Download or read book 101 lessons for great call center management written by Dan Coen and published by . This book was released on 2008 with total page 111 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Customer Service Management Training 101 written by Renee Evenson and published by AMACOM Div American Mgmt Assn. This book was released on 2011 with total page 225 pages. Available in PDF, EPUB and Kindle. Book excerpt: Becoming a great customer service manager requires a mastery of skills beyond those needed by frontline employees. Filled with the same accessible, step-by-step guidance as Customer Service Training 101, this user-friendly book shows readers how to develop the skills they need to communicate, lead, train, motivate, and manage those employees responsible for customer satisfaction. Designed for new managers and veterans alike, Customer Service Management Training 101 covers essential topics, including: Planning and goal setting * Time management * Team development * Conflict resolution * Providing feedback * Monitoring performance * Conducting meetings * Managing challenges * Listening * Verbal, nonverbal, and written communication. Readers will learn to identify their personal management style, develop core leadership qualities, and efficiently focus on their own development as managers. Packed with checklists, "real world" practice lessons, and examples of the right and wrong ways to do things, this is the one book every customer service manager needs to thrive.

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.

Download or read book Customer Service Training 101 written by Renee Evenson and published by AMACOM. This book was released on 2017-12-14 with total page 246 pages. Available in PDF, EPUB and Kindle. Book excerpt: This invaluable resource is the training manual you need to give your employees the thorough training, review, and--if necessary--overhaul they need in the vitally important area of customer service. If their interactions with you and your employees were the only things your customers knew about your business, what would they say about it? Would they use descriptions such as “uninformed,” “rude,” “hot-tempered,” “uncaring”? For your customer, nothing else represents your business more than your employees; therefore, nothing is more important than arming them with the knowledge and skills they need to find the best solution for every customer. Using scenarios, guidelines, and practice exercises, Customer Service Training 101 will train them in: Creating positive first impressions Speaking and writing effectively Listening attentively Identifying needs Making customers feel valued Confidently handling customer complaints Your business plan is sound. Your product is needed. Your growth strategies are ground-breaking, but poor customer service can bring it all to a crashing halt. Equip you and your employees with the necessary skills before it’s too late.

Download or read book Customer Service Training 101 written by Renee Evenson and published by AMACOM Div American Mgmt Assn. This book was released on 2011 with total page 239 pages. Available in PDF, EPUB and Kindle. Book excerpt: Your service team may represent the first, last, or only interaction point between your customers and your company. Your front-line service professionals make or break countless opportunities, leads, sales, and relationships every day. Completely revised and updated to meet the challenges of a new service landscape, the second edition ofCustomer Service Training 101 presents proven techniques for creating unforgettable customer experiences. The book covers every aspect of face-to-face, phone, Internet, and self-service customer relations, and provides simple yet powerful tips for: * Projecting a positive attitude and making a great first impression * Communicating effectively, both verbally and nonverbally * Developing trust, establishing rapport, and making customers feel valued * Confidently handling difficult customers and situations New features include "How Do I Measure Up?" self-assessments, and "Doing It Right" examples from the author's extensive customer service experience. Every step-by-step lesson in this comprehensive and inspiring training manual is augmented with instructive sidebars, a summary of key points, practice exercises, and so much more.

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.

Download or read book Dancing with the Customer written by Paul Dorrian and published by Penguin Random House South Africa. This book was released on 2011-06-27 with total page 189 pages. Available in PDF, EPUB and Kindle. Book excerpt: We are at a defining moment in thinking about competitiveness. Customer service is no longer an extension of business. It is the core of it. Nor is rendering good service sufficient. The global economy is heaving sea and if you don't attain supremacy in customer service you may find yourself drowning. However, if you follow the 101 practical lessons in this book your business will take a quantum leap.

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.

Download or read book 50 Activities for Achieving Excellent Customer Service written by Darryl S. Doane and published by Human Resource Development. This book was released on 2003 with total page 274 pages. Available in PDF, EPUB and Kindle. Book excerpt: Increase the creativity and skill level of customer service representatives, demonstrate what excellent customer service is, provide insights and practice to improve customer service, develop your own organization's bank of customer service learning situations.

Download or read book Best Practices in Call Center Management and Operations written by Prosci and published by . This book was released on 2001 with total page 48 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Call Center 101 Success Secrets written by Timothy Phelps and published by Emerge Publishing Group Llc. This book was released on 2013-06 with total page 82 pages. Available in PDF, EPUB and Kindle. Book excerpt: There has never been a Call Center manual like this. Call Center 101 Success Secrets is not about the ins and outs of Call Center. Instead, it answers the top 101 questions that we are asked and those we come across in forums, our consultancy and education programs. It tells you exactly how to deal with those questions, with tips that have never before been offered in print. This guidebook is also not about Call Center best practice and standards details. Instead it introduces everything you want to know to be successful with Call Center. A quick look inside of the subjects covered: Understanding the Effects of Good Customer Service in Increasing Sales in Call Centers, The Road to Becoming a Call Center Manager, Supervisor and Group Leader, Why You Need Call Center Support, Why Choose Call Center Careers?, Conquering Challenges of Call Center/Customer Service Managers, Why Managers Have to Re-Examine Customer Call Center Policies, The Requirements for the Manager Call Center Position, The Need to Train a Call Center Agent, Call Center here at your Service, Customer Service And Call Center: A Solution To Satisfy Your Customer Needs, Why Call Center Solutions Are Important to Everyone, The Computer Help Desk Call Center - An IT Service Provider, The Operation in a Call Center, The Different Types of Call Center Management Jobs, The On-the-Job Duties of A Call Center Rep, Qualities of a good Customer Service Representative in a Call Center, What You Need To Know About Call Center Management, Standard Requirements for A Call Center Agent Applicant, Call Center Jobs Taking Chances on a Call Center Career, The Importance of an Office Call Center, The Advantages Of Work From Home Call Center, Call Center Operations Managers And Service Quality, Problems Encountered in Management Inbound Call Center Organizations, Call Center Guarantees Profit and Collection Generation, The Qualities of a Call Center Vice President, What Is Required From a Customer Service Representative Call Center Applicant?, Who Offers Virtual Call Center Employment Nowadays?, The Qualities of an Effective Call Center Financial Services Representative, Call Center Pricing Is Affordable, Call Center Consulting For Your Company, Call Center And Customer Service: One And The Same, Why You Need A Call Center Furniture, The Services In a Call Center, Let the Customer Service Call Center Handle your Customers, Inside Sales and Telephone Sales in a Call Center, The Main Responsibilities Of Call Center Managers, How A Customer Service Call Center Manager Should Hire Agents, Manage the Telemarketing of Products through Call Center, and much more...

Download or read book Contact Center Agent 101 written by Steve Stapp and published by CreateSpace. This book was released on 2009-12-27 with total page 124 pages. Available in PDF, EPUB and Kindle. Book excerpt: Contact Center Agent 101 is a must read for any contact or call center employee. The front line contact center employee in any organization is truly one of the most important people because they are the voice and ears of the company to the customer. Often times these employees are asked to perform duties that simply do not make sense to them. Finally, a book such as Contact Center Agent 101 has come along that teaches the business reasons behind much of what they are being asked to do. You will learn: * What a contact center is and why it exists * What the working environment is and what you will be expected to do * Basic terminology * Metrics that leaders review to run the business * What is a True Customer Experience * Career opportunities available in contact centers * Much, much, more! When used as part of a regular training program, Contact Center Agent 101 can help to improve the true customer experience, enhance employee satisfaction, reduce attrition, and help employees understand the business of contact centers in an easy to read and entertaining format.

Download or read book Customer Service Training 101 written by Renee Evenson and published by Amacom Books. This book was released on 2005 with total page 226 pages. Available in PDF, EPUB and Kindle. Book excerpt: A practical, hands-on guide for training customer service employees.

Download or read book 101 Things I Learned in Business School written by Michael W. Preis and published by Grand Central Publishing. This book was released on 2010-05-20 with total page 301 pages. Available in PDF, EPUB and Kindle. Book excerpt: 101 THINGS I LEARNED® IN BUSINESS SCHOOL will cover a wide range of lessons that are basic enough for the novice business student as well as inspiring to the experienced practitioner. The unique packaging of this book will attract people of all ages who have always wondered whether business school would be a smart career choice for them. Judging by the growing number of people taking the GMATs (the entrance exam for business school) each year, clearly more people than ever are thinking about heading in this direction. Subjects include accounting, finance, marketing, management, leadership, human relations, and much more - in short, everything one would expect to encounter in business school. Illustrated in the same fun, gift book format as 101 THINGS I LEARNED® IN ARCHITECTURE SCHOOL, this will be the perfect gift for a recent college or high school grad, or even for someone already well-versed in the business world.

Download or read book Nonprofit Management 101 written by Darian Rodriguez Heyman and published by John Wiley & Sons. This book was released on 2011-03-23 with total page 672 pages. Available in PDF, EPUB and Kindle. Book excerpt: A comprehensive handbook for leading a successful nonprofit This handbook can educate and empower a whole generation of nonprofit leaders and professionals by bringing together top experts in the field to share their knowledge and wisdom gained through experience. This book provides nonprofit professionals with the conceptual frameworks, practical knowledge, and concise guidance needed to succeed in the social sector. Designed as a handbook, the book is filled with sage advice and insights from a variety of trusted experts that can help nonprofit professionals prepare to achieve their organizational and personal goals, develop a better understanding of what they need to do to lead, support, and grow an effective organization. Addresses a wealth of topics including fundraising, Managing Technology, Marketing, Finances, Advocacy, Working with Boards Contributors are noted nonprofit experts who define the core capabilities needed to manage a successful nonprofit Author is the former Executive Director of Craigslist Foundation This important resource offers professionals key insights that will have a direct impact on improving their daily work.

Download or read book How to Survive Thrive in a Call Centre written by Alison Mathiebe and published by . This book was released on 2016-10-10 with total page 238 pages. Available in PDF, EPUB and Kindle. Book excerpt: How to Survive (& Thrive) in a Call Centre teaches call centre agents to:- Contribute to the call centre's success- Provide outstanding customer service- Increase sales results- Improve their overall performance- Enjoy sustained energy and motivation- Reduce their stress levels- Manage and advance their careers"Alison Mathiebe has written a book that is clear, concise and comes from evident practical experience. It is certain to boost the confidence and success of those just entering (or considering) the profession, and is a great go-to resource for established call centre agents." Brad Clevelandbradcleveland.com/blogAuthor, Call Center Management on Fast Forward (ICMI Press)"How To Survive (& Thrive) in a Call Centre by Alison Mathiebe is a very welcome contribution which will help call centres to guide, support and inform new and existing call centre staff. In particular, it would prove a useful text to give to all new staff helping them understand and adjust to working in stimulating and sometimes challenging environments. The 24 chapters address the main topics and are short enough to provide bite-size learning for agents and operators. " John P. Wilson author of The Call Centre Training Handbook

Download or read book 101 Startup Lessons written by George Deeb and published by BlogIntoBook.com. This book was released on 2013-11-01 with total page 148 pages. Available in PDF, EPUB and Kindle. Book excerpt: A comprehensive, one-stop read for entrepreneurs who want actionable learnings about a wide range of startup and digital-related topics from George Deeb, a serial entrepreneur and partner at Red Rocket Ventures. The book is a startup executive's strategic "playbook", with "how-to" lessons about business in general, sales, marketing, technology, operations, human resources, finance, fund raising and more, including many case studies herein. We have demystified and synthesized the information an entrepreneur needs to strategize, fund, develop, launch and market their businesses. Join the 100,000+ readers who have already benefitted from this book, freely available and continuously updated on the Red Rocket Blog website. TESTIMONIALS David Rabjohns, Founder & CEO at MotiveQuest "George's passion, ideas and involvement with MotiveQuest has been "game changing" for us. From jumpstarting our sales and marketing plans and team, to productizing our business and procedures, Red Rocket has had an immediate and meaningful impact from day one. I highly recommend Red Rocket. If you want to grow, strap on the Red Rocket.“ Tyler Spalding, Founder & CEO at StyleSeek "Red Rocket has been a great investor for our business and vocal champion of our brand. As a proven entrepreneur himself, George has provided valuable insights and recommendations on how to best build my business. Red Rocket would be a great partner in helping build your business.“ Seth Rosenberg, SVP at Camping World "Red Rocket helped us do a high level assessment of our e-commerce efforts and assisted with the development of a digital strategy and marketing plan. Red Rocket identified some immediate opportunities, which we are implementing. I am pleased to recommend Red Rocket for your e-commerce and digital marketing needs.“ Andrew Hoog, Founder and CEO at viaForensics "As viaForensics experienced significant growth, we recognized the need for an experienced advisor with start-up chops who could help us refine critical steps in our transition from a service company to a product-based company. Red Rocket's expertise in growth planning including organizational structure, financial modeling and competitive analysis were instrumental in refining our strategy. He helped facilitate key decisions the management team needed to make in order to take the company to the next level. We are very pleased with Red Rocket's contributions to viaForensics and highly recommend his services to other start-ups facing similar growth.“ Jerry Freeman, Founder & CEO at PaletteApp “Red Rocket has been a key instigator in helping raise funds for PaletteApp. They have helped me tremendously in realizing what an investor wants to see and how best to present it. George has great experience and understanding of how to fund and launch a new company. We feel fortunate that he has thrown his hat into our arena.” Scott Skinger, CEO at TrainSignal "Red Rocket helped us in a variety of ways, from financial modeling to introductions to lenders. Their biggest win was helping us do preliminary investigative research on one of our competitors, that ultimately sparked a dialog that lead to the $23.6MM sale of our business to that company. We couldn't be more happy with Red Rocket's involvement with our business. Overall, a great advisor to have in your corner."