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The ideal book written directly for call center management.
A must-read for supervisors, team leaders, managers, trainers and executives.
Are you ready to manage your call center? The premise of this book is clear. When management understands the human initiative, and creates a roadmap that stresses performance through people, organizations and customers win.
How to Become a GREAT Call Center Manager teaches managers to become GREAT at call center supervision, training, coaching and leadership. Includes strategies, worksheets and custom designed outlines for all levels of call center management.
After every section there is a question to probe readers about their thoughts on call center management. And, throughout the book are worksheets to guide call center management and their development. Plus, the book contains 45 "quick strategies" for call center managers.
Become the best call center manager!
"synopsis" may belong to another edition of this title.
We are pleased to present How to Become a GREAT Call Center Manager by Dan Coen. It's all about the supervisors, trainers, team leaders and managers in the call center.
Dan did something special with this book. He added a question and answer session after each chapter to allow call center managers to apply what they have read to their own call center operation. And, there are worksheets throughout on how to structure new hire training and describing what managers should do in the call center.
This book is about the people in the call center and how management can do a better job supervising people. Great ideas. Wonderful tips. And 45 concise strategies at the end of the book for call center managers to think about-and implement-in their call center.About the Author:
Dan Coen is President of CallCenterToday.com, a professional services organization that specializes in the human engineering of call centers, their managers, trainers, operations and people. What's the secret? Dan Coen, President, said: "The call center is today, and has always been, a place of people. When management understands the human initiative, and creates a roadmap that stresses performance through people, both the organization, and their customers, win."
A noted industry expert and frequent speaker and consultant about call center management and operations, Dan Coen is the author of the books Building Call Center Culture and Inspiring Call Center Performance.
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Book Description DCD Publishing, 2004. Paperback. Condition: New. Never used!. Seller Inventory # P110966043669
Book Description DCD Publishing, 2004. Paperback. Condition: New. Seller Inventory # DADAX0966043669