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Strategies for Retaining Employees for Call Centers
Автор: Dr. Kimberly Combs
Voluntary employee turnover has several adverse consequences for call center managers, including lowered productivity and decreased profitability. The purpose of this descriptive multiple case study was to explore strategies used to reduced voluntary employee turnover among 2 call center managers in the southern United States. These managers had been recommended by the human resource directors of the organizations because of their implementation of strategies to reduce voluntary employee turnover. The conceptual framework for this study was Herzberg’s motivation-hygiene theory. Data were collected from semistructured face-to-face interviews and employee handbooks. The data analysis consisted of compiling the data, disassembling the data into common codes, reassembling the data into themes, interpreting the meaning, and reporting the themes. The use of member checking and methodological triangulation increased the trustworthiness of the study. Themes that emerged were job satisfaction, employee compensation, opportunity and advancement, reward and recognition, and employee engagement. Recommendations for action include selecting strategies for reducing voluntary employee turnover and using the strategies to improve the commitment of the workers. The findings from this study may contribute to social change by providing strategies that call center managers can use to reduce voluntary employee turnover, thereby positively improving the standard of living for families, and strengthening community wealth and well-being.
Call Center Training
Автор: Ray Kerkmez
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 as a whole. 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
How To Listen To Your Customers Effectively
Автор: Anthony Assih
Customer service in our society today is taken more seriously from customers than ever before. In this book it gives businesses the support and steps to provide great service to their customers without comprising on cost or quality, at the same time increasing your profits.
The 2018-2023 World Outlook for Call Center Services
Автор: Icon Group International
This study covers the world outlook for call center services across more than 190 countries. For each year reported, estimates are given for the latent demand, or potential industry earnings (P.I.E.), for the country in question (in millions of U.S. dollars), the percent share the country is of the region, and of the globe. These comparative benchmarks allow the reader to quickly gauge a country vis-à-vis others. Using econometric models which project fundamental economic dynamics within each country and across countries, latent demand estimates are created. This report does not discuss the specific players in the market serving the latent demand, nor specific details at the product level. The study also does not consider short-term cyclicalities that might affect realized sales. The study, therefore, is strategic in nature, taking an aggregate and long-run view, irrespective of the players or products involved. This study does not report actual sales data (which are simply unavailable, in a comparable or consistent manner in virtually all of the countries of the world). This study gives, however, my estimates for the worldwide latent demand, or the P.I.E., for call center services. It also shows how the P.I.E. is divided across the world's regional and national markets. For each country, I also show my estimates of how the P.I.E. grows over time (positive or negative growth). In order to make these estimates, a multi-stage methodology was employed that is often taught in courses on international strategic planning at graduate schools of business.
INTRODUCTION TO TELESALES: TELESALES
Автор: Aleksandra Popivoda
During my 20 years long career, I had the chance to work on many managerial positions in various sales channels and customer service departments. For a long time I was responsible for the direct B2B sales. Being a person that is motivated by new challenges, at one point I decided to take the lead of a team working on telesales. This was a completely new sales method for me, which I new nothing about, and neither did my associates. At the very beginning, I came across a substantial challenge. Similarly to any other sale method, for telesales people are the most important. They are the ones that bring results. In order to achieve that, it is necessary to teach them, and motivate them to work constantly on their professional development. The first and most important step is to provide specialised telesales training to your telesales team. However, I soon found out that the companies working on developing and conducting sales trainings are focusing exclusively on direct sales, face to face.
This is the first book of a series that I am working on, in which I want to share my extensive experience with telesales agents, as well as their managers, so they can improve their skills and achieve higher results.
Call Center Complete Self-Assessment Guide
Автор: Gerardus Blokdyk
Have all basic functions of Call Center been defined? Are accountability and ownership for Call Center clearly defined? How does the Call Center manager ensure against scope creep? How do we Identify specific Call Center investment and emerging trends? Is there a recommended audit plan for routine surveillance inspections of Call Center's gains?
Defining, designing, creating, and implementing a process to solve a business challenge or meet a business objective is the most valuable role... In EVERY company, organization and department.
Unless you are talking a one-time, single-use project within a business, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions. Someone capable of asking the right questions and step back and say, 'What are we really trying to accomplish here? And is there a different way to look at it?'
For more than twenty years, The Art of Service's Self-Assessments empower people who can do just that - whether their title is marketer, entrepreneur, manager, salesperson, consultant, business process manager, executive assistant, IT Manager, CxO etc... - they are the people who rule the future. They are people who watch the process as it happens, and ask the right questions to make the process work better.
This book is for managers, advisors, consultants, specialists, professionals and anyone interested in Call Center assessment.
This book examines the striking rise of call centres over the past quarter century through the lens of the resistance and collective organizing generated by workers along the digital assembly lines. Drawing on field research in Atlantic Canada, Ireland, Italy, and New Zealand, Enda Brophy investigates the contested making of the transnational call centre workforce and its integration into the circuits of global capitalism. Moving beyond depictions of call centre labour as either entirely liberated or utterly subordinated, Language Put to Work inquires into the forms of work refusal and insubordination provoked by the spread of these communicative workplaces, including informal strategies of quitting, slacking and sabotage, conventional trade union activity, tactical innovations at the margins of the labour movement, and forms of self-organization forged by workers outside of the established trade union movement. Weaving rich empirical evidence together with political-economic analysis and theories of resistance, this book argues that the submission of language to the production of value in the call centre is a process of proletarianization rather than professionalization, and that the new working class has widely opposed this transformation.
Я готов помочь Вам оn-line
Автор: Михайлов А.В.
Книга посвящена вопросам обслуживания клиентов в он-лайн каналах взаимодействия (чат, почта, социальные сети). В ней вы найдете конкретные советы по психологии деловой переписки, примеры писем, чат-диалогов и других сообщений.
Автор: Дмитрий Андреев
Захватывающая история о менеджере отдела продаж в которой есть место для любви, развития и предательства. Каждый из нас порой попадает в ситуацию, когда его привычный мир рушится, и надо двигаться дальше. Но как двигаться, если везде закрыты двери и ты ничего из себя не представляешь? Или все таки нет: ты можешь изменить абсолютно любую ситуацию себе на пользу? В подобной ситуации оказывается и герой нашей книги, который без опыта работы пытается карабкаться по карьерной лестнице в одной из компаний за счет скрытых ресурсов. Почему одни делают быструю и головокружительную карьеру, а других постигают неудачи? Как мыслят успешные люди? Как можно нарушить все мыслимые каноны и достичь своих целей в несколько раз быстрее? Кто такое менеджер по продажам – бесчеловечный монстр, бегущий за прибылью, или человек с душой, которому не чуждо сострадание? Ответы на все эти вопросы вы найдете, прочитав книгу.