluating programs, this book provides the trainer with practical models and guides. Plus, cases on process and technology provide a full range of solutions in creating a call center that is well ahead of the competition. ASTD is proud to present the 22nd book in the IN ACTION series: 11 cases that provide numerous examples of performance management programs in diverse applications. One basic premise remains constant in all of the applications: People matter most, and, when they adopt a relationship-based leadership style, the workplace becomes successful. Performance management involves all willing participants creating a learning environment together.
Book Synopsis The Call Center Handbook by : Keith Dawson
Download or read book The Call Center Handbook written by Keith Dawson and published by CRC Press. This book was released on 2003-11-20 with total page 285 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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
Book Synopsis Bottom-Line Call Center Management by : David L. Butler
Download or read book Bottom-Line Call Center Management written by David L. Butler and published by Routledge. This book was released on 2007-06-01 with total page 199 pages. Available in PDF, EPUB and Kindle. Book excerpt: 'Bottom-Line Call Center Management breaks new ground by addressing key skills and techniques in assessing and implementing effective management practices to maximize the human and capital resources at the call center manager's disposal. Drawing on the author's unique data sets and years of research experience in the industry, 'Bottom-Line Call Center Management' helps call center managers evaluate their current status, implement cost-effective changes, and measure results of their changes to ensure a culture of accountability within the call center at all levels increasing the bottom line. The processes include an evaluation of current customer service representatives, defining, delimiting and assessing the labor shed of the center, and exploring the customer service representative's unique skills and leveraging those skills into a unique and dynamic work environment. Likewise, the process also determines the learning skills and competencies necessary to meet and exceed the basic requirements for all call centers. Furthermore, each step has a pre, in-process, and post evaluation to ensure projects are progressing according to plan. Lastly, all evaluations are measured against the bottom line through a return on investment (ROI) model. The framework for this book uses the culture of call centers, defined and lived through the customer service representatives, as the lens to view all processes, measurements, accountability and return on investment. This framework is critical since there has been much emphasis on technology-as-a-solution which treats the employees as a hindrance instead of the enablers of positive change. Likewise, customer service representatives eventually act as strong determinants of success with the call center and thus the bottom line.
Book Synopsis Recruiting, Interviewing, Selecting & Orienting New Employees by : Diane Arthur
Download or read book Recruiting, Interviewing, Selecting & Orienting New Employees written by Diane Arthur and published by Amacom Books. This book was released on 2006 with total page 382 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Recruiting, Interviewing, Selecting & Orienting New Employees is a practical and user-friendly guide to the entire employment process. Written and designed for daily use in both high-volume and smaller hiring environments, the book includes step-by-step guidelines; specific interview and reference questions to ask (plus the ones to avoid); and information on powerful new electronic recruiting strategies, more effective orientation programs, and more." "The book covers the entire employment process and includes hundreds of sample questions to use as is or adapt to your specific needs. You'll also find a selection of targeted forms and checklists that will help keep your hiring initiatives humming along."--Jacket.
Book Synopsis Bottom-Line Call Center Management by : David L. Butler
Download or read book Bottom-Line Call Center Management written by David L. Butler and published by Routledge. This book was released on 2007-06-01 with total page 201 pages. Available in PDF, EPUB and Kindle. Book excerpt: 'Bottom-Line Call Center Management breaks new ground by addressing key skills and techniques in assessing and implementing effective management practices to maximize the human and capital resources at the call center manager's disposal. Drawing on the author's unique data sets and years of research experience in the industry, 'Bottom-Line Call Center Management' helps call center managers evaluate their current status, implement cost-effective changes, and measure results of their changes to ensure a culture of accountability within the call center at all levels increasing the bottom line. The processes include an evaluation of current customer service representatives, defining, delimiting and assessing the labor shed of the center, and exploring the customer service representative's unique skills and leveraging those skills into a unique and dynamic work environment. Likewise, the process also determines the learning skills and competencies necessary to meet and exceed the basic requirements for all call centers. Furthermore, each step has a pre, in-process, and post evaluation to ensure projects are progressing according to plan. Lastly, all evaluations are measured against the bottom line through a return on investment (ROI) model. The framework for this book uses the culture of call centers, defined and lived through the customer service representatives, as the lens to view all processes, measurements, accountability and return on investment. This framework is critical since there has been much emphasis on technology-as-a-solution which treats the employees as a hindrance instead of the enablers of positive change. Likewise, customer service representatives eventually act as strong determinants of success with the call center and thus the bottom line.
Book Synopsis How to Hire, Train & Keep the Best Employees for Your Small Business by : Dianna Podmoroff
Download or read book How to Hire, Train & Keep the Best Employees for Your Small Business written by Dianna Podmoroff and published by Atlantic Publishing Company. This book was released on 2005 with total page 288 pages. Available in PDF, EPUB and Kindle. Book excerpt: Book & CD-ROM. Ask any manager today and they will say their biggest concern is the competition for talented, good employees. The business costs and impact of employee turnover can be grouped into four major categories: costs resulting from a person leaving, hiring costs, training costs and lost productivity costs. The estimated cost to replace an employee is at least 150 percent of the person's base salary. As you can see, managers must learn to hire, train and keep your employees highly motivated. This book will help you to learn the fundamentals of sound hiring, how to identify high-performance candidates and how to spot evasions. You will learn to create a workplace full of self-motivated employees who are highly purpose-driven. The book contains a wide assortment of carefully worded questions that help to make the process more effective. Innovative step-by-step descriptions of how to recruit, interview, hire, train and keep the best people for every position in your organisation. This book is filled to the brim with innovative and fun training ideas (that cost little or nothing) and ideas for increasing employee involvement and enthusiasm. When you get your employees involved and enthused, you will keep them interested and working with you, not against you. With the help of this book, get started today on building your workplace into one that inspires employees to do excellent work because they really want to!
Book Synopsis Introduction to Business by : Lawrence J. Gitman
Download or read book Introduction to Business written by Lawrence J. Gitman and published by . This book was released on 2024-09-16 with total page 1455 pages. Available in PDF, EPUB and Kindle. Book excerpt: Introduction to Business covers the scope and sequence of most introductory business courses. The book provides detailed explanations in the context of core themes such as customer satisfaction, ethics, entrepreneurship, global business, and managing change. Introduction to Business includes hundreds of current business examples from a range of industries and geographic locations, which feature a variety of individuals. The outcome is a balanced approach to the theory and application of business concepts, with attention to the knowledge and skills necessary for student success in this course and beyond. This is an adaptation of Introduction to Business by OpenStax. You can access the textbook as pdf for free at openstax.org. Minor editorial changes were made to ensure a better ebook reading experience. Textbook content produced by OpenStax is licensed under a Creative Commons Attribution 4.0 International License.
Download or read book Ask a Manager written by Alison Green and published by Ballantine Books. This book was released on 2018-05-01 with total page 306 pages. Available in PDF, EPUB and Kindle. Book excerpt: From the creator of the popular website Ask a Manager and New York’s work-advice columnist comes a witty, practical guide to 200 difficult professional conversations—featuring all-new advice! There’s a reason Alison Green has been called “the Dear Abby of the work world.” Ten years as a workplace-advice columnist have taught her that people avoid awkward conversations in the office because they simply don’t know what to say. Thankfully, Green does—and in this incredibly helpful book, she tackles the tough discussions you may need to have during your career. You’ll learn what to say when • coworkers push their work on you—then take credit for it • you accidentally trash-talk someone in an email then hit “reply all” • you’re being micromanaged—or not being managed at all • you catch a colleague in a lie • your boss seems unhappy with your work • your cubemate’s loud speakerphone is making you homicidal • you got drunk at the holiday party Praise for Ask a Manager “A must-read for anyone who works . . . [Alison Green’s] advice boils down to the idea that you should be professional (even when others are not) and that communicating in a straightforward manner with candor and kindness will get you far, no matter where you work.”—Booklist (starred review) “The author’s friendly, warm, no-nonsense writing is a pleasure to read, and her advice can be widely applied to relationships in all areas of readers’ lives. Ideal for anyone new to the job market or new to management, or anyone hoping to improve their work experience.”—Library Journal (starred review) “I am a huge fan of Alison Green’s Ask a Manager column. This book is even better. It teaches us how to deal with many of the most vexing big and little problems in our workplaces—and to do so with grace, confidence, and a sense of humor.”—Robert Sutton, Stanford professor and author of The No Asshole Rule and The Asshole Survival Guide “Ask a Manager is the ultimate playbook for navigating the traditional workforce in a diplomatic but firm way.”—Erin Lowry, author of Broke Millennial: Stop Scraping By and Get Your Financial Life Together
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 Simulations for Personnel Selection by : Michael Fetzer
Download or read book Simulations for Personnel Selection written by Michael Fetzer and published by Springer Science & Business Media. This book was released on 2013-08-13 with total page 281 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book provides a comprehensive and state-of-the-art overview of simulation development, technologies, and implementation, including real-world examples and results followed by a preview of what’s on the horizon that will further revolutionize the industry. More than a handful of books have been written on the use of simulations for training purposes, but this book focuses solely on simulations in employee selection contexts (e.g., hiring, promotion), making it a truly unique and valuable resource for both practitioners and academics. The science and practice of employee selection has advanced at a steady pace over the past two or three decades. However, recent advancements in both technology and assessment methods have been the catalyst for an evolutionary leap in the use of simulations in this area.
