Call Center Connections
eBook - ePub

Call Center Connections

Keys to Produce Successful Customer Service Outcomes

  1. English
  2. ePUB (mobile friendly)
  3. Available on iOS & Android
eBook - ePub

Call Center Connections

Keys to Produce Successful Customer Service Outcomes

About this book

Running a call center is hard. But it can also be rewarding.

Tip the balance in your favor with Call Center Connections to discover the keys to produce successful customer service outcomes.

Experience a thriving center operation and become a leader in customer service with Call Center Connections.

Benefits:

- Boost staff morale and appreciation

- Create a positive customer experience

- Improve leadership skills and strategies

What's inside:

- Learn how to find the perfect call center manager

- Explore the benefits of using home-based agents

- Discover the impact of artificial intelligence on call centers

Written by call center veteran and publisher of Connections Magazine, Peter Lyle DeHaan, PhD, this book offers practical insights and tips from his extensive industry experience.

Discover:

- How your management style may be hurting your call center

- An easy way to determine agent starting pay

- Ways to enhance the customer experience

- Five tips for agent customer service success

- How to optimize your call center for better outcomes

Don't miss out on the opportunity to improve your call center operations and exceed customer expectations.

Get your copy of Call Center Connections today.

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Yes, you can access Call Center Connections by Peter Lyle DeHaan in PDF and/or ePUB format, as well as other popular books in Business & Business Communication. We have over one million books available in our catalogue for you to explore.

Information

Publisher
Rock Rooster Books
Year
2024
Print ISBN
9798888090824
eBook ISBN
9798888090817
Topic
Business
Subtopic
Business Communication
Index
Business

Table of contents

  1. Cover
  2. Title Page
  3. Copyright
  4. Dedication
  5. Series by Peter Lyle DeHaan
  6. Contents
  7. Are You in or Out?
  8. OPERATIONS AND MANAGEMENT
  9. Answering the Call Is Just the First Step
  10. Is Your Management Style Hurting Your Call Center?
  11. Responding to Call Traffic Fluctuations
  12. The Importance of Channel Consistency
  13. Call Center Shrinkage
  14. The Fast-Food Factor
  15. We Can Do That
  16. Do You Survey Your Callers?
  17. Seven Tips to Conduct Engaging Customer Surveys
  18. How to Combat Survey Fatigue
  19. STAFFING
  20. A Positive Attitude
  21. The Art of Finding a Call Center Manager
  22. Be Nice
  23. Be Careful What You Say
  24. Don’t Make Extra Work for Your Agents
  25. Work-At-Home Opportunities
  26. The Benefits of Home-Based Call Center Agents
  27. Work-at-Home for Everyone
  28. Managing a Distributed Workforce
  29. CUSTOMER SERVICE
  30. Service Sold It
  31. Five Tips for Agent Customer Service Success
  32. Start Great Customer Experience with Customer Service Essentials
  33. Don’t Forget the Human Touch
  34. Amaze Your Customers . . . or Annoy Them
  35. How Would You Like Us to Contact You?
  36. How to Enhance the Customer Experience
  37. What Kind of Customer Experience Do You Provide?
  38. Is Being Effective Good Enough?
  39. Your Company Is Only as Good as Your Weakest Link
  40. Customer Service: You Can Do It the Easy Way or the Hard Way
  41. Customer Service Recovery
  42. TECHNOLOGY
  43. What’s Your Technology Strategy?
  44. Social Media and the Contact Center
  45. Consider How Artificial Intelligence Can Help Us in the Call Center
  46. Will Customer Service Chatbots Ruin Customer Service?
  47. Chatbots Should Learn from the Errors of IVR
  48. Strategic Call Distribution
  49. Is the Future Your Friend or Foe?
  50. STRATEGY
  51. A Brief History of Call Centers Versus Self-Service
  52. Are You a Call Center or a Contact Center?
  53. Is Your Call Center a Profit Center or a Cost Center?
  54. Developing Your Callback Strategy
  55. It All Depends
  56. Optimizing Your Call Center
  57. Benchmarking
  58. Business Improvement Groups
  59. Call Center Innovation Provides Fresh Opportunities
  60. Is Your Call Center Ready for Anything?
  61. About Peter Lyle DeHaan
  62. Other Books by Peter Lyle DeHaan