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Managing And Motivating Contact Center Employees
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Book Synopsis Managing and Motivating Contact Center Employees by : Malcolm Carlaw
Download or read book Managing and Motivating Contact Center Employees written by Malcolm Carlaw and published by McGraw Hill Professional. This book was released on 2003-01-14 with total page 319 pages. Available in PDF, EPUB and Kindle. Book excerpt: Managing and Motivating Contact Center Employees reveals how to boost morale, streamline business processes, and inspire outstanding performance from frontline sales and service staff. This creative and practical book gives instant help to anyone who knows the difficulties of managing in the diverse and dynamic contact center environment.
Book Synopsis Operations and Management Principles for Contact Centres by : Esther Hoffmann
Download or read book Operations and Management Principles for Contact Centres written by Esther Hoffmann and published by Juta and Company Ltd. This book was released on 2008-09 with total page 476 pages. Available in PDF, EPUB and Kindle. Book excerpt: Several South African agencies, institutes, organizations, and professional bodies are promoting and developing contact-center operations in order to satisfy international and national market demands. Accordingly, additional information, knowledge, and experience are needed to improve on how organizations integrate core business processes into these contact-centers. Responding to this need, the industry is now being represented in higher education. Featuring sections on managing contact-center performance, recruiting, training, and motivating staff- and customer-relations management, this comprehensive course guide, cowritten by several experts in the field, is ideal for institutions offering courses for contact-center agents and anyone working in the contact-center industry.
Book Synopsis One More Time by : Frederick Herzberg
Download or read book One More Time written by Frederick Herzberg and published by Harvard Business Review Press. This book was released on 2008-07-14 with total page 36 pages. Available in PDF, EPUB and Kindle. Book excerpt: Imagine overseeing a workforce so motivated that employees relish more hours of work, shoulder more responsibility themselves; and favor challenging jobs over paychecks or bonuses. In One More Time: How Do You Motivate Employees? Frederick Herzberg shows managers how to shift from relying on extrinsic incentives to activating the real drivers of high performance: interesting, challenging work and the opportunity to continually achieve and grow into greater responsibility. The results? An ultramotivated workforce. Since 1922, Harvard Business Review has been a leading source of breakthrough management ideas-many of which still speak to and influence us today. The Harvard Business Review Classics series now offers readers the opportunity to make these seminal pieces a part of your permanent management library. Each highly readable volume contains a groundbreaking idea that continues to shape best practices and inspire countless managers around the world-and will have a direct impact on you today and for years to come.
Book Synopsis Cases in Call Center Management by : Richard Feinberg
Download or read book Cases in Call Center Management written by Richard Feinberg and published by Purdue University Press. This book was released on 2005 with total page 372 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
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.
Book Synopsis Managing the Unmanageable by : Anne Loehr
Download or read book Managing the Unmanageable written by Anne Loehr and published by . This book was released on 2011 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: In an increasingly globally diverse workforce, it's vitally important that leaders understand their team inside and out. This takes a new toolbox of skills for the 21st century. "Managing the Unmanageable" will give readers practical tips and proven techniques to show them how to develop new strategies for attracting and retaining the most talented employee before they become unmanageable, learn key words that will allow them to clearly communicate with every generation on their team, and much more.
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 Fundamentals of Business (black and White) by : Stephen J. Skripak
Download or read book Fundamentals of Business (black and White) written by Stephen J. Skripak and published by . This book was released on 2016-07-29 with total page 442 pages. Available in PDF, EPUB and Kindle. Book excerpt: (Black & White version) Fundamentals of Business was created for Virginia Tech's MGT 1104 Foundations of Business through a collaboration between the Pamplin College of Business and Virginia Tech Libraries. This book is freely available at: http://hdl.handle.net/10919/70961 It is licensed with a Creative Commons-NonCommercial ShareAlike 3.0 license.
