Ditemukan 3 dokumen yang sesuai dengan query
Lucas, Robert W.
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Give your front-line call center staff the training they need! With How to Be a Great Call Center Representative, call-center staff will learn what technology-based customer service is all about, including the history, terminology, legislation, and technology options. This book is designed to supplement and enhance the industry-specific policies and procedures plus local, state, and federal guidelines to which a call center staff must adhere. Filled with exercises and self-assessments, the course presents specific, practical ...
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New York: American Management Association, 2001
e20440433
eBooks Universitas Indonesia Library
Giere, Nancy M.
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Well run and effective call centers have a direct impact on any organization that provides a product or service. This issue gives you instructions on how to develop measurement criteria for your call center employees that match your organizations goals and objectives. It discusses how to hire for attitude and train for skill by finding service-minded individuals who are able to learn an organizations products, services and systems ...
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Alexandria, VA: [American Society for Training & Development Press, American Society for Training & Development Press], 2000
e20435432
eBooks Universitas Indonesia Library
Fluss, Donna
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To get a competitive edge in a world of commoditized service, companies have to convert their reactive, cost-oriented contact centers into predictive, engaged, revenue-generating, real-time profit centers. A real-time contact center provides an outstanding customer experience, enhances loyalty, increases sales, reduces expenses, and streamlines information flow between the center and the company at large -- all of which adds up to substantial bottom-line improvement. The real-time contact center is a practical guide to building a ...
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New York: American Management Association, 2005
e20441814
eBooks Universitas Indonesia Library
