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The Call Centre Training Handbook by John P. Wilson Pdf
A complete resource for providing learning, training, and development within contact centers. This handbook offers call center managers and trainers information with which to benchmark training and identifies best practice in learning and development.
How to Survive (& Thrive) in a Call Centre by Alison Mathiebe Pdf
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 Cleveland bradcleveland.com/blog Author, 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
Gower Handbook of Call and Contact Centre Management by Natalie Calvert Pdf
Call centres and contact centres form an important and rapidly growing part of today's business world. They present a range of management challenges, from strategic decisions about how to develop a customer strategy, business planning, through to detailed considerations of staffing levels and appropriate technology. This new handbook, the first of its kind, provides a unique insight giving expert opinions on how to get the most out of your contact centre operations. Natalie Calvert, a specialist in the field, has brought together a team of 35 experienced practitioners who provide invaluable knowledge, share their experiences and draw on real-life examples to suggest practical solutions on a wide range of topics. This handbook is an indispensible guide and reference for call and contact centre managers, HR specialists and senior executives responsible for marketing, sales or customer services. The handbook is divided into six parts: I The business plan II The people factor III Contact centre technology IV Standards, processes, and outsourcing V Building profitable customer relationships VI The future.
Need to know how to buy a phone switch for your call center? How to measure the productivity of agents? How to choose from two cities that both want your center? No problem. The Call Center Handbook is a complete guide to starting, running, and im
Call Center Operations Management Handbook and Study Guide by Brad Cleveland,Debbie Harne Pdf
This handbook is part two 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 Operations Management Handbook and Study Guide provides this solid foundation through an examination of key performance indicators, call center planning and management processes, call center technology and facilities management. The guide begins with an explanation of service level and response time -- key objectives that measure the accessibility of the center. A detailed examination of other key performance indicators follows. The third section of the guide provides an in-depth discussion of the planning and management processes upon which call center operations depend, including forecasting, staffing and scheduling. The guide then transitions from processes to technology with an integrated look at the technologies present in the best of today's centers. The guide closes with site selection, call center design, health and safety issues, and disaster recovery principles.
This book is for people who work in a call center and common traits the call center location must offer. It contains practical observations about how to use particular technologies, and ideas about how to run the call center, which has become its own corporate discipline.
Speak Right for a Call Center Job! by Arjun Raina Pdf
Speak English right for today's hottest career option. Speak Right for a Call Centre Job! is a complete training guide to developing English speaking skills for anyone who wants to enter the international call centre industry. To speak with customers across the globe, and answer queries satisfactorily, call centre tele-agents need to be clear, prompt and precise with their responses, and speak English correctly, pleasantly and intelligibly. Based on the author's long and varied experience in call centre training, this book provides an easy-to-follow step-by-step programme in building English speaking skills, along with helpful hints on coping with lifestyle changes in a call centre. If you've been wondering how you can pick up the skills required for a call centre job quickly, without enrolling in a training centre and spending a fortune, this book is for you. The key features of the book are: The daily mantra: a few simple exercises to get your speaking skills in order Six easy and well-designed lessons to help you speak English clearly and confidently A quick guide to understanding 'American English' Practice scripts for business-related conversations A quick and fun guide to English grammar and construction A self-aptitude test to perfect your entry level skills.
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.
Every customer-facing corporation has at least one call center. In the United States, call centers handle a billion calls per year. Call Center Operation gives you complete coverage of the critical issues involved in the design, implementation, organization, and management of a customer call center. Sharp provides information on advanced technology tools for workforce management, workshop examples for training call center staff, and an analysis of the significance of the call center to overall corporate customer relationship strategies. A special feature of the book is its focus on call center case studies, describing a number of successful call center strategies and best practices, selected from various business sectors - financial, retail, healthcare, travel, technology, and others. These case studies provide useful guidelines based on successful corporate call centers that will guide you in establishing and maintaining the most effective call center operation for your enterprise. · Presents key concepts and techniques, including a formal development process, in a real-world context · Provides extensive management guidelines · Stresses the importance of staff selection and training
Call Centers For Dummies by Real Bergevin,Afshan Kinder,Winston Siegel,Bruce Simpson Pdf
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.
Call Center People Management Handbook and Study Guide by Brad Cleveland,Debbie Harne Pdf
This handbook/study guide is part one 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. Topics in People Management include: *Organizational structure *Staffing *Hiring and retention *Turnover *Training *Performance objectives *Monitoring and coaching *Motivation and culture *Career development *Legal and regulatory issues
Believer’s Training Handbook by Abraham S. Rajah Pdf
The Believer’s Training Handbook is a complete teaching manual—designed to enable you to study major areas in the Bible without the expense and time required by formal institutions. It contains a “balanced diet” of the entire Bible. Learn about: • living by faith, • the end-times, • fivefold ministries and different movements, • hearing from God, • and much more! Most importantly, it is also written to be practical. Chapters such as “Soul Winning” and “Demonstrating the Kingdom” will teach you step-by-step ways to win the lost, heal the sick, and interpret prophecy. The Believer’s Training Handbook will be an invaluable resource for Bible training and ministries alike!
Call Centre Training and Development by Laurence Carter Pdf
The training and development team of an international call centre enterprise is faced with the challenge of creating a global workforce, dedicated to excellent customer service, and high quality operational results that drive business performance. High standards for employee performance must be nurtured in the organisation. The training and development team is responsible for producing and delivering training that can be effectively utilized in different global operational environments, with individuals of different cultural backgrounds. The goal is to train call centre employees who attain the same levels of productivity, quality and compliance across the global organisation. Training initiatives should be developed for effective use throughout the organisation, and should be able to generate the same level of competencies in workforce employees regardless of their location. In a highly competitive market for global call centre operations, training and development teams should be at the forefront of the planning and execution of training programs that generate excellent business results, while ensuring learning transfer in an enriching learning environment. This book is dedicated to reviewing aspects of call centre training and development to showcase what it takes to create a world class, productive and successful call centre training and development program.
Gender and Communication at Work by Marilyn J. Davidson Pdf
Written by leading researchers from four continents, this book offers a broad and contemporary assessment of the ways in which gender affects workplace communication and how this in turn influences people’s choices, training, opportunities and career development. A range of work situations are considered (including communication within the normal routine, in a crisis or under pressure, and during those occasions important for career development) and examples are sourced from a variety of contexts (including international business, leadership, service work, and computer-mediated communication). Gender and Communication at Work includes a diversity of theoretical perspectives in order to most successfully map the range of communication strategies, identities and roles which impact upon and are influenced by gender at work.