Book Synopsis The Best Damn Management Book Ever by : Warren Greshes
Download or read book The Best Damn Management Book Ever written by Warren Greshes and published by John Wiley & Sons. This book was released on 2011-10-07 with total page 64 pages. Available in PDF, EPUB and Kindle. Book excerpt: A practical guidebook to managing a stellar staff of high-achievers The Best Damn Management Book Ever teaches managers, executives, and business owners how to create a staff of self-motivated, confident, high-achieving, self-starters. Acclaimed author of The Best Damn Sales Book Ever, Warren Greshes draws from years of experience to offer practical, easy-to-implement steps explained through entertaining, informative real-life stories. Learn to communicate more effectively with the people who report to you. The Best Damn Management Book Ever delivers actionable advice to hone your leadership skills. Install the self-starting generator in your people, enabling them to perform at a high level whether you're there or not Gain insight and determine each employee's "Hot Buttons" and motivators Correctly manage the three distinct groups that comprise every organization Delegate more effectively Use your time as a manager, executive, and business owner more efficiently Become the best damn leader your staff needs to achieve their goals and blow away the competition.
Book Synopsis HBR Guide to Motivating People (HBR Guide Series) by : Harvard Business Review
Download or read book HBR Guide to Motivating People (HBR Guide Series) written by Harvard Business Review and published by Harvard Business Press. This book was released on 2019-05-28 with total page 183 pages. Available in PDF, EPUB and Kindle. Book excerpt: Help your people reach their potential. As a manager, it's your responsibility to ensure your team is motivated and performing at a high level. But recent data reveals abysmal engagement levels among workers around the globe. How do you fix the problem--before your most talented people walk out the door? By understanding what drains your employees, you can increase their job satisfaction and push them toward achieving their goals. The HBR Guide to Motivating People provides practical tips and advice to help your team find meaning in their work, build on their strengths, and produce the best results for the organization. You'll learn how to: Pinpoint the root causes of lackluster performance Tailor rewards and recognition to individuals Connect routine work activities to a higher purpose Support your employees' growth and development Prevent burnout--especially in your top performers Create a culture of engagement Arm yourself with the advice you need to succeed on the job, with the most trusted brand in business. Packed with how-to essentials from leading experts, the HBR Guides provide smart answers to your most pressing work challenges.
Book Synopsis Living the Information Society in Asia by : Erwin Alampay
Download or read book Living the Information Society in Asia written by Erwin Alampay and published by Institute of Southeast Asian Studies. This book was released on 2009-04-14 with total page 279 pages. Available in PDF, EPUB and Kindle. Book excerpt: Undeniably, Asian societies are in a period of transition, when people are learning to live with new information and communication technologies (ICTs) - whether in commerce, government or development work. Living the Information Society in Asia describes the interaction of people and new ICTs as the technologies seep into everyday life, such as how mobile phones forge relationships among families separated by migration, how camera phones threaten personal space, how cultural identities are strengthened in call centres, and how religion is incorporated into the new communication technologies people use. Living the Information society in Asia looks at the phenomenon as it unfolds and raises the implications for policy and future research.
Download or read book Motivation written by Brian Tracy and published by AMACOM Div American Mgmt Assn. This book was released on 2013 with total page 131 pages. Available in PDF, EPUB and Kindle. Book excerpt: Most of your employees have all the ingredients for greatness inside them already. They simply need you to motivate them. Learn how today!
Book Synopsis Why Motivating People Doesn't Work . . . and What Does by : Susan Fowler
Download or read book Why Motivating People Doesn't Work . . . and What Does written by Susan Fowler and published by Berrett-Koehler Publishers. This book was released on 2017-02-27 with total page 231 pages. Available in PDF, EPUB and Kindle. Book excerpt: A top leadership consultant says: Stop trying to motivate people! Find a powerful alternative to the carrot and stick in this science-driven guide. It's frustrating for everyone involved and it just doesn’t work. You can’t motivate people—they are already motivated, but generally in superficial and short-term ways. In this book, Susan Fowler builds upon the latest scientific research on the nature of human motivation to lay out a tested model and course of action that will help leaders guide their people toward the kind of motivation that not only increases productivity and engagement but that gives them a profound sense of purpose and fulfillment. Fowler argues that leaders still depend on traditional carrot-and-stick techniques because they haven’t understood their alternatives and don’t know what skills are necessary to apply the new science of motivation. Her Optimal Motivation process shows leaders how to move people away from dependence on external rewards and help them discover how their jobs can meet the deeper psychological needs—for autonomy, relatedness, and competence—that science tells us result in meaningful and sustainable motivation. Optimal Motivation has been proven in organizations all over the world—Fowler’s clients include Microsoft, CVS, NASA, the Catholic Leadership Institute, H&R Block, Mattel, and dozens more. Throughout this book, she illustrates how each step of the process works using real-life examples—and offers a groundbreaking answer for leaders who want to get motivation right!
