PDF Download Building Call Center CultureBy Dan Coen
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Building Call Center CultureBy Dan Coen
PDF Download Building Call Center CultureBy Dan Coen
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Book by Coen, Dan
- Amazon Sales Rank: #1236106 in Books
- Brand: Brand: DCD Publishing
- Published on: 2001-01
- Original language: English
- Number of items: 1
- Dimensions: .60" h x 5.54" w x 8.29" l,
- Binding: Paperback
- 200 pages
- Used Book in Good Condition
From the Publisher Building Call Center Culture goes beyond most management books. Why? Because this book explores the "human element". Most books about the customer contact center study technology, setting up call centers, the industry, etc. This book takes "people supervision" as its central theme and builds upon it. Dan Coen, the author, is an industry expert with a creative mind. He thinks "out-of-the-box". Mr. Coen believes that supervising people, not the technology people use, is what makes a call center tick! Building Call Center Culture will help your supervisors, team leads and manager build world-class, effective, and fun programs for your call center. Whether you have 2 employees on the telephone or Internet, or 2000 employees, this book is a great addition to your business and your staff.
From the Author I am excited about Building Call Center Culture. I have seen far too many supervisors and team leads fail to understand how to manage and motivate employees. Consequently, I have seen managers and Vice Presidents suffer at building culture, feedback, contests and success. This book will help management better supervise those employees that use the Internet and the telephone. It teaches call centers how to add culture and prosperity through people.
From the Inside Flap Building Call Center Culture trains managers, team leads and supervisors how to manage a customer contact center. (Employees who communicate via the telephone and Internet) This book tackles the "human side" of call center management. People count, motivation matters, and creating a world-class comunication culture is critical to building call center culture. This book explores topics such as communication culture, channeling feedback, managing emotions, supervising new agents, creating contests, building a phenomenal environment of success, hiring supervisors, and much more. Building Call Center Culture is ideal for management that directs any employee that sells and communicates via the telephone or Internet.
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