Name: Call Center Rocket Science: 110 Tips to Creating a World Class Customer Service Organization (en Inglés)
Price: 88.15 PEN
Availability: InStock
Author: Rubingh, Randy
ISBN: 9781482740103

portada Call Center Rocket Science: 110 Tips to Creating a World Class Customer Service Organization (en Inglés)

Formato

Libro Físico

Autor

Randy Rubingh

Editorial

Createspace Independent Publishing Platform

Año

2013

Idioma

Inglés

N° páginas

206

Encuadernación

Tapa Blanda

Dimensiones

22.9 x 15.2 x 1.1 cm

Peso

0.28 kg.

ISBN13

9781482740103

N° edición

Categorías

Técnicas de gestión empresarial
Atención al cliente

Call Center Rocket Science: 110 Tips to Creating a World Class Customer Service Organization (en Inglés)

Randy Rubingh (Autor) · Createspace Independent Publishing Platform · Tapa Blanda

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Origen: Estados Unidos (Costos de importación incluídos en el precio)

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Reseña del libro "Call Center Rocket Science: 110 Tips to Creating a World Class Customer Service Organization (en Inglés)"

"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.