Download or read book Business School Essentials for Call Center Leaders written by Maggie Klenke and published by . This book was released on 2004 with total page 248 pages. Available in PDF, EPUB and Kindle. Book excerpt:
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 The Essentials of School Leadership written by Brent Davies and published by SAGE. This book was released on 2009-01-18 with total page 247 pages. Available in PDF, EPUB and Kindle. Book excerpt: Building on the success of the first edition, this book provides a focused up-to-date introduction to the current themes and dimensions of educational leadership through contributions from some of the leading authors in the field. Each chapter introduces the reader to a key aspect of leadership. This new edition has been fully updated to include recent developments, new chapter summaries and further reading, and a new chapter on Developing Leadership. Written in an accessible style, this book is essential reading for school leaders who wish to have a better understanding of their leadership role. It is also suitable for Masters/Doctoral students worldwide, and will give those on professional development courses a valuable insight into school leadership.
Download or read book BUSINESS Essential written by Bloomsbury Publishing and published by Bloomsbury Publishing. This book was released on 2015-03-20 with total page 702 pages. Available in PDF, EPUB and Kindle. Book excerpt: The abridged, updated edition of international bestseller BUSINESS: The Ultimate Resource. This essential guide to the world of work and careers is crammed with top-quality content from the world's leading business writers and practitioners. Now in a handy paperback format, it is ideal for time-pressed managers, small business owners and students alike. A free eBook will be available for purchasers of the print edition. This book includes: Actionlists: more than 200 practical solutions to everyday business and career challenges, from revitalising your CV to managing during difficult times. Management library: time-saving digests of more than 70 of the best and most influential business books of all time, from The Art of War to The Tipping Point. We've read them so you don't have to. Best Practice articles: a selection of essays from top business thinkers. Business Dictionary: jargon-free definitions of thousands of business terms and concepts. Gurus: explanations of the lives, careers, and key theories of the world's leading business thinkers
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 Essential Lessons on Leadership Collection written by Jon Huntsman and published by FT Press. This book was released on 2013-04-27 with total page 1651 pages. Available in PDF, EPUB and Kindle. Book excerpt: A brand new collection of expert advice on becoming a more successful and ethical leader 4 authoritative books bring together today’s best advice on leading with passion, inspiration, ethics, and charisma – and succeeding! This brand new collection will help you lead with passion, inspiration, and honor – and win! Moral Intelligence 2.0 reveals why the best-performing companies have leaders who actively apply moral values to achieve enduring personal and organizational success. Using many new examples and real case studies and new interviews with key business leaders, Doug Lennick and Fred Kiel identify connections between moral intelligence and higher levels of trust, engagement, retention, and innovation. You’ll find specific guidance on moral leadership in both large organizations and entrepreneurial ventures, and a new, practical, step-by-step plan for measuring and strengthening every component of moral intelligence in business. Next, in Do the Right Thing, former Southwest CEO James F. Parker shows why “doing the right thing” isn’t just naïve “feel-goodism”: it’s the most powerful rule for business success. Parker reveals how Southwest’s extraordinary culture of mutual respect and trust developed, offering deeply personal insights into principles that can make any team, organization or company strong. You’ll discover how great leaders are found at every level, “hire for attitude and train for skills,” achieve unparalleled teamwork, and actually make work fun. In the updated edition of his national best-seller Winners Never Cheat, Jon Huntsman proves that you can succeed at the highest levels, without sacrificing the principles that make life worth living. This book is about remembering why you work, and why you were chosen to lead. It’s about finding the bravery to act on what you know is right, no matter what you’re up against. It’s about winning – the right way. Finally, in Ultimate Leadership, Russell E. Palmer helps you shape your leadership approach to your unique challenges, contexts, and organizations, without compromising what matters most. Palmer--who has had highly successful careers leading one the world’s largest accounting firms, as Dean of the Wharton School, and as an entrepreneur--helps you identify the leadership model most appropriate for your environment, and how to lead accordingly. You’ll learn better ways to lead equals, help organizations weather crises, transform culture, lead entrepreneurial or global organizations...even lead non-profits and universities. From world-renowned leadership experts Doug Lennick, Fred Kiel, Ph.D., James F. Parker, Jon Huntsman, and Russell E. Palmer
