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Synopsis
Gwendolyn Oglesby has built most of her career working in customer service with the ultimate goal of creating memorable employee-customer experiences and positive workplace environments. Managing employees, serving customers, building a team culture -- she's done it all. Now she's ready to share her experience and equip readers with the tools and knowledge she has acquired. Call Center explores the various factors that negatively impact customer service. It encourages employees to reach their full potential through Oglesby's personal experience and inspiring professional philosophies. Each chapter features practical tips, self-analysis, and thought-provoking questions designed to engage readers in the anatomy of a healthy workplace -- all of which can position the employee for growth, recognition, and promotion. Readers will also enjoy Oglesby's flair for humor. At the end of the day, customer service is not just about serving the customer; it means serving your team as well.
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About the Author
Gwendolyn Foster Oglesby has over 15 years managing call center teams of various fortune 500 companies. It is during this time she realized her passion for customer service and began to cultivate her platform for customer service awareness. A native of Jacksonville, Florida a city known for its concentrated amount of call centers she began to notice the dynamics, behaviors and drivers were strikingly similar within call centers. It is her sincere desire that employees present a positive work ethic and professional image in the workplace. Gwen holds a bachelors in Business Administration from University of North Florida in Jacksonville, Florida.
Review
"One of the best Customer Service/Customer Experience books of all time" - BookAuthority 8 Must Read Call Center Books - Capterra5 Books Every Contact Center Supervisor Should Read - Sharpen Contact CenterBooks on Customer Service Every Call Center Manager Should Read - Marketing Daily AdvisorContributing author - ICMI
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- PublisherBrown Books Publishing Group
- Publication date2016
- ISBN 10 1612548741
- ISBN 13 9781612548746
- BindingPaperback
- LanguageEnglish
- Number of pages120
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Call Center: A Focus on Customer Service
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Brown Books Publishing Group, 2016
ISBN 10: 1612548741
ISBN 13: 9781612548746
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Call Center: A Focus on Customer Service
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ISBN 13: 9781612548746
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Call Center: A Focus on Customer Service
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Call Center: A Focus on Customer Service
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ISBN 13: 9781612548746
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Call Center: A Focus on Customer Service
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