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| Become a Call Center Expert - Read These Call Center Books! | |
| Want to be an expert in your customer service job? Read customer service jobs books. | |
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How to Become a GREAT Call Center Manager The ideal book written directly for call center management. A must-read for supervisors, team leaders, managers, trainers and executives. How to Become a GREAT Call Center Manager teaches managers to become GREAT at call center supervision, training, coaching and leadership. Includes strategies, worksheets and custom designed outlines for all levels of call center management. |
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Managing and Motivating Contact Center Employees : Tools and Techniques for Inspiring Outstanding Performance from Your Frontline Staff 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. |
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Inspiring Call Center Performance Is it time to drive performance in your call center? Inspiring Call Center Performance is a terrific book to teach managers the principles of creating dynamite results in the call center. It was written for managers, executives, supervisors and trainers who manage call center, inside sales and customer care departments. |
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Call Center Recruiting and New Hire Training The highest hurdle that stands before most call center managers today is the shortage of qualified agents. To help you prepare for booming call center growth and the demands of the emerging multi-channel environment, Call Center Recruiting and New Hire Training compiles the best articles, ideas and... |
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Call Center Management on Fast Forward: Succeeding in Today's Dynamic Inbound Environment Call Center Management on Fast Forward is an outstanding treasure-trove, loaded with information critical to call center managers' successes. I keep my copy under lock and key. |
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The Call Center Handbook 4 Ed: The Complete Guide to Starting, Running, and Improving Your Customer Contact Center 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 improving your call center. It explains it all |
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Navigating the Customer Contact Center in the 21st Century Supervisors and managers who are responsible for the creation and successful operation of modern customer contact centers must understand and react to the remarkable changes that are transforming call centers in this technological age. Examined in this guide are the influences driving the creation and expansion of contact centers; the impact of voice mail, e-mail, and the Web; and a management process that focuses on managing productivity and quality in equal measure. Management challenges, the effective use of reports and rewards, and operations issues are also covered. |
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Online Customer Care: Strategies for Call Center Excellence Cusack's book is a timely and detailed introduction to the world of emerging technologies in customer care, and will be a valuable resource to any organization attempting to set up world-class customer care operations today. |
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Call Center Forecasting and Scheduling: The Best of Call Center Management Review There is simply no way to establish and operate an effective call center environment without a solid understanding of the principles behind forecasting, staffing, scheduling, service level, queuing dynamics and real-time management. |
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Call Center Operations: Profiting from Teleservices Optimize call center technologies u and boost your bottom line. Open up new sales opportunities and improve customer service with today's newest teleservice technologies! Profiting from Teleservices: An Operational Guide to Call Center Technologies, by Charles E. Day, puts at your fingertips... |
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Call Center Sample Monitoring Forms An important part of any successful call monitoring program is the actual form used to evaluate agents. These 64 forms show the breadth of performance criteria, the varying level of procedural complexity and detail, and the spectrum of scoring mechanisms in use in a wide array of enterprises today.... |
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Building Call Center Culture Building Call Center Culture goes beyond most management books. Why? Because this book explores the "human element". Most books about the customer contact center study technology, setting up call centers, the industry, etc. This book takes "people supervision" as its central theme and builds... |
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Designing the Best Call Center for Your Business: A Complete Guide for Location, Services, Staffing and Outsourcing
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, finding the right property and staff recruiting,... |
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Call Center Success : Essential Skills for Csrs (Crisp Fifty-Minute Book) A guide for customer service representatives to handling the challenges of the job and representing the company with friendliness and dignity. An interactive foundation for learning to build good customer relationships. |
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More books, including call center leadership and management books from the Call Center Learning Center. |