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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 Managing And Motivating Contact Center Employees by : Carlaw
Download or read book Managing And Motivating Contact Center Employees written by Carlaw and published by . This book was released on with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:
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 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 Turn Your Customer on by : Kevin Billingsley
Download or read book Turn Your Customer on written by Kevin Billingsley and published by Literary Architects Llc. This book was released on 2006-09-01 with total page 232 pages. Available in PDF, EPUB and Kindle. Book excerpt: Nothing affects customer perception of a strategy or brand more than a personal experience (or listening to someone share that experience!). Customer service trainers Kevin Billingsley and Brooke Billingsley show managers and employees 23 ways to create a positive and memorable customer experience. The authors developed these lessons after many years of working in the health care industry, creating mystery shopping programs, and managing their training firm that has tracked hundreds of thousands of customer service encounters.
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 Call Centers For Dummies by : Real Bergevin
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.
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 80 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 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 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 Call Center Agent Motivation and Compensation by : Brad Cleveland
Download or read book Call Center Agent Motivation and Compensation written by Brad Cleveland and published by ICMI Press (International Customer Management Institute). This book was released on 2004-08-01 with total page 184 pages. Available in PDF, EPUB and Kindle. Book excerpt: Revised and Updated with New Material! In the pages of Call Center Agent Motivation and Compensation, you'll find the strategies and tactics that work for managers of top-performing call centers, including: - The principles of effective motivation - Ideas for compelling reward and recognition programs - Motivating staff without burying budgets - Agent compensation trends - Incentives that rev up and retain agents - Motivating agents with skills and career growth opportunites Effective technology and processes play critical roles in call center performance, but it's the people who most impact customer loyalty.
Book Synopsis Building Call Center Culture by : Dan Coen
Download or read book Building Call Center Culture written by Dan Coen and published by Dcd Pub. This book was released on 2001-01-01 with total page 201 pages. Available in PDF, EPUB and Kindle. Book excerpt: Building Call Center Culture is a complete management book for every team lead, supervisor, manager and senior executive that supervises outbound and inbound sales and customer service contact centers. It stands out in two distinct ways from many other management books. First, Building Call Center Culture focuses entirely on managing the unique culture and environment that is a call center and customer contact center. Second, it is dedicated to the people-to-people side of the call center. People count, motivation matters and creating a world class communication culture is critical to success. By exploring the human side of call center operations, Building Call Center Culture identifies people supervision as its central premise.
Book Synopsis The Real-Time Contact Center by : Donna Fluss
Download or read book The Real-Time Contact Center written by Donna Fluss and published by Amacom. This book was released on 2005 with total page 241 pages. Available in PDF, EPUB and Kindle. Book excerpt: "The Real-Time Contact Center" is a practical guide to building a service infrastructure that will simultaneously exceed customers' expectations and build revenues.
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.
Book Synopsis Call Center Operation by : Duane Sharp
Download or read book Call Center Operation written by Duane Sharp and published by Digital Press. This book was released on 2003-04-14 with total page 322 pages. Available in PDF, EPUB and Kindle. Book excerpt: Complete coverage of the critical issues to set up, manage and efficiently maintain a call center.
Book Synopsis Call Center Agent Motivation and Compensation by : Ellen Arrington
Download or read book Call Center Agent Motivation and Compensation written by Ellen Arrington and published by ICMI Press (International Customer Management Institute). This book was released on 2002-01-01 with total page 132 pages. Available in PDF, EPUB and Kindle. Book excerpt: This topical book concentrates on the four key factors for building a positive, morale-boosting, growth-oriented call center environment: motivation, compensation, incentives and career paths. Originally published in the pages of Call Center Management Review, the articles presented here include ideas, recommendations and tried-and-true processes for career progression programs, skills development, rewards programs, non-monetary incentives and agent empowerment.
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.
