It looks at how talk covering technical information and training, software and hardware, and new systems overshadows the people who make and take the calls.. This text looks at how call centre agents can match the improvements in technologyRead
| Title | : | Wake Up Your Call Center: How to Be a Better Call Center Agent (Customer Access Management) |
| Author | : | |
| Rating | : | 4.54 (877 Votes) |
| Asin | : | 1557531692 |
| Format Type | : | Paperback |
| Number of Pages | : | 143Pages |
| Publish Date | : | 2014-10-4 |
| Language | : | English |
It looks at how talk covering technical information and training, software and hardware, and new systems overshadows the people who make and take the calls.. This text looks at how call centre agents can match the improvements in technology
Read it. D'Ausilio shares the insights and revelations no call center professional should be without. Customer service has improved, morale is up, and our agents are able to deal more positively with their workload. The results were incredible. "a straightforward guide for humanizing the most impersonal: the manic pace of the modern teleservice center: Dr. Live it. Wake Up Your Call Center is not only filled with just the right content, it is presented with just the right amount of humor as well." -- Patricia D. Learn how to delight your clients and make your call center your very own secret weapon." -- Ed Margulies, Group Show Director; Computer Telephony, Miller Freeman"We chose the Wake Up Your Call Center philosophy to resolve issues we had with customer service in an extremely stressful environment. Hamilton, Manager-Sales Training & Communications, Delta Air Lines,As he journeys through his days as a researcher, a national lab director, a think tanker, and a committee member of the national academies, he discusses encounters with the leaders of the anti-nuclear movement (Nader, Lovins) and provides insight into how he dealt with the issues society raised about nuclear power, going so far as to call it a Faustian bargain (a deal with the devil).Weinberg makes clear the excitement and optimism he and his peers originally had about nuclear power -- they thought they had provided humanity with limitless, cheap, and emission-free energy! Well aware of the shortfalls (proliferation and waste in particular), he offers succinct discussions of each issue and his personal (and convincing!) perspectives.The discussions of the atomic bomb, national defense, and the end of war as we know it are very stimulating. There are plenty of exercises in the book and the website is very resourceful with supplementary material. Every call centre agent should read this. 40 Watts From Nowhere is a human interest story where the protagonist loses the game, but still gets a lovely consolation prize- the experience of having created a thriving community. Thou a bit outdated still good reference to
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