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 Essentials written by Robert E. Hinson and published by IAP. This book was released on 2019-08-01 with total page 253 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer Service Essentials is a must-read and a definitive source of information on effective management of customer service in Africa and beyond. Leveraging on unique concepts and practices developed in the field of customer service management, this book uses case studies and vignettes to reinforce learnings, drawing parallels to real life experiences. The book is a valuable resource for individuals and organizations, in the quest to achieve excellent customer service, increased productivity and enhanced employee satisfaction. It explores the practical challenges of customer service in Africa, examines critical success factors and provides guidelines for effective customer engagement in this evolving highly networked digital era. Policy makers, directors, managers and students will gain valuable and actionable insights on service management as they navigate the chapters. Praise for Customer Service Essentials: Lessons for Africa and Beyond "This book captures service excellence by detailing out in a most explicit manner essential services dynamics of Responsiveness, Accessibility, Tangibles, Empathy and Reliability. I highly recommend it!" Esi Elliot Assistant Professor, Marketing Suffolk University, Boston, MA "I am very impressed with this book and excited to see the topics being discussed in the Chapters are geared toward quality customer service in Africa. All the chapters are superbly written, relevant to the African context and above all, the authors cover incredibly interesting topics and support them with pertinent cases. Bringing together such fine minds in the field, this book is useful and a must for anyone serious about customer service, service branding and the need to respect the customer." Charles Blankson Professor of Marketing College of Business University of North Texas "Hinson and colleagues have skillfully put together a useful collection of new perspectives on modern customer service essentials with an African and global perspective. This is a highly recommended text for students and practitioners." Ellis L.C. Osabutey Reader Roehampton University Business School United Kingdom
Download or read book Leaders written by Warren G. Bennis and published by HarperCollins Publishers. This book was released on 1986 with total page 260 pages. Available in PDF, EPUB and Kindle. Book excerpt: Discusses the qualities of successful business executives and offers advice for managers on how to develop leadership skills.
Download or read book The Industry Leader written by and published by . This book was released on 1969 with total page 1726 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Legendary Service The Key is to Care written by Ken Blanchard and published by McGraw Hill Professional. This book was released on 2014-04-18 with total page 176 pages. Available in PDF, EPUB and Kindle. Book excerpt: Take Care of Your Customers--or Someone Else Will! Legendary Service Great customer service is a concept organizations love to be known for. Yet most people consider the service they receive to be average, at best. Successful companies make the connection between legendary customer service and a thriving business--they recognize that the way employees treat customers is directly related to the way managers treat employees. Kelsey Young is an optimistic but disillusioned sales associate working her way through college. Her world opens up when one of her professors challenges her to create a culture of service at her workplace by putting the five components of Legendary Service into practice. Although Ferguson's, the store where Kelsey works, certainly isn't known for service excellence, Kelsey believes she can make a positive difference. She quickly learns that culture change isn't easy--and that her role as a frontline employee is more significant than she ever could have imagined. In characteristic Blanchard style, Legendary Service: The Key Is to Care is a quick and entertaining read for people at all organizational levels in every industry. When applied, its lessons will have a profound impact on the service experience your customers will receive. Whether a CEO or a part-time employee, every person can make a difference--and customer service is everyone's job. PRAISE FOR LEGENDARY SERVICE: "Read this book and establish a service culture in your organization." -- Horst Schulze, Chairman/CEO, Capella Hotel Group "Legendary Service has great learnings for people at all organizational levels: for executives and managers, the value of a service culture; and for frontline staff, the reality that they are the face of the company and can make a difference. Legendary service--it's everyone, always." -- Mark King, CEO and President, TaylorMade Golf "Everything I know about service I learned from my career at Hilton Hotels, Marriott International, The Walt Disney Company, and Ken Blanchard. The One Minute Manager dramatically changed my thinking 32 years ago. Legendary Service will teach the next generation how to deliver sensational service. Buy it, study it, implement it." -- Lee Cockerell, Executive Vice President, Walt Disney World (Retired & Inspired), and author of Creating Magic and The Customer Rules "Kathy Cuff and Vicki Halsey have created a fantastic customer service model called ICARE. When you add their voices to that of the master storyteller Ken Blanchard, you have a masterpiece entitled Legendary Service. It is a must-read for everyone who, like me, has a passion for service." -- Colleen Barrett, President Emeritus, Southwest Airlines, and coauthor of Lead with LUV "Ken Blanchard has done it again and delivered the right book at the right time. Legendary Service provides the essentials of hospitality and servant leadership in a way that everyone can adopt--right now--today!" -- John Caparella, President and COO, The Venetian, The Palazzo, and Sands Expo "Ken, Kathy, and Vicki show us how to change everyday service events into memorable experiences. Their book is a must-read for anyone unwilling to accept mediocrity." -- Leonardo Inghilleri, coauthor of Exceptional Service, Exceptional Profit
Download or read book The Leadership Academy written by Can Akdeniz and published by Business Hacker Books. This book was released on 2014-06-09 with total page 513 pages. Available in PDF, EPUB and Kindle. Book excerpt: Leadership Academy is a stellar collection of successful leadership books by two renowned business writers, Can Akdeniz and Jonas Stark. Collectively, these four books – Cool Boss: Master 11 Qualities of Today’s Greatest Leaders, Happy Company: How to Create a Happy, Trustable and Successful Business, The 9 Routines of Successful People: A Guidebook for Personal Change, and Go Nuts: The Art of Creativity and Innovation – will help you steer both yourself and your company in a more successful direction. As you’ll learn, leadership skills can be developed in some pretty surprising ways – and innovation, positivity, and happiness all play major roles.
Download or read book Contact Center Management on Fast Forward written by Brad Cleveland and published by . This book was released on 2019-09-15 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Fast Company The Rules of Business written by Fast Company's Editors and Writers and published by Crown Currency. This book was released on 2005-10-18 with total page 258 pages. Available in PDF, EPUB and Kindle. Book excerpt: From The Rules of Business Rule #1 The first rule of business is the same as the first rule of life: Adapt or die. “What gets measured, gets done.” —Peter Drucker Rule #8 Nothing is more overrated than a new idea. Ideas by themselves are worthless. It’s what you do with them that matters. “Bet on the jockey, not on the horse.” —Malcolm Forbes “Best practices usually aren’t.” —Christopher Locke, co-author, The Cluetrain Manifesto Rule #49 If it is not right, don’t do it; if it is not true, don’t say it. “If you think you’re too small to have an impact, try going to bed with a mosquito in the room.” —Dame Anita Roddick, founder, The Body Shop In THE RULES OF BUSINESS, Fast Company’s renowned editor in chief, John Byrne and the writers and editors of Fast Company, distill the major ideas and principles of the world of business into fifty-five essential rules. These rules are elaborated on and enhanced by quotes and insights from over 200 business leaders, practitioners, and thinkers into what is sure to be an essential desk reference for managers, professionals, and executives-to-be. Published on the tenth anniversary of the magazine, FAST COMPANY’S THE RULES OF BUSINESS features the essential principles behind today’s most important business topics, from customer service to innovation, from strategic thinking to leadership and management. The book introduces each category with a two-page commentary, and weaves two to four essential rules throughout every chapter. At the end of each chapter a boxed, bulleted “Fast Take” section gives readers specific takeaways they can use in their day-to-day work. The heart of each chapter, however, is the quotes and insights on the subject culled from the great minds in business, both living and historical—leaders and thinkers such as Machiavelli and Jack Welch, Adam Smith and his invisible hand and Tom Peters on marketing Me, Inc., Michael Porter on (what else?) strategy and A.G. Lafley, Jeff Bezos on the perils of hiring the wrong person and Bill Gates on the value of information technology, Anne Mulcahy and Warren Buffett, and many more. FAST COMPANY’S THE RULES OF BUSINESS is the ultimate desk reference.
Download or read book Call Center Leadership and Business Management Handbook and Study Guide written by Brad Cleveland and published by ICMI Press (International Customer Management Institute). This book was released on 2003 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: This handbook is part four of ICMI's comprehensive, four-part series on call center management, which includes people management, operations management, customer relationship management, and leadership and business management. The Call Center Leadership and Business Management Handbook and Study Guide applies proven leadership and business practices to the call center environment. The study guide opens with guidance on developing an effective vision, mission, strategy and valuation model. Next, it explores leadership and communication best practices and highlights those skills and aptitudes that are most important in the call center. The unique environment of the call center is discussed next, with a focus on navigating future trends and requirements. The fourth section of the guide provides professionals with solid principles on developing business plans, improving operations and managing contracts. The study guide comes to a close with an overview of financial principles that call center professionals should understand.
Download or read book Leadership Resources written by Center for Creative Leadership, Greensboro, NC. and published by . This book was released on 2000 with total page 428 pages. Available in PDF, EPUB and Kindle. Book excerpt: This guide provides over 300 pages of resources suggested by leadership educators in surveys, Center for Creative Leadership staff, and search of library resources. This eighth edition is half-new, including web sites and listserv discussion groups, and it places a stronger focus on meeting the needs of human resources professionals and corporate trainers. An annotated bibliography groups leadership materials in several broad categories: overview; in context; history, biography and literature; competencies; research, theories, and models; training and development; social, global, and diversity issues; team leadership; and organizational leadership (180 pages). Includes annotated lists of: journals and newsletters (9 pages); instruments (21 pages); exercises (41 pages); instrument and exercise vendors (5 pages); videos (29 pages); video distributors (4 pages); web sites (6 pages); organizations (21 pages); and conferences (9 pages). (Contains a 66-page index of all resources.) (TEJ)
Download or read book The Universalist Leader written by and published by . This book was released on 1925 with total page 848 pages. Available in PDF, EPUB and Kindle. Book excerpt:
