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 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 Call Centers for Dummies written by Real Bergevin and published by John Wiley & Sons. This book was released on 2006-01-20 with total page 386 pages. Available in PDF, EPUB and Kindle. Book excerpt: Call Centers for Dummies is the ideal resource for call center managers. Using Call Centers for Dummies, the manager is equipped with a guide that, working under the principals of revenue generation, efficiency, and customer satisfaction, will improve results measurably. Instead of viewing the call center only as a cost center, managers, equipped with new tools, will be able to affect the bottom line through continuous. Part I: From the Ground Up: An Overview of the Call Center.Part II: The Master Plan: Finance, Analysis, and Resource Management.Part III: Making Life Better With Technology.Part IV: Ensuring Continuous Improvement'.Part V: Handling the Calls: Where It All Comes TogetherPart VI: The Part of Tens

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 Advice from a Call Center Geek written by Thomas Laird and published by . This book was released on 2018-08-21 with total page 90 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Advice from a Call Center Geek: Rethinking Call Center Operations is a field manual for the 21st century contact center. Practical, poignant, and funny, Tom dishes out amazing real-world advice that has made his organization successful. From culture to education to incentives, Tom addresses the key areas to make your contact center world-class!"Paul HerdmanHead of Customer ExperienceNICE inContactAdvice From a Call Center Geek takes a look at a new way of running today's high end contact center. Tom Laird, the CEO of award winning Expivia Interaction Marketing, 600 seat BPO call center guides you through the process of developing a world class operation.This book will take you through the process of evaluating and changing your call center's culture, how to look beyond a resume to hire the "right" associates and show you how to educate for quality while maintaining high level management. Advice from a Call Center Geek will make you rethink how the call center manager of today should be looking at running their call center.

Download or read book One Night at the Call Center written by Chetan Bhagat and published by Ballantine Books. This book was released on 2008-12-10 with total page 322 pages. Available in PDF, EPUB and Kindle. Book excerpt: Press 1 for technical support. Press 2 for broken hearts. Press 3 if your life has totally crashed. . . . Six friends work nights at a call center in India, providing technical support for a major U.S. appliance corporation. Skilled in patience–and accent management–they help American consumers keep their lives running. Yet behind the headsets, everybody’s heart is on the line. Shyam (Sam to his callers) has lost his self-confidence after being dumped by the girl who just so happens to be sitting next to him. Priyanka’s domineering mother has arranged for her daughter’s upscale marriage to an Indian man in Seattle. Esha longs to be a model but discovers it’s a horizontal romp to the runway. Lost, dissatisfied Vroom has high ideals, but compromises them by talking on the phone to idiots each night. Traditional Radhika has just found out that her husband is sleeping with his secretary. And Military Uncle (nobody knows his real name) sits alone working the online chat. They all try to make it through their shifts–and maintain their sanity–under the eagle eye of a boss whose ego rivals his incompetence. But tonight is no ordinary night. Tonight is Thanksgiving in America: Appliances are going haywire, and the phones are ringing off their hooks. Then one call, from one very special caller, changes everything. Chetan Bhagat’s delicious romantic comedy takes us inside the world of the international call center, where cultural cross-wires come together with perfect pathos, hilarity, and spice.

Download or read book 23 Steps to an Effective Call Centre written by Bergevin, Real and published by St. Catherines, Ont. : NuComm Solutions Incorporated. This book was released on 2000 with total page 114 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Make Your Business Survive and Thrive written by Priscilla Y. Huff and published by John Wiley & Sons. This book was released on 2007-03-16 with total page 369 pages. Available in PDF, EPUB and Kindle. Book excerpt: If you’re an entrepreneur, or you’re just thinking of starting a business, start with this smart, practical guide to small business success. It shows you how to maintain healthy growth and profits—no matter what kind of business you own—and helps you get the most out of your limited resources. Grow your business and get on the fast track to success.

Download or read book Contact written by Jack A. Green and published by Scarborough, Ont. : Nelson Canada. This book was released on 2000 with total page 242 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book is written to help aspiring and current call centre represtentatives to optimize their success on the job. Consequently, this book is more than just a collection of theories about what a call centre should be. This book is a manual, a "how to" that will guide the reader to success in the call centre roll.

Download or read book The Secret Diary of a Call Centre written by Call Guy and published by CreateSpace. This book was released on 2014-12-05 with total page 174 pages. Available in PDF, EPUB and Kindle. Book excerpt: Once told by a well-meaning teacher that he could be whatever he wanted to be CG has, since his first call centre job at the age of 18, spent on-and-off just over a decade in the call-centre. From big glass-and-steel air-conditioned open plan offices to seedy backrooms in red light districts, from the public sector to the private CG has been there taking and making calls. He's endured the murderous rages of customers and the oppressive policies of call-time obsessed managers, surviving and maintaining his sanity only by writing it all down in his award-winning blog The Secret Diary of a Call Centre. The book tells the story of one persons journey through call centre hall and back. Whether you are a call centre employee, or a customer this book is full of illuminating insights into the world of the call centre - a world which can be dull and oppressive with just the very occasional bit of humour.

