Publisher's Synopsis
Managing call centers today involves much more than scheduling agents to staff the phone lines. Working as a call center agent is a stressful endeavor, and it's up to you as a manager to cultivate a positive working atmosphere, foster a sense of ownership, motivate your team to succeed, and most importantly, stay informed on the contact center best practices.
This book provides practical, hands-on advice on a wide variety of topics essential to effective call center management, including:
RECRUITING AND HIRING: How to find great agents, what to look for in a candidate, how to weed out applicants that may not be a good fit, closing the best candidates.
TRAINING: How to develop an effective new-hire training course that prepares reps to successfully take calls starting their first day on the floor.
MANAGEMENT: Creating a world-class culture to motivate and retain your staff. Analyzing and understanding call center statistics.
CALL CENTER OPERATIONS: Handle the day-to-day activities of a call center and manage the business without constantly fighting fires.
OUTSOURCING: For outsource Providers, tips on how to make your client satisfied and give you more business. For those who Outsource, tips on how to get behind the scenes and truly understand the level of service being provided to your customers.
