What's Inside a Contact Center?
Автор: Darren Hatcher

This book has been written for managers, users, technologists or those people who just want to know what is inside a contact center. 

The need for this may be to allow understanding of the technology used, or how the magic gets people to talk to each other (or machines). Or the need may be to provide a description of terminology used, so it is possible to understand what vendors (or the market place) are talking about.

There are plenty of books (and web sites) which take a fairly narrow view of contact center technology. The approach typically will link into a vendor product or technology that will explain what, how, when and why their product should be used. 

So this book has also been developed to deal with a specific problem. Namely that you cannot easily find a short, vendor-agnostic, book to describe what is in the current invocation of contact center technology.

This book is divided into two parts and these are as follows:

Part One – An overview of Contact Center Technology - this is the 'what'
Part Two - An overview of the way the technology is used - this is the 'how'

For clarity, this book is not a manual explaining how to use or design contact centers, as that is a separate topic in its own right. The focus here is to provide an explanation of terms and concepts that then make it easier to understand what components make up a contact center and to some degree how contact centers operate.

99 SALES TEAM INCENTIVES: Games to Motivate and Inspire (The Sales Nerds Book 1)
Автор: Sundance Brennan

If you are the leader of a sales team or ever want to become a leader of a sales team you will need gallons of coffee and a deep understanding of motivational techniques. There are many reasons that people are driven to be successful and you'll need to press every single one of those buttons. The 99 Sales Team Incentives will not solve the problem of you getting to know your people but it will help you create the right environment where the magic can happen. 

This book gives all the ideas and more for contests, games, and at-a-boys while you just need to open a page and select a new and uplifting way to engage your people. Some of these activities are free and require little time to plan, others are very expensive and need to be thought out weeks in advance. However you use the tips in this book, one thing for certain is true, you will be ahead of the competition because you will be trying to get ahead. You will raise the bar by consistently setting goals and challenging your team to hit that goal and to have fun doing it. Work hard, play hard. How strong is your SalesFu?

Call Center: A Focus on Customer Service
Автор: Gwen Oglesby

Gwendolyn Oglesby has built most of her career working in customer service with the ultimate goal of creating memorable employee-customer experiences and positive workplace environments. Managing employees, serving customers, building a team culture- she's done it all. Now she's ready to share her experience and equip readers with the tools and knowledge she has acquired.

Call Center explores the various factors that negatively impact customer service. It encourages employees to reach their full potential through Oglesby's personal experience and inspiring professional philosophies. Each chapter features practical tips, self-analysis, and thought-provoking questions designed to engage readers in the anatomy of a healthy workplace - all of which can position the employee for growth, recognition, and promotion. Readers will also enjoy Oglesby's flair for humor. At the end of the day, customer service is not just about serving the customer; it means serving your team as well.

Customer Service, Call Center and Customer Support Interview Preparation Guide: Ace the Customer Service Interview in a Step by Step Teaching Style
Автор: Coursetake

Customer service representatives interact with customers on behalf of an organization. They provide information about products and services, take orders, respond to customer complaints, and process returns. Many customer service representatives work in customer contact centers. Others work in insurance agencies, banks, stores, or other places that have contact with customers.

CSRs touch the life of their customers on a day to day basis and can personally impact the lives of millions. 

What's this book about?

This book is purely about preparing for a Customer Service Representative (CSR) Interview. My aim is to take you through a systematic process one step at a time to help you ace this interview. My approach will be to first teach you a lesson and then give you some homework to complete. 

This book consists of worksheets, that you can download. I’ve seen that the most successful candidates are the ones who NOT ONLY follow the lessons, but do the homework at the end of it. 

This book will combine theory and practice to help you succeed.

Call Center Success The Sandler Way Kindle Edition
Автор: Tom Niesen

Author Tom Niesen shares the secrets of designing, supporting, and running a profitable inside sales call center by using the Sandler Selling System.
Even in this age of “do not call” lists and voicemail jail, more and more companies are setting up call centers to drive new business. Why? 

It could be because people are spending less time “shopping” and more time just buying. Just a few years ago the buying process for most people started when they picked up the phone and started to talk to a salesperson, either in person or on the phone. In today’s world, with all the data at our fingertips, a salesperson often isn’t contacted until more than fifty percent of the sales process is done! 

