Managing and Motivating Contact Center Employees : Tools and Techniques for Inspiring Outstanding Performance from Your Frontline Staff
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Book Overview
Gives you the information, tools, and techniques you need to connect with your frontline staff and lead them to performance. This book explains how to manage the critical 'human' element in contact... This description may be from another edition of this product.
Format:Paperback
Language:English
ISBN:0071388885
ISBN13:9780071388887
Release Date:December 2002
Publisher:McGraw-Hill Companies
Length:350 Pages
Weight:1.25 lbs.
Dimensions:0.7" x 7.4" x 9.2"
Customer Reviews
3 ratings
Excellent advice based on reality!
Published by Thriftbooks.com User , 18 years ago
From the moment I opened this book, I could tell the people who wrote it had worked in call centers. The advice is comprehensive and throughout the book they offer resources for additional information. If you have to give feedback to call center employees, get this book! If you are a new or seasoned call center manager, get this book. If you need to motivate call center employees, get this book! It is worth the money. I have purchased several books in this genre. This book and the book "Why Employees Don't Do What You Want..." by Fournies have turned out to be the most useful.
Good information with actionable suggestions
Published by Thriftbooks.com User , 19 years ago
I was able to implement the ideas from this book in my call center.
A must have for your contact center library
Published by Thriftbooks.com User , 21 years ago
Impact Learning International has done it again! There is no contact center topic more important than that of focusing on the biggest expense and the greatest asset...your people. Impact Learning provides excellent advice and practical help in a fun and understandable way. It is based on their many years of experience coaching and training in the contact center industry. I refer to my copy all of the time and have given away several copies to contact center managers. You MUST have a copy of this book in your business library!
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