A Career for the 21st Century (Call Center Agent Handbook) (Call Center Agent Handbook)

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9781932558074: A Career for the 21st Century (Call Center Agent Handbook) (Call Center Agent Handbook)
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The call center profession is one of the fastest-growing job categories in the world. In this first volume in the Call Center Agent Handbook Series, author Cliff Hurst introduces the reader to the basic terms and best practices used in call centers today. With his easy-to-read style, Cliff offers the insights needed to answer questions like:

· Are you ready to turn your job into a career?
· Have you ever wanted to get more out of your job than just a paycheck?
· Do you wonder about your call center operation’s bigger picture—and where you fit in?
· How can you tell when you’re doing an excellent job?
· How can you become more competent and confident in your new career as quickly as possible?

Other books in this series include voice quality and conversational skills, and frontline leadership in the call center.

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About the Author:

Clifford Hurst is a trainer, speaker, writer and consultant, and president of Career Impact Inc. a training and advisory firm founded in 1988. Career Impact specializes in helping organizations improve the effectiveness of their call centers. Cliff is a highly sought-after speaker on agent performance and service quality. He is an ICMI Certified Associate, and author of the Call Center Agent Handbook Series.

Review:

A valuable tool for training folks who are new to working in a call center. -- Doris R. Snipes, Manager, HR Service Center, Wolters Kluwer

Provides the essential background and education to help bridge the initial knowledge gap. It is a must! -- Cliff Dorr President, Direct Marketing Consulting, Inc.

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