Book Synopsis HBR's 10 Must Reads on Leadership Lessons from Sports (featuring interviews with Sir Alex Ferguson, Kareem Abdul-Jabbar, Andre Agassi) by : Harvard Business Review
Download or read book HBR's 10 Must Reads on Leadership Lessons from Sports (featuring interviews with Sir Alex Ferguson, Kareem Abdul-Jabbar, Andre Agassi) written by Harvard Business Review and published by Harvard Business Press. This book was released on 2018-01-16 with total page 158 pages. Available in PDF, EPUB and Kindle. Book excerpt: Leadership and management lessons from the sports world. The world's elite athletes and coaches achieve high performance through inspiring leadership, mental toughness, and direction-setting strategic choices. Harvard Business Review has talked to many of these high performers throughout the years to learn how their success translates to the world of business. If you read nothing else on management lessons from the world of sports, read these 10 articles by athletes, coaches, and leadership experts. We've combed through our archive and selected the articles that will best help you drive performance. This book will inspire you to: Improve on your weaknesses, not just your strengths Take care of your body for sustained mental performance Increase your confidence and manage your energy before an important event Turn a struggling team around Understand the limits of performance metrics Focus on long-term goals to overcome setbacks Understand where the analogy of sports and business doesn't work This collection of articles includes "Ferguson's Formula," by Anita Elberse with Sir Alex Ferguson; "Life's Work: An Interview with Greg Louganis"; "The Making of a Corporate Athlete," by Jim Loehr and Tony Schwartz; "The Tough Work of Turning a Team Around," by Bill Parcells; "How an Olympic Gold Medalist Learned to Perform Under Pressure: An Interview with Alex Gregory"; "Mental Preparation Secrets of Top Athletes, Entertainers, and Surgeons," an interview with Daniel McGinn by Sarah Green Carmichael; "SoulCycle's CEO on Sustaining Growth in a Faddish Industry," by Melanie Whelan; "Life's Work: An Interview with Kareem Abdul-Jabbar"; "Major League Innovation," by Scott D. Anthony; "Looking Past Performance in Your Star Talent," by Mark de Rond, Adrian Moorhouse, and Matt Rogan; "Life's Work: An Interview with Mikhail Baryshnikov"; "How the Best of the Best Get Better and Better," by Graham Jones; "Life's Work: An Interview with Joe Girardi"; "Why There Is an I in Team," by Mark de Rond; "Life's Work: An Interview with Andre Agassi"; and "Why Sports Are a Terrible Metaphor for Business," by Bill Taylor.
Book Synopsis Secure the Soul by : Kevin Lewis O'Neill
Download or read book Secure the Soul written by Kevin Lewis O'Neill and published by University of California Press. This book was released on 2015-01-16 with total page 300 pages. Available in PDF, EPUB and Kindle. Book excerpt: “I’m not perfect,” Mateo confessed. “Nobody is. But I try.” Secure the Soul shuttles between the life of Mateo, a born-again ex-gang member in Guatemala and the gang prevention programs that work so hard to keep him alive. Along the way, this poignantly written ethnography uncovers the Christian underpinnings of Central American security. In the streets of Guatemala City—amid angry lynch mobs, overcrowded prisons, and paramilitary death squads—millions of dollars empower church missions, faith-based programs, and seemingly secular security projects to prevent gang violence through the practice of Christian piety. With Guatemala increasingly defined by both God and gangs, Secure the Soul details an emerging strategy of geopolitical significance: regional security by way of good Christian living.
Book Synopsis Driving to Perfection by : Brian L. Fielkow
Download or read book Driving to Perfection written by Brian L. Fielkow and published by Hillcrest Publishing Group. This book was released on 2013 with total page 251 pages. Available in PDF, EPUB and Kindle. Book excerpt: Explors how a business, no matter the size, can achieve excellence through intense focus on the development and nuturing of its culture. Fielkow focuses on "how to" solutions that businesses can implement on their own and his proposals focus on speding your time not your money, thus allowing the ideas in the book to be implemented by businesses of any size.
