How To Be A Great Call Center Representative
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Author |
: Robert W. Lucas |
Publisher |
: AMACOM Div American Mgmt Assn |
Total Pages |
: 199 |
Release |
: 2001 |
ISBN-10 |
: 9780761213468 |
ISBN-13 |
: 0761213465 |
Rating |
: 4/5 (68 Downloads) |
Synopsis How to Be a Great Call Center Representative by : Robert W. Lucas
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.
Author |
: Robert W. LUCAS |
Publisher |
: AMACOM Div American Mgmt Assn |
Total Pages |
: 199 |
Release |
: 2001-05-07 |
ISBN-10 |
: 9780761215103 |
ISBN-13 |
: 0761215107 |
Rating |
: 4/5 (03 Downloads) |
Synopsis How To Be a Great Call Center Representative by : Robert W. LUCAS
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.
Author |
: Rosanne D'Ausilio |
Publisher |
: Purdue University Press |
Total Pages |
: 236 |
Release |
: 2005 |
ISBN-10 |
: 1557533873 |
ISBN-13 |
: 9781557533876 |
Rating |
: 4/5 (73 Downloads) |
Synopsis Wake Up Your Call Center by : Rosanne D'Ausilio
Annotation Fourth edition includes the Training Imperative, Self Service, Updated Statistics, and Expanded References.
Author |
: Real Bergevin |
Publisher |
: John Wiley & Sons |
Total Pages |
: 391 |
Release |
: 2010-04-16 |
ISBN-10 |
: 9780470677438 |
ISBN-13 |
: 0470677430 |
Rating |
: 4/5 (38 Downloads) |
Synopsis Call Centers For Dummies by : Real Bergevin
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.
Author |
: Vala Afshar |
Publisher |
: |
Total Pages |
: 202 |
Release |
: 2012 |
ISBN-10 |
: 0985356464 |
ISBN-13 |
: 9780985356460 |
Rating |
: 4/5 (64 Downloads) |
Synopsis The Pursuit of Social Business Excellence by : Vala Afshar
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.
Author |
: Real Bergevin |
Publisher |
: John Wiley & Sons |
Total Pages |
: 386 |
Release |
: 2006-01-20 |
ISBN-10 |
: 8126507101 |
ISBN-13 |
: 9788126507108 |
Rating |
: 4/5 (01 Downloads) |
Synopsis Call Centers for Dummies by : Real Bergevin
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
Author |
: Dr. Harold L. Price |
Publisher |
: Page Publishing Inc |
Total Pages |
: 101 |
Release |
: 2023-02-17 |
ISBN-10 |
: 9798886546682 |
ISBN-13 |
: |
Rating |
: 4/5 (82 Downloads) |
Synopsis The Guide: Tools and Guidelines for Success to Provide Great Call Center Customer Service by : Dr. Harold L. Price
Harold L. Price has experience in call center customer service with a myriad of entities, such as Blue Cross and Blue Shield, Aetna U.S. Healthcare, The U.S. Small Business Administration, and the Social Security Administration. In addition, he is extremely pleased to have the opportunity to serve his country in the U.S. Coast Guard. This book provides a synopsis of the professional life of Dr. Price, as well as the gratitude he has for his educational accomplishments. One thing Dr. Price is keen to point out is that it's not about how or where you start in life but how you finish.
Author |
: Course Technology, Inc |
Publisher |
: |
Total Pages |
: 0 |
Release |
: 2003-02-28 |
ISBN-10 |
: 0619148608 |
ISBN-13 |
: 9780619148607 |
Rating |
: 4/5 (08 Downloads) |
Synopsis Course ILT by : Course Technology, Inc
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.
Author |
: Jack A. Green |
Publisher |
: Scarborough, Ont. : Nelson Canada |
Total Pages |
: 242 |
Release |
: 2000 |
ISBN-10 |
: 0176167978 |
ISBN-13 |
: 9780176167974 |
Rating |
: 4/5 (78 Downloads) |
Synopsis Contact by : Jack A. Green
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.
Author |
: Rosanne D'Ausilio |
Publisher |
: Purdue University Press |
Total Pages |
: 0 |
Release |
: 1999 |
ISBN-10 |
: 1557531692 |
ISBN-13 |
: 9781557531698 |
Rating |
: 4/5 (92 Downloads) |
Synopsis Wake Up Your Call Center by : Rosanne D'Ausilio
This text looks at how call centre agents can match the improvements in technology. It looks at how talk covering technical information and training, software and hardware, and new systems overshadows the people who make and take the calls.