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How To Be A Great Call Center Representative
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Book Synopsis How To Be a Great Call Center Representative by : Robert W. LUCAS
Download or read book How To Be a Great Call Center Representative written by Robert W. LUCAS and published by AMACOM Div American Mgmt Assn. This book was released on 2001-05-07 with total page 199 pages. Available in PDF, EPUB and Kindle. Book excerpt: Give your front-line call center staff the training they need! With How to Be a Great Call Center Representative, call-center staff will learn what technology-based customer service is all about, including the history, terminology, legislation, and technology options. This book is designed to supplement and enhance the industry-specific policies and procedures plus local, state, and federal guidelines to which a call center staff must adhere. Filled with exercises and self-assessments, the course presents specific, practical strategies for improving listening skills, building trust with customers, problem solving, and decision-making--all within the context of a busy call center. How to Be a Great Call Center Representative provides all the tools needed to be confident in handling customers and building a foundation for future growth and advancement. Readers will learn how to: • Identify the roles and responsibilities of a call center staff • Prepare yourself to deliver quality service • Learn to communicate successfully • Identify current legislation, terminology, and technology affecting call center staff • Develop skills for building trust • Enhance telephone verbal skills and vocal quality • Build problem solving and decision-making skills • Learn to handle difficult customer situations • Improve your time-management and multitasking skills • Identify ways to control your stress level • Learn to recover from mistakes—yours and your customer’s. This is an ebook version of the AMA Self-Study course. If you want to take the course for credit you need to either purchase a hard copy of the course through amaselfstudy.org or purchase an online version of the course through www.flexstudy.com.
Book Synopsis How to Be a Great Call Center Representative by : Robert W. Lucas
Download or read book How to Be a Great Call Center Representative written by Robert W. Lucas and published by AMACOM Div American Mgmt Assn. This book was released on 2001 with total page 199 pages. Available in PDF, EPUB and Kindle. Book excerpt: Give your front-line call center staff the training they need With How to Be a Great Call Center Representative, call-center staff will learn what technology-based customer service is all about, including the history, terminology, legislation, and technology options. This book is designed to supplement and enhance the industry-specific policies and procedures plus local, state, and federal guidelines to which a call center staff must adhere. Filled with exercises and self-assessments, the course presents specific, practical strategies for improving listening skills, building trust with customers, problem solving, and decision-making--all within the context of a busy call center. How to Be a Great Call Center Representative provides all the tools needed to be confident in handling customers and building a foundation for future growth and advancement. Readers will learn how to: Identify the roles and responsibilities of a call center staff Prepare yourself to deliver quality service Learn to communicate successfully Identify current legislation, terminology, and technology affecting call center staff Develop skills for building trust Enhance telephone verbal skills and vocal quality Build problem solving and decision-making skills Learn to handle difficult customer situations Improve your time-management and multitasking skills Identify ways to control your stress level Learn to recover from mistakes-yours and your customer's. This is an ebook version of the AMA Self-Study course. If you want to take the course for credit you need to either purchase a hard copy of the course through amaselfstudy.org or purchase an online version of the course through www.flexstudy.com.
Book Synopsis The Pursuit of Social Business Excellence by : Vala Afshar
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.
Book Synopsis The Guide: Tools and Guidelines for Success to Provide Great Call Center Customer Service by : Dr. Harold L. Price
Download or read book The Guide: Tools and Guidelines for Success to Provide Great Call Center Customer Service written by Dr. Harold L. Price and published by Page Publishing Inc. This book was released on 2023-02-17 with total page 101 pages. Available in PDF, EPUB and Kindle. Book excerpt: Harold L. Price has experience in call center customer service with a myriad of entities, such as Blue Cross and Blue Shield, Aetna U.S. Healthcare, The U.S. Small Business Administration, and the Social Security Administration. In addition, he is extremely pleased to have the opportunity to serve his country in the U.S. Coast Guard. This book provides a synopsis of the professional life of Dr. Price, as well as the gratitude he has for his educational accomplishments. One thing Dr. Price is keen to point out is that it's not about how or where you start in life but how you finish.
Book Synopsis Course ILT by : Course Technology, Inc
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.
Book Synopsis Call Center Optimization by : Ger Koole
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.
Book Synopsis The Good Jobs Strategy by : Zeynep Ton
Download or read book The Good Jobs Strategy written by Zeynep Ton and published by Houghton Mifflin Harcourt. This book was released on 2014 with total page 245 pages. Available in PDF, EPUB and Kindle. Book excerpt: A research-backed clarion call to CEOs and managers, making the controversial case that good, well-paying jobs are not only good for workers and for society--they're good for business, too.
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 Selling to VITO the Very Important Top Officer by : Anthony Parinello
Download or read book Selling to VITO the Very Important Top Officer written by Anthony Parinello and published by Simon and Schuster. This book was released on 2010-07-15 with total page 256 pages. Available in PDF, EPUB and Kindle. Book excerpt: There has never been a sales book that gives you one-on-one, personal help to catapult your sales career and your personal income to a level that will surprise you and shock your sales manager! You'll stop: wasting your precious selling time with 'non-decision' makers getting any rejection whatsoever from gatekeepers working your keester off for itsy, bitsy sales losing sales that you thought you were going to win not making your sales quota You'll start: making sales that are up to 65 percent bigger cutting your sales cycle in half getting as much as 120 percent more add-on business from your existing customers getting VITO to VITO referrals worth pure gold making the income that you really deserve
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 Service by : Robert W. Lucas
Download or read book Customer Service written by Robert W. Lucas and published by . This book was released on 2009 with total page 544 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Customer Service, 4/e" by Lucas features how-to topics for the customer service professional. It covers the concepts and skills needed for success in business careers, including listening techniques, verbal and nonverbal communication, and use of technology. Emphasis is given to dealing with customer service problems and how to handle conflicts and stress. Insights and tips are also provided for customer service supervisory personnel
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 How I Learnt to Speak in English? by : Neetu Sugandh
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.
Book Synopsis Customer Service Skills for Success by : Robert W. Lucas
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.
Book Synopsis The ... ASTD Training & Performance Sourcebook by :
Download or read book The ... ASTD Training & Performance Sourcebook written by and published by . This book was released on 2005 with total page 310 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Successful Direct Marketing Methods by : Bob Stone
Download or read book Successful Direct Marketing Methods written by Bob Stone and published by McGraw Hill Professional. This book was released on 2008 with total page 697 pages. Available in PDF, EPUB and Kindle. Book excerpt: Includes the latest tools and techniques needed for success in today's digital; multi-channel marketplace; this guide offers professionals a comprehensive roadmap for direct marketing success across today's multiple marketing channels. --
