The Power of One - Softcover

Penny Reynolds

Softcover

ISBN 10: 0974417939 ISBN 13: 9780974417936

Publisher: The Call Center School Press, 2005

Synopsis

Each individual on the frontline in a call center has the power to do two things - make a tremendous difference in a customer's experience with the the organization and contribute significantly to the effective operation of the center.

The purpose of this book is to help frontline staff understand their important role in both of these functions and to provide tips to maximize success. The first half of the book focuses on making the most of each customer interaction and the second half outlines the contribution each person makes in the three measures of call center success - service, efficiency, and cost.

About this title

About the Author

Penny Reynolds is a Founding Partner of The Call Center School where she heads up curriculum development. She develops and teaches courses on a wide variety of call center topics, including customer service strategies, workforce management, performance measurement, and call center technologies. Penny is a popular speaker at industry conferences and association meetings and a frequent contributor to industry trade publications.

She has authored two books: Call Center Staffing: The Complete, Practical Guide to Workforce Management and Call Center Supervision: The Complete, Practical Guide to Managing Frontline Staff.

She has also co-authored the five textbooks for University of Phoenix's call center certification program. An honors graduate of Vanderbilt University, Penny was one of the first recipients of Call Center Magazine's prestigious Call Center Pioneer award and is a CIAC Certified Call Center Management Consultant.

Edition details

• Publisher: The Call Center School Press
• Publication date: 2005
• Language: English
• ISBN 10: 0974417939
• ISBN 13: 9780974417936
• Binding: Paperback
• Edition number: 3
• Number of pages: 33
• Editor: The Call Center School