Duration:
Self-study or classroom training
Description:
The 50-Minute Manager Series was designed to cover critical business and professional development topics in the shortest time possible. Our easy-to-read, easy-to-understand format can be used for self-study or classroom training, or even office training. With a wealth of hands-on exercises, the 50-Minute books keep you engaged and help you retain critical skills.
Use this book to establish and set up a call center; use call center technology; motivate, evaluate, and monitor employees; reduce employee turnover and stress; manage customer expectations and relationships; set and analyze service goals; and communicate with executives.
Table of Contents:
Chapter 1: Call Center Management Overview
Establishing a Call Center
Setting Up the Call Center
Chapter 2: Call Center Technology
Service and Information Technology
Automatic Call Distributors
Skill-Based Routing
Technologies to Manage Inbound Calls
Call Load and Staffing
Chapter 3: Employee Motivation and Monitoring
Employee Motivation
Communication with Employees
Employee Performance Evaluation
Employee Monitoring Tools
Chapter 4: Employee Management
Reduce Turnover
Stress Management
Training
Chapter 5: Customer Management
Customer Expectations
Customer Relationship Management
Chapter 6: Managing for Excellent Service
Service Goals
Achieving Service Levels
Analyzing Reports
Chapter 7: Communicating Information to Executives
Information that Executives Need
Communicate with Executives
SKU | 098002S |
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Weight | 0.7420 |
Coming Soon | No |
Days of Training | No |
Audience | Student |
Product Family | 50 Minute Mgr |
Product Type | Print Courseware |
Electronic | No |
ISBN | 1424625173 |
Language | English |
Page Count | 126 |
Curriculum Library | No |
Year | N/A |
Manufacturer's Product Code | No |
Current Revision | 1.0 |
---|---|
Revision Notes | No Revision Information Available |
Original Publication Date | 2015-06-09 00:00:00 |