This topical book concentrates on the four key factors for building a positive, morale-boosting, growth-oriented call center environment: motivation, compensation, incentives and career paths. Originally published in the pages of Call Center Management Review, the articles presented here include ideas, recommendations and tried-and-true processes for career progression programs, skills development, rewards programs, non-monetary incentives and agent empowerment.
Agent compensation/benefits, Career/skill paths, Agent Incentives, Employee Motivation and Retention
The Call Centertainment Book is just the cure for those painful onsets of call center-itis that managers, supervisors and agents are prone to in their line of work. Filled with call center-related crossword puzzles, word searches, true/false quizzes and word scrambles, this book aims to tap the creativity and curiosity you thought you lost in the break room long ago.
52 pages, soft bound.
Team Building, Games/contests
To help you develop processes to retain your best agents, we’ve compiled this collection of articles filled with ideas, information and tools that will allow you to create an environment that inspires agents to stay and grow with your organization—and help you get the best possible ROI for your recruiting and training dollars.
Employee Motivation and Retention, Agent Empowerment, Agent Satisfaction/Engagement, Agent Turnover
A large part of managing stress comes from the understanding that you always have choices. When faced with a stressful situation, you not only decide what you can do to manage a stressful situation, you decide what you will do.
The 90 ideas in this booklet include creative strategies and tactics that many people have found to be helpful for recharging and reenergizing themselves.
90 Ideas for Revitalizing and Energizing Yourself includes tips on how to do the following:
- Strengthen your body
- Develop a healthy attitude
- Improve your personal relationships
- Lift your spirits
- Control your job
- Improve your environment at work and at home
- Develop self-understanding
- Improve your mind
- Control your emotions
- Live a healthy lifestyle
Agent Health/Wellness, Personal issues
Welcome to the world of frontline leadership! It’s very different than what you were doing before. For that reason, the skills and attributes that you must bring to the job are very different, too. In this third volume of the Call Center Handbook Series, author Cliff Hurst equips you for the challenges of a leadership role by explaining:
- Why leadership is so critical in call centers
- Theories of Motivation: What makes your people “tick”?
- Time management: Where does your time go?
- How to improve your staff’s performance through monitoring and coaching
- Trends that will influence the way you lead
Quality Monitoring, Coaching/Feedback, Supervisor Training, Supervisor Selection
To help you develop processes to retain your best agents, we’ve compiled this collection of articles filled with ideas, information and tools that will allow you to create an environment that inspires agents to stay and grow with your organization – and help you get the best possible ROI for your recruiting and training dollars.
Employee Motivation and Retention, Agent Turnover, Agent Satisfaction/Engagement, Agent Recruiting
This topical book concentrates on the four key factors for building a positive, morale-boosting, growth-oriented call center environment: motivation, compensation, incentives and career paths. Originally published in the pages of Call Center Management Review, the articles presented here include ideas, recommendations and tried-and-true processes for career progression programs, skills development, rewards programs, non-monetary incentives and agent empowerment.
Recognition, Agent Incentives, Agent Satisfaction/Engagement, Agent compensation/benefits
3 Must-Have Books for the Superior Call Center Agent
- Strengthen your body
- Develop a healthy attitude
- Improve your personal relationships
- Lift your spirits
- Control your job
- Improve your environment at work and at home
- Develop self-understanding
- Improve your mind
- Control your emotions
- Live a healthy lifestyle
- 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?
- Why leadership is so critical in call centers
- Theories of Motivation: What makes your people “tick”?
- Time management: Where does your time go?
- How to improve your staff’s performance through monitoring and coaching
- Trends that will influence the way you lead
Agent Health/Wellness, Personal issues, People Development, Soft skills
