Call Center Rocket Science: 110 Tips to Creating a World Class Customer Service Organization

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9781482740103: Call Center Rocket Science: 110 Tips to Creating a World Class Customer Service Organization

"I once heard it said that running a call center is not rocket science. While you may not need the skills and education of an aerospace engineer, successful call center management does require certain skills and insight."-RANDY RUBINGH Call Center Rocket Science gives practical, hands on advice for today’s customer service professionals. Here you will find real world 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 take successfully take calls starting their first day on the floor. Effective Role playing strategies to increase effectiveness of training. Management: Creating a world class culture to motivate and retain your staff. How to look at and understand call center statistics. Call Center Operations: How to handle the day to day activity of a call center, and manage the business without constantly fighting fires. Outsourcing: For outsourcers- tips on how to make your client satisfied and give you more business. For those who outsource there are tips on how to get below the surface to truly understanding the level of service being provided by your service provider. Overall 110 tips that most centers can implement right away and receive immediate benefit of improved operations, and higher levels of employee and customer satisfaction.

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About the Author :

Randy has more than 25 years’ experience building, managing, and leading customer support organizations. He has led service organizations ranging from small start-ups with as few as five agents to leading a five-site, international customer service organization with thousands of agents. During the course of his career he has managed over 20 million incoming phone calls. His service strategies and opinions have been profiled in numerous industry publications, and he is a frequent conference speaker.

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Randy Rubingh
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ISBN 10 : 1482740109 ISBN 13 : 9781482740103
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Description du livre Createspace, United States, 2013. Paperback. État : New. Language: English . Brand New Book ***** Print on Demand *****. I once heard it said that running a call center is not rocket science. While you may not need the skills and education of an aerospace engineer, successful call center management does require certain skills and insight. -RANDY RUBINGH Call Center Rocket Science gives practical, hands on advice for today s customer service professionals. Here you will find real world 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 take successfully take calls starting their first day on the floor. Effective Role playing strategies to increase effectiveness of training. Management: Creating a world class culture to motivate and retain your staff. How to look at and understand call center statistics. Call Center Operations: How to handle the day to day activity of a call center, and manage the business without constantly fighting fires. Outsourcing: For outsourcers- tips on how to make your client satisfied and give you more business. For those who outsource there are tips on how to get below the surface to truly understanding the level of service being provided by your service provider. Overall 110 tips that most centers can implement right away and receive immediate benefit of improved operations, and higher levels of employee and customer satisfaction. N° de réf. du libraire APC9781482740103

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Description du livre 2013. PAP. État : New. New Book. Shipped from US within 10 to 14 business days. THIS BOOK IS PRINTED ON DEMAND. Established seller since 2000. N° de réf. du libraire IQ-9781482740103

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Randy Rubingh
Edité par Createspace, United States (2013)
ISBN 10 : 1482740109 ISBN 13 : 9781482740103
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Description du livre Createspace, United States, 2013. Paperback. État : New. Language: English . Brand New Book ***** Print on Demand *****. I once heard it said that running a call center is not rocket science. While you may not need the skills and education of an aerospace engineer, successful call center management does require certain skills and insight. -RANDY RUBINGH Call Center Rocket Science gives practical, hands on advice for today s customer service professionals. Here you will find real world 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 take successfully take calls starting their first day on the floor. Effective Role playing strategies to increase effectiveness of training. Management: Creating a world class culture to motivate and retain your staff. How to look at and understand call center statistics. Call Center Operations: How to handle the day to day activity of a call center, and manage the business without constantly fighting fires. Outsourcing: For outsourcers- tips on how to make your client satisfied and give you more business. For those who outsource there are tips on how to get below the surface to truly understanding the level of service being provided by your service provider. Overall 110 tips that most centers can implement right away and receive immediate benefit of improved operations, and higher levels of employee and customer satisfaction. N° de réf. du libraire APC9781482740103

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Description du livre Paperback. État : New. Paperback. 206 pages. 110 Tips that Call Centers can implement and receive immediate benefits of improved operations and higher levels of employee and customer satisfaction. I once heard it said that running a call center is not rocket science. While you may not need the skills and education of an aerospace engineer, successful call center management does require certain skills and insight. -RANDY RUBINGHCall Center Rocket Science provides practical, hands-on advice on a wide variety of topics essential to effective call center management, including: RECRUTING 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 day-to-day activities of a call center and manage 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. This item ships from multiple locations. Your book may arrive from Roseburg,OR, La Vergne,TN. Paperback. N° de réf. du libraire 9781482740103

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