101 Lessons For GREAT Call Center Management - Softcover

Dan Coen

Softcover

ISBN 10: 0979554403 ISBN 13: 9780979554407

Publisher: DCD Publishing, 2007

Synopsis

101 Lessons for GREAT Call Center Management subscribes to the premise that great ideas can be taught in a SIMPLE and FUN format.

The book and its content are inventive, creative and innovative. 101 lessons, concise and clear to understand, quick to read and digest, supported by lesson plans and cartoons to consider, brainstorm and then implement in your call center.

Best of all, each lesson is meaningful, important, and even critical to call center management and operations. Take one lesson and dream up dozens of ways to use it in your business. Readers will be enamored by how such a quick lesson on one page can be so pertinent to practical and daily call center management.

Call Center managers, trainers, team leaders and executives will enjoy each lesson. Teams of management should study and use each lesson in groups, develop programs and packages around it, and deliver initiatives to the organization. Utilize the lessons in morning staff meetings. Share the ideas with other departments. Most critically, USE the materials! So simple, yet so powerful.

Enjoy a special book focused on the people side of contact centers. We call it "Human Engineering". Terrific ideas for supervising people, driving sales and service and building operations in your inside sales or customer care contact center. A truly useful and fun read at a wonderful price.

About this title

About the Author

Dan Coen is President of CallCenterToday.com and author of several books on call center management.

Organizations of all sizes have enjoyed Dan's expert consulting solutions, evaluation and recommendation strategies, workshops and keynote speeches.

Dan focuses on the following:

1. Existing centers that need help in people processes. Expertise to define management skills and supervisor practices to operate the contact center more efficiently.

2. Programs to develop up sell and cross sell packages to increase sales and ROI, touch customers and leads, and build a sales and marketing team using inside sales as the engine. New tactics to sell more with the contact center.

3. Building a new contact center or engineer your existing center. From preparing the program to site selection, hiring, training and CRM, business demands an inside sales, customer care or telemarketing center that drives results.

For more information contact Dan at 888-835-5326 or email DCoen@CallCenterToday.com

Edition details

• Publisher: DCD Publishing
• Publication date: 2007
• Language: English
• ISBN 10: 0979554403
• ISBN 13: 9780979554407
• Binding: Paperback
• Edition number: 1
• Number of pages: 112