Wake Up Your Call Center

Wake Up Your Call Center

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Wake Up Your Call Center: Humanize Your Interaction Hub discusses such call-center topics as e-commerce, ER in the call center, and managing workplace conflict and technical support staff. The fourth edition is expanded and includes the training imperative, self-service, and first call resolution. It also has updated statistics and expanded references.The good news is that nearly 80% of call centers have formal training programs to ensure the best possible service from ... When it comes to measuring overall performance, 75% of managers consider telephone customer service skills most anbsp;...

Title:Wake Up Your Call Center
Author: Rosanne D'Ausilio
Publisher:Purdue University Press - 2005

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