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