For many purchases, people don’t feel the need to spend a whole lot of time in front of a sales person -- or even much time on the phone. For many purchases, the conversations and fact finding now occupy a relatively brief span of time. 

When we target such consumers, though, there are certain basic questions we struggle with. 

•How do we get the people we call to want to stay on the line with us? 

•Or, in an inbound model, how do we connect with them most effectively during those critical opening seconds when they pose their question or issue? 

•Once we do have them on the phone, how do we keep them on the line and turn that call into profit?

In his new book, author Tom Niesen shows call center managers how to empower their teams to accomplish these critical business goals … using the Sandler Selling System.

The KISS Theory: Basics of Call Center Training: Keep It Strategically Simple "A simple approach to personal and professional development."
Автор: Jayne Finn

Phone skills are a highly valuable tool to have in an employee's skill-set, and Call Center Training will help provide those skills. This book will help you improve your phone skills which will make you more confident, improve sales, and help gain new customers while retaining your current clientele. Call Center Training will lower costs as it can reduce turnover. This will produce a positive environment throughout your company and help influence the organization. Evaluating metrics and coaching are also used to make sure you are reaching your potential, and to keep your skill-set at a high level.

Outsourced Call Center Business Plan: and Capital Raising Guide
Автор: The FinanceResource

This is a business plan for an Outsourced Call Center. 

The business plan follows a 7 chapter format:

Chapter 1 - Executive Summary - This part of the business plan provides an introduction for the business, showcases how much money is sought for the company, and acts as a guideline for reading the rest of the business plan.

Chapter 2 - Financing Summary - The second section of the business plan showcases how you intend to use the financing for your business, how much of the business is owned by the Owners, who sits on the board of directors, and how the business could be sold in the future.

Chapter 3 - Products and Services - This section of the business plan showcases the products/services that you are selling coupled with other aspects of your business operations.

Chapter 4 - Market Analysis - This is one of the most important sections of your business plan. Each of our plans includes complete industry research specific to the business, an economic analysis regarding the general economy, a customer profile, and a competitive analysis.

Chapter 5 - Marketing Plan - Your marketing plan will showcase to potential investors or banks how you intend to properly attract customers to your business. We provide an in depth analysis of how you can use your marketing plan in order to drive sales.

Chapter 6 - Personnel Summary - Here, we showcase the organizational structure of your business coupled with the headcount and salaries of your employees.

Chapter 7 - Financial Plan - This is the most important part of your business plan. Here, we provide a three year profit and loss statement, cash flow analysis, balance sheet, sensitivity analysis, breakeven analysis, and business ratios.

The book also contains a complete guide on how to raise capital from a number of different sources including conventional business lending institutions, SBA lending banks, private investors, angel investors, private equity firms, and venture capital firms. 

Call Center Customer Service Superstars: Six attitudes that bring out our best
Автор: Cary Jon Cavitt

Becoming a customer service superstar takes the right attitude – Six to be exact… Customer service expert Cary Cavitt looks at what he considers to be the six most important attitudes that will influence every aspect of our lives. By understanding and improving on these highly regarded traits, our service as well as our own personal life will begin to change for the better. In the end, we will discover that our relationships both on and off the job are determined by the attitudes that we project to others.

Working the Phones: Control and Resistance in Call Centers
Автор: Jamie Woodcock

Call centers have become a near-ubiquitous site of employment in our late capitalist world, with over a million people working there in the United Kingdom alone. The call center has become synonymous with low-paid, high-stress work under dictatorial supervision and precarious contracts. With Working the Phones, Jamie Woodcock draws on time spent employed in a non-unionized call center to take the public beyond anecdotal impressions to a true picture of what work is like there. Focusing in particular on methods of control and resistance within the highly regulated environment, Woodcock shows how call centers have become sadly emblematic of the post-industrial service economy.

Top 25 Call Center KPIs: 2016 Extended Edition (Top KPIs) (Volume 36)
Автор: The KPI Institute

The " Top 25 Call Center KPIs - 2016 Extended Edition" report compiles the most popular 25 KPIs used by call centers worldwide throughout 2009 and 2015. One of the most important benefits that this report brings is an international perspective on the most popular Call Center KPIs. The publication provides a complete hands-on experience in working with KPIs, as it contains not only 2 pages of detailed documentation for each metric, but also interesting articles on best practices in terms of KPI selection and documentation.