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Being a Call Centre Team Leader
Автор: WTH Copywriting
A practical guide to the challenges of managing a team in a busy call centre. This book looks at a wide range of subjects including your first days in the role, working relationships, capability and disciplinary issues and career development.
What is “contact center quality monitoring”? Just stop and focus on the two parts of this phrase “contact center” and “quality monitoring” and it starts to make sense. If your business relies on a contact center, you need to make sure the quality of service provided is up to your standards. Your reputation and your business are literally on the line here and monitoring the effectiveness of customer contacts is a must.
Book includes following topics:
What is Quality Monitoring in a Contact Center?
The Need for a Quality Monitoring System
Defining Quality for Contact Centers
Monitoring Criteria & Guidelines
The How and Why of Calibration
Creating a Quality Monitoring Leadership Team
Developing a Customer-Driven Monitoring System
Generating WOW Customer Experiences with Quality Monitoring
Linking Quality Monitoring & Training for Maximum Results
Realizing ROI from a Quality Monitoring System
Mistakes to Avoid When Designing a Quality Monitoring System
Putting It All Together
Customer Service Representatives; Last-Minute Bottom Line Job Interview Preparation Questions & Answers for any Customer service professional Job
Why this Book:
This book tries to bring together the important information for a last minute preparation in as low as 60 minutes for a career in Customer Service. In this book you will find the most frequently asked job interview questions for both support center and call center environments. It covers questions related to excellent customer service, respecting the customer's time, customer development, workflows, processes and business needs, customer relations, problem resolution, time management, effective customer service, customers’ expectations, customers inquiries, customer feedback, resolve problems.
It has been well written to make it a very quick read. It also covers non-technical,
HR and Personnel questions in brief
Borders in Service: Enactments of Nationhood in Transnational Call Centres
Автор: Kiran Mirchandani
Borders in Service traces the intersection of service labour and national identity across global call centres in seven countries: El Salvador, Guatemala, Guyana, Mauritius, Morocco, the Philippines, and the US-Mexico border. While most studies on offshore call centres have focused on India this collection explores the experiences of call center workers in many of the newly emerging hubs of transnational service work.
In this collection, Kiran Mirchandani and Winifred Poster have gathered a wide range of contributors to explore the dynamics within global call centres. Such dynamics include: language, speech, accent issues, expressions of consumer sentiment, physical space, and organizational, human resource, and labour policies. By grounding the theoretical debates on nationhood and labour in the realities of daily life in global call centres, Mirchandani and Poster have created a timely, accessible and revealing collection that will change what we know about offshored customer service work.
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 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.
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.