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 Selling to VITO the Very Important Top Officer written by Anthony Parinello and published by Simon and Schuster. This book was released on 2010-07-15 with total page 256 pages. Available in PDF, EPUB and Kindle. Book excerpt: There has never been a sales book that gives you one-on-one, personal help to catapult your sales career and your personal income to a level that will surprise you and shock your sales manager! You'll stop: wasting your precious selling time with 'non-decision' makers getting any rejection whatsoever from gatekeepers working your keester off for itsy, bitsy sales losing sales that you thought you were going to win not making your sales quota You'll start: making sales that are up to 65 percent bigger cutting your sales cycle in half getting as much as 120 percent more add-on business from your existing customers getting VITO to VITO referrals worth pure gold making the income that you really deserve

Download or read book In the Call Centre of Things written by Duncan Stonehouse and published by Xlibris Corporation. This book was released on 2010-01-01 with total page 92 pages. Available in PDF, EPUB and Kindle. Book excerpt: In the Call Centre of things' is a book packed full of anecdotes and amusing tales about Call Centre life; from Staff Relationships to Embarrassing Errors, Dead Customers to Death Threats from Customers, Bizarre Phone Calls and even more Bizarre People; this book has it all. If you have ever worked in a Call Centre, or even called into one once in your life, you'll enjoy the sort of humour that an environment like that creates, told in the author's own conversational style, it's a book you won't be able to put down until the next call comes through!

Download or read book A Practical Guide to Call Center Technology written by Andrew Waite and published by CRC Press. This book was released on 2002-01-02 with total page 497 pages. Available in PDF, EPUB and Kindle. Book excerpt: Get the most out of ACDs (automatic call distributors) and other complex systems in order to boost customer satisfaction and increase sales Includes three ready to use RFPs (request for proposals) for buying an ACD, computer telephony system, or recording

Download or read book Global Remix written by Richard Scase and published by Kogan Page Publishers. This book was released on 2006-11-03 with total page 193 pages. Available in PDF, EPUB and Kindle. Book excerpt: Global Remix is an exciting overview of major global economic trends over the next twenty years and how they will impact upon both businesses and the everyday lives of their employees. Author Richard Scase combines a discussion of macroeconomic trends and their impact on corporate strategy with a study of how they will affect individual lifestyles. Global Remix examines both the challenges faced by Western businesses as a result of the rise of Asian, Eastern European and Latin American economies and highlights the amazing opportunities it affords. Not only are there increasingly wealthy new markets to sell into, but also growing numbers of international travellers from these areas. Key issues addressed include the business structure of the future; meeting the challenges of the new economic order; new global market opportunities; environmental impacts; and the changing political landscape. This thought-provoking book provides senior and middle managers with ideas and inspiration on how to make this economic revolution work for themselves, their businesses and their employees.

Download or read book The Routledge Handbook of Multilingualism written by Carolyn McKinney and published by Taylor & Francis. This book was released on 2023-10-31 with total page 711 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Routledge Handbook of Multilingualism provides a comprehensive survey of the field of multilingualism for a global readership and an overview of the research which situates multilingualism in its social, cultural and political context. This fully revised edition not only updates several of the original chapters but introduces many new ones that enrich contemporary debates in the burgeoning field of multilingualism. With a decolonial perspective and including leading new and established contributors from different regions of the globe, the handbook offers a critical overview of the interdisciplinary field of multilingualism, providing a range of central themes, key debates and research sites for a global readership. Chapters address the profound epistemological and ontological challenges and shifts produced since the first edition in 2012. The handbook includes an introduction, five parts with 28 chapters and an afterword. The chapters are structured around sub-themes, such as Coloniality and Multilingualism, Concepts and Theories in Multilingualism, and Multilingualism and Education. This ground-breaking text is a crucial resource for researchers, scholars and postgraduate students interested in multilingualism from areas such as sociolinguistics, applied linguistics, anthropology and education.

Download or read book Developments in the Call Centre Industry written by Julia Connell and published by Routledge. This book was released on 2006-09-27 with total page 237 pages. Available in PDF, EPUB and Kindle. Book excerpt: Over the past ten years there has been a massive growth in call centres worldwide. These centres are said to represent the most dynamic growth area in white-collar employment internationally since the mid 1990s. Yet the footloose and global nature of the industry means that jobs will always be susceptible to outsourced operations, ICT developments, public sector subsidization of business restructuring and re-location, and cheaper operations elsewhere. This book conducts a thorough analysis of this modern phenomenon.