Download or read book 89 Learning Points for Coaching Call Center CSR s written by Peter Garber and published by Human Resource Development. This book was released on 2006-11 with total page 129 pages. Available in PDF, EPUB and Kindle. Book excerpt: 89 Learning Points for Coaching Call Center CSR's Peter Garber The traditional role of the call center "supervisor" is a thing of the past. Being an effective "coach" is fast becoming the most valuable asset you can offer your employees, call center and organization. This interactive training guide is designed for those responsible for the ultimate success of the call center. It is packed with tips and strategies that will help you do your job better and continuously coach your CSR's to improve their skills and the level of service they provide. The book is organized into five parts that drill down to the supervisor's role: The changing role of the supervisor Motivating others Creating effective communications Helping CSR's work together as a team Resolving conflicts between CSR's Within each section are learning points - 89 in all. Use these tips, exercises, multiple choice quizzes and other tools to become more effective at giving the support and guidance your employees need from you to perform their jobs in the best way possible. In just minutes, you'll gain insight and tips that will enable you to change from telling employees what to do to and ensuring the work gets done to coaching employees to reach their greatest potential. For example, you'll learn how to build trust, recognize CSR's, make yourself clear, give feedback, create synergy, become a role model, deal with upset CSR's - and many more skills that will have a huge impact on your CSR's and how satisfied customers are with the service your call center provides. 90 Pages /Code...LPCALL/ $34.95

Download or read book Learning Points written by Peter R. Garber and published by HRD Press. This book was released on 2007-01-01 with total page 120 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book The Positive Coach Approach written by Sally Cordova and published by AuthorHouse. This book was released on 2007-02-06 with total page 164 pages. Available in PDF, EPUB and Kindle. Book excerpt: ThePositive Coach Approach is truly unique in that it provides a clearly charted course of action. Its a course for anyone charged with the task of improving call center performance in the form of customer satisfaction, increased sales, shorter call times, and greater employee satisfaction. This book is a teaching guide that will lead you through what to do, why to do it, and how to do it. This method of coaching eliminates: - Stress on coaches and agents - The need for constructive criticism The Positive Coach Approach is: -A proven way to get more and better results - A kinderapproach to performance improvement

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 Resources in Education written by and published by . This book was released on 1991-07 with total page 848 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book The State of Wisconsin Blue Book written by and published by Legislative Reference Bureau. This book was released on 1991 with total page 1000 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book State of Wisconsin Blue Book written by and published by . This book was released on 1991 with total page 1064 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Basic Training III For Dental Administrative Personnel written by American Dental Association and published by American Dental Association. This book was released on 2003 with total page 213 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Veterans Job Training written by United States. Congress. House. Committee on Veterans' Affairs. Subcommittee on Education, Training, and Employment and published by . This book was released on 1993 with total page 88 pages. Available in PDF, EPUB and Kindle. Book excerpt: This document reports the oral and written testimony of witnesses at a Congressional hearing to discuss proposed legislation that would reestablish a veterans' job training program. Witnesses included representatives of veterans' groups and officials of the Department of Veterans Affairs, the Department of Labor, and the National Association of State Approving Agencies. Witnesses said that before further legislation is passed, more efforts and resources should be made available to present programs. They also noted the difficulties in tailoring job training programs to needs, since the labor market has changed so significantly, and they suggested that on-the-job training may not be used much because most veterans want a college education after the service. Suggestions were made to modify the legislation. The document contains a summary of the provisions of the proposed legislation. (KC)

Download or read book Congressional Record written by United States. Congress and published by . This book was released on 1967 with total page 394 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Modernizing America s Tax Agency written by United States. Internal Revenue Service and published by . This book was released on 2000 with total page 84 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Monthly Catalog of United States Government Publications written by and published by . This book was released on 1989 with total page 1298 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Monthly Catalogue United States Public Documents written by and published by . This book was released on 1989 with total page 1302 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Departments of Labor Health and Human Services Education and related agencies appropriations for fiscal year 1989 written by United States. Congress. Senate. Committee on Appropriations. Subcommittee on Departments of Labor, Health and Human Services, Education, and Related Agencies and published by . This book was released on 1989 with total page 840 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Commerce Business Daily written by and published by . This book was released on 1998-05 with total page 1902 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Oversight of the U S Department of Labor s Veterans Employment Training Service Disabled Veteran Outreach Program and Local Veterans Employment Representative Program written by United States. Congress. House. Committee on Veterans' Affairs. Subcommittee on Economic Opportunity and published by . This book was released on 2008 with total page 120 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Administration of Training written by United States Civil Service Commission. Library and published by . This book was released on 1973 with total page 136 pages. Available in PDF, EPUB and Kindle. Book excerpt: