Download or read book Effective Call Center Training written by Excel Books and published by . This book was released on 2002-08 with total page 220 pages. Available in PDF, EPUB and Kindle. Book excerpt: This is a lucid book on the ins and outs of the much-in-vogue call centres, it caters to the need of a global audience with panache. The focus is on honing personal relation skills and educating the reader on what it takes ti thrive in the highly competitive, vibrant and evolving world of call centres.
Download or read book Effective Call Center Soft Skills written by and published by Excel Books India. This book was released on with total page 231 pages. Available in PDF, EPUB and Kindle. Book excerpt:
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 Call Center Optimization written by Ger Koole and published by Lulu.com. This book was released on 2013 with total page 159 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book gives an accessible overview of the role and potential of mathematical optimization in call centers. It deals extensively with all aspects of workforce management, but also with topics such as call routing and the scheduling of multiple channels. It does so without going into the mathematics, but by focusing on understanding its consequences. This way the reader will get familiar with workload forecasting, the Erlang formulas, simulation, and so forth, and learn how to improve call center performance using it. The book is primarily meant for call center professionals involved in planning and business analytics, but also call center managers and researchers will find it useful. There is an accompanying website which contains several online calculators.
Download or read book A Practical Guide to Soft Skills written by Richard Almonte and published by Routledge. This book was released on 2021-12-27 with total page 171 pages. Available in PDF, EPUB and Kindle. Book excerpt: This accessible text looks at the range of soft skills sought after by employers and provides a practical guide to developing and effectively demonstrating these skills. Soft skills -- including communication, customer service, teamwork, problem solving, and personal management -- represent a major component of any worker's professional identity. This book analyzes major soft skills, including both inward-facing soft skills (how workers manage themselves to effectively perform their work) and outward-facing skills (how workers effectively interact with others and in groups). It explores how these skills are rooted in fundamental areas of liberal arts including interpersonal communication, psychology, and ethics. It provides an active learning pedagogy, including creative exercises and case studies through which students can assess their understanding of underlying concepts and their application in real-world situations. The book can be used as a supplement for communication, business, and career-oriented courses, and it will be of interest to individual students and junior professionals as well as career counselors, postsecondary instructors across the curriculum, and professionals in human resources and learning and development.
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 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.
Download or read book How I Learnt to Speak in English written by Neetu Sugandh and published by Createspace Independent Publishing Platform. This book was released on 2016-10-27 with total page 110 pages. Available in PDF, EPUB and Kindle. Book excerpt: A true story as well as techniques and notes of someone who was rejected in her first job because of not being able to communicate in English fluently. Learn how she was appointed as a communication trainer in the same organization after a few months. What did she do? And, how did she do it? This book has her experience, notes, and techniques she followed to learn the language effectively in just a few months. The book is recommended for anyone who is interested in learning English in an easy and independent manner or refreshing their English basics quickly. It is also recommended for those who train on spoken English and want to understand their learners in a better way. It will not only make you learn but also keep you motivated to learn till you complete the book. The author has put special emphasis on learning minimal definitions and focusing on the correct usage of English. The English video game table or the wish list table is one its key features.
Download or read book The Hard Truth About Soft Skills written by Peggy Klaus and published by Harper Collins. This book was released on 2009-10-13 with total page 208 pages. Available in PDF, EPUB and Kindle. Book excerpt: What's the hard truth? Soft skills get little respect but will make or break your career. Master your soft skills and really get ahead at work! Fortune 500 coach Peggy Klaus encounters individuals every day who excel at their jobs but aren't getting where they want to go. It's rarely a shortfall in technical expertise that limits their careers, but rather a shortcoming in their social, communication, and self-management behaviors. In The Hard Truth About Soft Skills Klaus delivers practical tools and techniques for mastering soft skills across the career spectrum. She shows how to: manage your workload handle the critics develop and promote your personal brand navigate office politics lead the troops and much more! Klaus reveals why soft skills are often ignored, while bringing their importance to life in her trademark style—straightforward, humorous, and motivating. Perfect for readers at all professional stages—from those who are just starting out to seasoned executives—this book is essential reading for anyone who wants to take his or her career to the next level.
Download or read book Proving the Value of Soft Skills written by Patricia Pulliam Phillips and published by Association for Talent Development. This book was released on 2020-08-04 with total page 328 pages. Available in PDF, EPUB and Kindle. Book excerpt: A Step-by-Step Guide to Showing the Value of Soft Skill Programs As organizations rise to meet the challenges of technological innovation, globalization, changing customer needs and perspectives, demographic shifts, and new work arrangements, their mastery of soft skills will likely be the defining difference between thriving and merely surviving. Yet few executives champion the expenditure of resources to develop these critical skills. Why is that and what can be done to change this thinking? For years, managers convinced executives that soft skills could not be measured and that the value of these programs should be taken on faith. Executives no longer buy that argument but demand the same financial impact and accountability from these functions as they do from all other areas of the organization. In Proving the Value of Soft Skills, measurement and evaluation experts Patti Phillips, Jack Phillips, and Rebecca Ray contend that efforts can and should be made to demonstrate the effect of soft skills. They also claim that a proven methodology exists to help practitioners articulate those effects so that stakeholders’ hearts and minds are shifted toward securing support for future efforts. This book reveals how to use the ROI Methodology to clearly show the impact and ROI of soft skills programs. The authors guide readers through an easy-to-apply process that includes: business alignment design evaluation data collection isolation of the program effects cost capture ROI calculations results communication. Use this book to align your programs with organizational strategy, justify or enhance budgets, and build productive business partnerships. Included are job aids, sample plans, and detailed case studies.
Download or read book The Leader as a Mensch written by Bruna Martinuzzi and published by . This book was released on 2009-01-01 with total page 156 pages. Available in PDF, EPUB and Kindle. Book excerpt: Offering a Glimpse Into the Strength, Wisdom, and Self-Mastery of Exceptional LeadershipThis insightful and engaging book speaks volumes on ways in which all of us, at any level, can improve our leadership impact and develop the humility, integrity, and honor that instills hope and confidence in others. Drawing on over 25 years of leadership experience, Bruna Martinuzzi brilliantly conveys the essential guidelines for the emotionally intelligent leadership needed for enduring success. Some leaders are exceptional human beings, people that others genuinely want to follow; the book uses the Yiddish word Mensch, meaning "real person of character" to describe these worthy leaders. Martinuzzi takes the reader on a transformative journey to a way of living, self-discovery, and personal strength that translates into becoming a person who authentically inspires with empathy and confidence -- and successfully motivates others to follow by example, a mensch-leader. Written for senior and emergent leaders, as well as coaches and mentors, Leader as a Mensch reminds us that 'followers' strongly impact and sustain good leadership -- and, before you can lead any group, team, or organization, you must first lead yourself. This book is for anyone wanting to enhance the way he or she supports and influences others at work and in life. An unsurpassed glimpse into the strength, wisdom, and self-mastery of true leadership, Bruna Martinuzzi¿s inspiring words close with an equally inspiring appendix, complete with an extensive listings of books, articles, and emotional intelligence frameworks to use on your path toward your personal best.
Download or read book The Compassionate Geek written by Don R. Crawley and published by Soundtraining Net. This book was released on 2011-05-05 with total page 164 pages. Available in PDF, EPUB and Kindle. Book excerpt: Note: There is a newer version of this book available. Please look up ISBN 978-0983660736. A real-world, plain-language how-to guide for delivering amazing customer service to end-users. Now in its second edition, The Compassionate Geek was written by tech people for tech people. There are no frills, just best practices and ideas that actually work! Filled with practical tips, best practices, and real-world techniques, The Compassionate Geek is a quick read with equally fast results. Here's what you'll find: Best practices for communicating with email, including examples The four intrinsic qualities of great service providers Best practices for communicating using chat and texting Ten tips for being a good listener Two practical ways to keep your emotions in check A flow chart for handling user calls What to do when the user is wrong How to work with the different generations in the workplace All of the information is presented in a straightforward style that you can understand and use right away. There's nothing "foo-foo," just down-to-earth tips and best practices learned from years of working with IT pros and end-users.
Download or read book Designing the Best Call Center for Your Business written by Brendan Read and published by CRC Press. This book was released on 2005-01-02 with total page 383 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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; f
Download or read book Soft Skills for the Workplace written by Goodheart-Willcox Publisher and published by Goodheart-Wilcox Publisher. This book was released on 2020-09-25 with total page 168 pages. Available in PDF, EPUB and Kindle. Book excerpt: Soft Skills for the Workplace is a nontraditional approach to learning basic employability skills needed in today's workplace. Well-developed soft skills help an individual find a job, perform well in the workplace, and gain personal success in life and career. By studying this text, you will learn the soft skills that employers recommend, and require, of employees. Learning how to interact professionally with customers, coworkers, and employers is one sure way to prepare for your future. In today's workplace, it is necessary to have job-specific skills to perform on the job as well as know-how to interact with coworkers and customers. You may be the most qualified person in your field in terms of hard skills, but if you lack soft skills, you may have a challenge finding and retaining employment. No matter your career choice, Soft Skills for the Workplace will help you help you jump-start your future. In today's competitive work environment, well-developed employability skills can help you stand out in the crowd Soft skills are the new hard skills for the 21st century.
Download or read book Soft Skills for the Effective Lawyer written by Randall Kiser and published by Cambridge University Press. This book was released on 2017-08-07 with total page 327 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book enables attorneys and law students to enhance their professional performance through the key soft skills of self-awareness, self-development, social proficiency, wisdom, leadership, and professionalism. It serves as both a map and a vehicle for developing the skills essential to self-knowledge and fulfillment, organizational respect and accomplishment, client satisfaction and appreciation, and professional improvement and distinction.
Download or read book Helpdesk Habits written by Mark Copeman and published by . This book was released on 2019-01-08 with total page 187 pages. Available in PDF, EPUB and Kindle. Book excerpt: Mark Copeman is a serial entrepreneur and was co-founder of Customer Thermometer, the customer satisfaction tool. He has spent two decades developing customer relationships, building a helpdesk and working with 100's of customer service organisations across the world. During this time, he has discovered the single most important ingredient to delivering exceptional customer service - habit creation and embedding. Mark's formula for success will not only transform how you work, but will also make you a happier and more successful customer service professional. Through his unique framework, he shows you how to create and embed 50 new habits, transforming how you deliver customer service, whether by phone, email or chat. Learn the importance of harnessing habits Develop the right attitude towards your role Understand the importance of human customer service Learn how to communicate effectively See how tiny adjustments in phrasing can win the day Become skilled in empathy and rapport Be assured it's OK to have a personality Read and implement with your team today and turn your helpdesk into a feature, not an overhead.
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.
