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Author :
Publisher : Excel Books India
ISBN 13 : 9350621134
Total Pages : 231 pages
Book Rating : 4.3/5 (56 download)
Download or read book Effective Call Center: Soft Skills written by and published by Excel Books India. This book was released on with total page 231 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Ger Koole
Publisher : Lulu.com
ISBN 13 : 9082017903
Total Pages : 159 pages
Book Rating : 4.0/5 (82 download)
Download or read book Call Center Optimization written by Ger Koole and published by Lulu.com. This book was released on 2013 with total page 159 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book gives an accessible overview of the role and potential of mathematical optimization in call centers. It deals extensively with all aspects of workforce management, but also with topics such as call routing and the scheduling of multiple channels. It does so without going into the mathematics, but by focusing on understanding its consequences. This way the reader will get familiar with workload forecasting, the Erlang formulas, simulation, and so forth, and learn how to improve call center performance using it. The book is primarily meant for call center professionals involved in planning and business analytics, but also call center managers and researchers will find it useful. There is an accompanying website which contains several online calculators.
Author : Excel Books
Publisher :
ISBN 13 : 9788174462558
Total Pages : 220 pages
Book Rating : 4.4/5 (625 download)
Download or read book Effective Call Center Training written by Excel Books and published by . This book was released on 2002-08 with total page 220 pages. Available in PDF, EPUB and Kindle. Book excerpt: This is a lucid book on the ins and outs of the much-in-vogue call centres, it caters to the need of a global audience with panache. The focus is on honing personal relation skills and educating the reader on what it takes ti thrive in the highly competitive, vibrant and evolving world of call centres.
Author : Course Technology, Inc
Publisher :
ISBN 13 : 9780619148607
Total Pages : 0 pages
Book Rating : 4.1/5 (486 download)
Download or read book Course ILT written by Course Technology, Inc and published by . This book was released on 2003-02-28 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: This ILT Series course give students an overview of inbound call centers, managerial roles, and technologies that affect call centers. The course teaches students how to establish a call center, identify the call center managers' typical responsibilities, and determine the necessary technologies needed to best serve the company's customers, identify customer expectations, reduce the percentage of lost calls, calculate staff levels, and identify the reports that are used to evaluate a call center's performance. Students will also learn about establishing service goals, identifying areas for attention, and communicating effectively with executives. Course activities also cover reducing turnover, training employees effectively, managing employee stress, motivating, and communicating with employees. Finally, students will learn how to evaluate employee performance and establish monitoring programs. The manual is designed for quick scanning in the classroom and filled with interactive exercises that help ensure student success.
Author : Richard Almonte
Publisher : Routledge
ISBN 13 : 1000506509
Total Pages : 171 pages
Book Rating : 4.0/5 (5 download)
Download or read book A Practical Guide to Soft Skills written by Richard Almonte and published by Routledge. This book was released on 2021-12-27 with total page 171 pages. Available in PDF, EPUB and Kindle. Book excerpt: This accessible text looks at the range of soft skills sought after by employers and provides a practical guide to developing and effectively demonstrating these skills. Soft skills -- including communication, customer service, teamwork, problem solving, and personal management -- represent a major component of any worker's professional identity. This book analyzes major soft skills, including both inward-facing soft skills (how workers manage themselves to effectively perform their work) and outward-facing skills (how workers effectively interact with others and in groups). It explores how these skills are rooted in fundamental areas of liberal arts including interpersonal communication, psychology, and ethics. It provides an active learning pedagogy, including creative exercises and case studies through which students can assess their understanding of underlying concepts and their application in real-world situations. The book can be used as a supplement for communication, business, and career-oriented courses, and it will be of interest to individual students and junior professionals as well as career counselors, postsecondary instructors across the curriculum, and professionals in human resources and learning and development.
Author : Goodheart-Willcox Publisher
Publisher : Goodheart-Wilcox Publisher
ISBN 13 : 9781645646457
Total Pages : 168 pages
Book Rating : 4.6/5 (464 download)
Download or read book Soft Skills for the Workplace written by Goodheart-Willcox Publisher and published by Goodheart-Wilcox Publisher. This book was released on 2020-09-25 with total page 168 pages. Available in PDF, EPUB and Kindle. Book excerpt: Soft Skills for the Workplace is a nontraditional approach to learning basic employability skills needed in today's workplace. Well-developed soft skills help an individual find a job, perform well in the workplace, and gain personal success in life and career. By studying this text, you will learn the soft skills that employers recommend, and require, of employees. Learning how to interact professionally with customers, coworkers, and employers is one sure way to prepare for your future. In today's workplace, it is necessary to have job-specific skills to perform on the job as well as know-how to interact with coworkers and customers. You may be the most qualified person in your field in terms of hard skills, but if you lack soft skills, you may have a challenge finding and retaining employment. No matter your career choice, Soft Skills for the Workplace will help you help you jump-start your future. In today's competitive work environment, well-developed employability skills can help you stand out in the crowd Soft skills are the new hard skills for the 21st century.
Author : David Lewis
Publisher : John Wiley & Sons
ISBN 13 : 1119484715
Total Pages : 313 pages
Book Rating : 4.1/5 (194 download)
Download or read book The Bullseye Principle written by David Lewis and published by John Wiley & Sons. This book was released on 2018-04-03 with total page 313 pages. Available in PDF, EPUB and Kindle. Book excerpt: Critical communication lessons for sustained corporate success The Bullseye Principle is the definitive how-to guide for communicating, collaborating, and executing as a leader in the corporate arena. With these “soft skills” trending above technical knowledge in executive wish lists, this book provides invaluable guidance for new and experienced leaders alike; from the planning stages to the outcome and beyond, the discussion features critical insight and actionable tips based on award-winning methods. Polish your presence, utilize intention, influence emotion, engage workers, build relationships, make connections, and leverage the power of storytelling—it all comes down to technique. This book shows you everything you need to know to start communicating more effectively, starting today. The success of any communication rests more on how the information is conveyed than what that information actually is; at every level, in every sphere, effective leaders strive to master key skills that inspire, empower, motivate, and more. This book gives you a solid blueprint for effective communication in nearly any situation, merging the practical and theoretical to help you: Master the most challenging business interactions Become more influential as a leader and communicator Adopt a 3-step methodology to collaborate more effectively Build your personal brand and executive presence toward sustained success Most people believe that their communications skills are satisfactory for their jobs—most managers would disagree. That gap in perception presents a problem that ripples beyond your chances of promotion—where your communication fails, it has the capacity to affect the organization as a whole. The Bullseye Principle helps you build a robust repertoire of communication skills that put you ahead of the pack.
Author : Don R. Crawley
Publisher : Soundtraining Net
ISBN 13 : 9780983660705
Total Pages : 164 pages
Book Rating : 4.6/5 (67 download)
Download or read book The Compassionate Geek written by Don R. Crawley and published by Soundtraining Net. This book was released on 2011-05-05 with total page 164 pages. Available in PDF, EPUB and Kindle. Book excerpt: Note: There is a newer version of this book available. Please look up ISBN 978-0983660736. A real-world, plain-language how-to guide for delivering amazing customer service to end-users. Now in its second edition, The Compassionate Geek was written by tech people for tech people. There are no frills, just best practices and ideas that actually work! Filled with practical tips, best practices, and real-world techniques, The Compassionate Geek is a quick read with equally fast results. Here's what you'll find: Best practices for communicating with email, including examples The four intrinsic qualities of great service providers Best practices for communicating using chat and texting Ten tips for being a good listener Two practical ways to keep your emotions in check A flow chart for handling user calls What to do when the user is wrong How to work with the different generations in the workplace All of the information is presented in a straightforward style that you can understand and use right away. There's nothing "foo-foo," just down-to-earth tips and best practices learned from years of working with IT pros and end-users.
Author : Renée Evenson
Publisher : HarperChristian + ORM
ISBN 13 : 0814420338
Total Pages : 303 pages
Book Rating : 4.8/5 (144 download)
Download or read book Powerful Phrases for Effective Customer Service written by Renée Evenson and published by HarperChristian + ORM. This book was released on 2012-09-12 with total page 303 pages. Available in PDF, EPUB and Kindle. Book excerpt: Dealing with customers isn't easy, they aren't always right or even pleasant. Business author Renée Evenson ensures you’ll always have the right words to defuse tense interactions. Practical and insightful, this book ensures you’ll never again be at a loss for what to say to customers. In Powerful Phrases for Effective Customer Service, she covers 30 challenging customer behaviors and 20 common employee-caused negative encounters to teach you: how to assess circumstances, choose one of many appropriate responses, and confidently and consistently deliver customer satisfaction. Helpful sample scenarios and tangible instructions bring the phrases to life, while detailed explanations bolster your confidence so that you’ll have the right words as tools at your disposal and the skills to deliver those words effectively. By incorporating language that communicates welcome, courtesy, rapport, enthusiasm, assurance, regret, empathy, and appreciation, you’ll not only be capable of overcoming obstacles--you’ll strengthen all facets of your customer service.
Author : Peggy Klaus
Publisher : Harper Collins
ISBN 13 : 0061843547
Total Pages : 208 pages
Book Rating : 4.0/5 (618 download)
Download or read book The Hard Truth About Soft Skills written by Peggy Klaus and published by Harper Collins. This book was released on 2009-10-13 with total page 208 pages. Available in PDF, EPUB and Kindle. Book excerpt: What's the hard truth? Soft skills get little respect but will make or break your career. Master your soft skills and really get ahead at work! Fortune 500 coach Peggy Klaus encounters individuals every day who excel at their jobs but aren't getting where they want to go. It's rarely a shortfall in technical expertise that limits their careers, but rather a shortcoming in their social, communication, and self-management behaviors. In The Hard Truth About Soft Skills Klaus delivers practical tools and techniques for mastering soft skills across the career spectrum. She shows how to: manage your workload handle the critics develop and promote your personal brand navigate office politics lead the troops and much more! Klaus reveals why soft skills are often ignored, while bringing their importance to life in her trademark style—straightforward, humorous, and motivating. Perfect for readers at all professional stages—from those who are just starting out to seasoned executives—this book is essential reading for anyone who wants to take his or her career to the next level.
Author : Patricia Pulliam Phillips
Publisher : Association for Talent Development
ISBN 13 : 1950496643
Total Pages : 328 pages
Book Rating : 4.9/5 (54 download)
Download or read book Proving the Value of Soft Skills written by Patricia Pulliam Phillips and published by Association for Talent Development. This book was released on 2020-08-04 with total page 328 pages. Available in PDF, EPUB and Kindle. Book excerpt: A Step-by-Step Guide to Showing the Value of Soft Skill Programs As organizations rise to meet the challenges of technological innovation, globalization, changing customer needs and perspectives, demographic shifts, and new work arrangements, their mastery of soft skills will likely be the defining difference between thriving and merely surviving. Yet few executives champion the expenditure of resources to develop these critical skills. Why is that and what can be done to change this thinking? For years, managers convinced executives that soft skills could not be measured and that the value of these programs should be taken on faith. Executives no longer buy that argument but demand the same financial impact and accountability from these functions as they do from all other areas of the organization. In Proving the Value of Soft Skills, measurement and evaluation experts Patti Phillips, Jack Phillips, and Rebecca Ray contend that efforts can and should be made to demonstrate the effect of soft skills. They also claim that a proven methodology exists to help practitioners articulate those effects so that stakeholders’ hearts and minds are shifted toward securing support for future efforts. This book reveals how to use the ROI Methodology to clearly show the impact and ROI of soft skills programs. The authors guide readers through an easy-to-apply process that includes: business alignment design evaluation data collection isolation of the program effects cost capture ROI calculations results communication. Use this book to align your programs with organizational strategy, justify or enhance budgets, and build productive business partnerships. Included are job aids, sample plans, and detailed case studies.
Author : Clifford Whitcomb
Publisher : John Wiley & Sons
ISBN 13 : 1118514203
Total Pages : 164 pages
Book Rating : 4.1/5 (185 download)
Download or read book Effective Interpersonal and Team Communication Skills for Engineers written by Clifford Whitcomb and published by John Wiley & Sons. This book was released on 2012-12-20 with total page 164 pages. Available in PDF, EPUB and Kindle. Book excerpt: Presents key principles of communication that support clear exchanges in a technical context and help engineers learn effective communication skills Effective communication is a necessity for engineers. Even minor on-the-job misunderstandings can cost time, money, or worse. Yet even though recent studies show that improved communication makes for better engineers, the ability to speak clearly and listen carefully have historically been considered "soft skills" and are not typically or explicitly addressed in engineering programs. Working from basic units called microskills, Effective Interpersonal and Team Communication Skills for Engineers shows readers, one step at a time, how to engage, listen, manage conflict, and influence others with highly constructive, repeatable communication exchanges. This career-enhancing handbook: Presents communication skills for both technical issues and social situations in an engineering context Breaks skills down to elemental usage forms as microskills Includes plenty of practice exercises, case studies, and self-assessment tools Helps develop higher-level skills for more complex situations, such as dealing with confrontation and conflict negotiation Features a direct, user-friendly, practice-oriented format Effective Interpersonal and Team Communication Skills for Engineers is a must-have guide for professionals and an important supplement for engineering programs at all levels.
Author : M. Kamin
Publisher : John Wiley & Sons
ISBN 13 : 1118237056
Total Pages : 184 pages
Book Rating : 4.1/5 (182 download)
Download or read book Soft Skills Revolution written by M. Kamin and published by John Wiley & Sons. This book was released on 2013-02-26 with total page 184 pages. Available in PDF, EPUB and Kindle. Book excerpt: Soft skills are the cluster of personality traits, social graces, communication, language, personal habits, friendliness, and optimism that characterize relationships with other people. In increasingly competitive environments, soft skills training can be a vital resource. Soft Skills Revolution offers trainers, organizational leaders, and HR professionals a handy guide for building their soft skills through a variety of methods including individualized exercises and activities and structured training programs, as well as informal learning, mentoring, and coaching. The book offers readers information on the background of soft skills development, and suggestions for enhancing soft skills through traditional learning programs as well as informal learning approaches. Soft Skills Revolution contains practical guidance for creating an engaging learning experience that highlights such important concepts as: Components for Clear Communication The Power of Yes Listening and the Language of Acceptance A Nine-Step Model for Problem Solving Interventions for Moving a Team to Results Giving Helpful Feedback Moving from Conflict to Cooperation In addition, The Leader's Connection section is designed for upper level management and facilitators who want to help organizational leaders integrate the book's important concepts and skills into their interactions with team and staff members. "Kamin's engaging writing style, deep and down to earth at the same time, makes this book an easy learning experience of the 'hard' soft skills we all need to master. By developing these soft skills we can make our world a better place!" Isabel Rimanoczy, Legacycoach, Director Minervas, Women Changing the World and author of Big Bang Being "Kamin has mastered the challenge of bringing soft skills to life. Her simple definitions, clear examples, references to seminal authors, focused questions, conceptual frameworks, and helpful hints invite and encourage the reader to make these soft skills her/his own." Ernie Turner, president, LIM LLC and author of Action Reflection Learning
Author : Vala Afshar
Publisher :
ISBN 13 : 9780985356460
Total Pages : 202 pages
Book Rating : 4.3/5 (564 download)
Download or read book The Pursuit of Social Business Excellence written by Vala Afshar and published by . This book was released on 2012 with total page 202 pages. Available in PDF, EPUB and Kindle. Book excerpt: If you are not a social business you are losing market share. If you are not a social business, you are also losing the opportunity to recruit and retain the very best talent in the market. In this social and mobile era, customers have choices and voices that are scaled and amplified like never before. For businesses to truly connect with their employees and customers they must be able to listen, respond, engage, and add value in a timely and robust manner. But, to truly connect we must do so by way of a personalized and mutually beneficial approach; and in order to do this well, we must embrace social collaboration. By reading the Pursuit of Social Business Excellence you will be able to 1) identify foundational success elements of a social business; 2) follow a prioritized and guided step by step transformation process; 3) measure progress and identify self-reinforcing confirmation points. 4) increase top line revenue, profit, employee retention and customer loyalty. Afshar and Martin are award winning enterprise technology and management executives who have unlocked the value of social business transformation to drive industry leading growth, customer loyalty and profitability. In 2011, Afshar pioneered and led the efforts to drive the innovation behind enterprise networking industries first social machines. In 2012 Afshar and Martin s company, Enterasys Networks, was recognized as one of Boston's best places to work and was also awarded for top services-collaboration innovation, best contact center and next generation quality leadership.
Author : Robert W. Lucas
Publisher : McGraw-Hill Education
ISBN 13 : 9780073545462
Total Pages : 0 pages
Book Rating : 4.5/5 (454 download)
Download or read book Customer Service Skills for Success written by Robert W. Lucas and published by McGraw-Hill Education. This book was released on 2014-02-03 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Recipient of the 2017 Textbook & Academic Authors Association's Textbook Excellence Award, Customer Service Skills for Success by Robert W. Lucas is the top-selling customer service textbook in the United States. Customer Service Skills for Success 6e addresses real-world customer service issues and provides a variety of updated resources, activities, examples and tips from the author and active professionals in the industry to gain and hold readers' interest while providing insights into the concepts and skills related to customer service. The text begins with a macro view of what customer service involves today and provides projections for the future then focuses on specific skills and related topics. The sixth edition of Customer Service Skills for Success contains 10 chapters divided into three parts, plus the Appendix, Glossary, and Bibliography. These parts focus on different aspects of customer service: (1) The Profession, (2) Skills for Success, and (3) Building and Maintaining Relationships. Along with valuable ideas, guidance, and perspectives, readers will also encounter interviews of real-world service providers, case study scenarios and activities to help you apply concepts learned to real-world situations in order to challenge your thinking on the issues presented.
Author : Neetu Sugandh
Publisher : Createspace Independent Publishing Platform
ISBN 13 : 9781539785170
Total Pages : 110 pages
Book Rating : 4.7/5 (851 download)
Download or read book How I Learnt to Speak in English? written by Neetu Sugandh and published by Createspace Independent Publishing Platform. This book was released on 2016-10-27 with total page 110 pages. Available in PDF, EPUB and Kindle. Book excerpt: A true story as well as techniques and notes of someone who was rejected in her first job because of not being able to communicate in English fluently. Learn how she was appointed as a communication trainer in the same organization after a few months. What did she do? And, how did she do it? This book has her experience, notes, and techniques she followed to learn the language effectively in just a few months. The book is recommended for anyone who is interested in learning English in an easy and independent manner or refreshing their English basics quickly. It is also recommended for those who train on spoken English and want to understand their learners in a better way. It will not only make you learn but also keep you motivated to learn till you complete the book. The author has put special emphasis on learning minimal definitions and focusing on the correct usage of English. The English video game table or the wish list table is one its key features.
Author : Real Bergevin
Publisher : John Wiley & Sons
ISBN 13 : 0470677430
Total Pages : 391 pages
Book Rating : 4.4/5 (76 download)
Download or read book Call Centers For Dummies written by Real Bergevin and published by John Wiley & Sons. This book was released on 2010-04-16 with total page 391 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
