How To Be A Great Call Center Representative

Author : Rosanne D'Ausilio
Publisher : Purdue University Press
ISBN 13 : 9781557533876
Total Pages : 236 pages
Book Rating : 4.73/5 ( download)

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Download or read book Wake Up Your Call Center written by Rosanne D'Ausilio and published by Purdue University Press. This book was released on 2005 with total page 236 pages. Available in PDF, EPUB and Kindle. Book excerpt: Annotation Fourth edition includes the Training Imperative, Self Service, Updated Statistics, and Expanded References.

Author : Robert W. LUCAS
Publisher : AMACOM Div American Mgmt Assn
ISBN 13 : 0761215107
Total Pages : 199 pages
Book Rating : 4.03/5 ( download)

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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.

Author : Robert W. Lucas
Publisher : AMACOM Div American Mgmt Assn
ISBN 13 : 0761213465
Total Pages : 199 pages
Book Rating : 4.68/5 ( download)

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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.

Author : Vala Afshar
Publisher :
ISBN 13 : 9780985356460
Total Pages : 202 pages
Book Rating : 4.64/5 ( download)

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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 : Real Bergevin
Publisher : John Wiley & Sons
ISBN 13 : 0470677430
Total Pages : 391 pages
Book Rating : 4.38/5 ( download)

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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.

Author : Dr. Harold L. Price
Publisher : Page Publishing Inc
ISBN 13 :
Total Pages : 101 pages
Book Rating : 4.82/5 ( download)

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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.

Author : Brad Cleveland
Publisher : ICMI Inc.
ISBN 13 : 9780965909303
Total Pages : 312 pages
Book Rating : 4.01/5 ( download)

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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.

Author : Course Technology, Inc
Publisher :
ISBN 13 : 9780619148607
Total Pages : 0 pages
Book Rating : 4.08/5 ( download)

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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 : Zeynep Ton
Publisher : Houghton Mifflin Harcourt
ISBN 13 : 0544114442
Total Pages : 245 pages
Book Rating : 4.49/5 ( download)

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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.

Author : Richard McMunn
Publisher : How2Become Ltd
ISBN 13 : 1907558748
Total Pages : 161 pages
Book Rating : 4.40/5 ( download)

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Download or read book Interview Questions and Answers written by Richard McMunn and published by How2Become Ltd. This book was released on 2013-05 with total page 161 pages. Available in PDF, EPUB and Kindle. Book excerpt: