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 highest hurdle that stands before most call center managers today is the shortage of qualified agents. To help you prepare for booming call center growth and the demands of the emerging multichannel environment, we have compiled a collection of articles, ideas and tools to give you the foundation for a forward-thinking approach to agent recruitment and new-hire training.
The increase in call center openings, low employment and intense rivalry for multiskilled agents will add up (if it doesn't already) to a management nightmare unless you have an effective recruitment and new-hire training program in place. In these articles from Call Center Management Review, selected for their educational value, practicality and timeless recruiting and new-hire principles, you will find innovative practices, programs and strategies to get the right people with the right aptitudes and abilities in place before training commences… and then cultivate those new hires into high-performance agents equipped and ready for the challenges ahead. 23 articles
Please note: Due to the size of this file, it may take several minutes to download.
Agent Hiring, Agent Recruiting, Agent Training, Hiring
The call center profession is one of the fastest-growing job categories in the world. In this first volume in the Call Center Agent Handbook Series, author Cliff Hurst introduces the reader to the basic terms and best practices used in call centers today. With his easy-to-read style, Cliff offers the insights needed to answer questions like:
- 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?
Other books in this series include voice quality and conversational skills and frontline leadership in the call center.
Visit the author’s blog.
People Development, Soft skills, Continuous agent training
Customer service is a helping profession. A CSR’s career is full of surprises and challenges—and it can yield immense personal satisfaction. In this second volume in the Call Center Agent Handbook Series, author Cliff Hurst provides readers with a solid foundation in the fundamental skills they need to handle each and every call in a way that mutually benefits their customers and their company, including how to:
- Make a positive first impression
- Use your voice to sound capable and professional
- Master the skills of purposeful conversation
- Manage emotional stress—yours and your customer’s
- Choose your words well
- Master a proven method for handling problems and complaints
- Deal effectively with angry customers
- Listen for meaningful customer feedback and share what you’ve learned
Agent performance reviews, E-Learning, Coaching, Continuous agent training
The highest hurdle that stands before most call center managers today is the shortage of qualified agents. To help you prepare for booming call center growth and the demands of the emerging multichannel environment, we have compiled a collection of articles, ideas and tools to give you the foundation for a forward-thinking approach to agent recruitment and new-hire training.
The increase in call center openings, low employment and intense rivalry for multiskilled agents will add up (if it doesn't already) to a management nightmare unless you have an effective recruitment and new-hire training program in place. In these articles from Call Center Management Review, selected for their educational value, practicality and timeless recruiting and new-hire principles, you will find innovative practices, programs and strategies to get the right people with the right aptitudes and abilities in place before training commences… and then cultivate those new hires into high-performance agents equipped and ready for the challenges ahead.
Paperback, 160 pages, 23 articles
Hiring, Agent Recruiting, Agent Training
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
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
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
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