Author :United States. Congress. House. Permanent Select Committee on Intelligence Publisher : ISBN 13 : Total Pages :88 pages Book Rating :4.F/5 ( download)
Book Synopsis Building Capabilities by : United States. Congress. House. Permanent Select Committee on Intelligence
Download or read book Building Capabilities written by United States. Congress. House. Permanent Select Committee on Intelligence and published by . This book was released on 2004 with total page 88 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis White-Collar Crime: The Essentials by : Brian K. Payne
Download or read book White-Collar Crime: The Essentials written by Brian K. Payne and published by SAGE. This book was released on 2012-03-15 with total page 473 pages. Available in PDF, EPUB and Kindle. Book excerpt: White Collar Crime: The Essentials is a comprehensive, yet compact text addresses the most important topics in white collar crime, while allowing for more accessibility through cost. Author Brian Payne provides a theoretical framework and context for students and explores such timely topics as crimes by workers sales oriented systems, crimes in the health care system, crimes by criminal justice professionals and politicians, crimes in the educational system, crimes in the economic and technological systems, corporate crime, environmental crime, and others. This is an easily-supplemented resource for any course that covers white collar crime.
Book Synopsis Staff Recruitment, Retention, & Training Strategies for Community Human Services Organizations by : Sheryl Ann Larson
Download or read book Staff Recruitment, Retention, & Training Strategies for Community Human Services Organizations written by Sheryl Ann Larson and published by Brookes Publishing Company. This book was released on 2005 with total page 420 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book provides practical strategies for managers and supervisors of human services agencies to use in assessing and successfully addressing workforce challenges. Each strategy is described with detailed instructions about how to assess the strategy, develop an intervention plan, and evaluate its effectiveness. Chapters also discuss how and why each strategy should be used. The book includes worksheets, forms, flow charts, and examples of how successful agencies have used these strategies.
Book Synopsis Designing the Best Call Center for Your Business by : Brendan Read
Download or read book Designing the Best Call Center for Your Business written by Brendan Read and published by CRC Press. This book was released on 2005-01-02 with total page 383 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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
Download or read book Powerful written by Patty McCord and published by Tom Rath. This book was released on 2018-01-09 with total page 159 pages. Available in PDF, EPUB and Kindle. Book excerpt: Named by The Washington Post as one of the 11 Leadership Books to Read in 2018 When it comes to recruiting, motivating, and creating great teams, Patty McCord says most companies have it all wrong. McCord helped create the unique and high-performing culture at Netflix, where she was chief talent officer. In her new book, Powerful: Building a Culture of Freedom and Responsibility, she shares what she learned there and elsewhere in Silicon Valley. McCord advocates practicing radical honesty in the workplace, saying good-bye to employees who don’t fit the company’s emerging needs, and motivating with challenging work, not promises, perks, and bonus plans. McCord argues that the old standbys of corporate HR—annual performance reviews, retention plans, employee empowerment and engagement programs—often end up being a colossal waste of time and resources. Her road-tested advice, offered with humor and irreverence, provides readers a different path for creating a culture of high performance and profitability. Powerful will change how you think about work and the way a business should be run.
Book Synopsis The Customer Service Revolution by : John R. DiJulius
Download or read book The Customer Service Revolution written by John R. DiJulius and published by Greenleaf Book Group. This book was released on 2015-01-06 with total page 143 pages. Available in PDF, EPUB and Kindle. Book excerpt: In The Customer Service Revolution, DiJulius points out how numerous companies have made Customer service their biggest competitive advantage, are dominating their industries, and have made price irrelevant. As a result of this Customer service revolution, people are being treated differently, better, and in a way like never before. This is a result of how companies and management are treating their employees and how employees are treating each other and the Customer—which ultimately permeates into people’s personal lives at home and in their communities. Can the way you run your business or treat your Customers have an effect on the world at large? John DiJulius will show you just that! Drawing on years of experience consulting with the top customer service companies around the world and in his role building his first business, John Robert’s Spa, into one of the top 20 salons in the US, DiJulius will show you exactly how to create your very own Customer service revolution and make price irrelevant.
