Call Center Humor
Call Center Humor

Author: Greg Levin

Publisher: ICMI Press (International Customer Management Institute)

Published: 2001-10-01

Total Pages: 79

ISBN-13: 9780965909372

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What's so funny about call centers? Well, when you work in afast-paced constantly changing industry, you need to be able to see thelighter side of things. Greg Levin is the self-proclaimed and selfmedicated King of Call Center Satire. For years his Call CenterManagment Review humor column, In Your Ear, has raised eyebrows andinduced belly laughs with outlandish articles on everything from call centerpersonals to Nostradamus' own form of forecasting. Despite the irreverantand sometimes absurd nature of Greg's articles, they often containsurprising nuggets of truth and insight that cause readers to say, Whilethe author was obviously never hugged as a child, the punk has a point.However, it should be noted that Greg's articles are intended forentertainment purposes only. Using them to guide the management of your callcenter can cause severe damage to your health and reputation as a competentprofessional. Recommended Usage: Read one or two art icles per day for the temporary relief of call center discomfort. Paperback,79 pages, 24 articles, 24 cartoons.

Humor, Seriously
Humor, Seriously

Author: Jennifer Aaker

Publisher: Crown Currency

Published: 2021-02-02

Total Pages: 274

ISBN-13: 0593135296

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WALL STREET JOURNAL, LOS ANGELES TIMES, AND USA TODAY BESTSELLER • Anyone—even you!—can learn how to harness the power of humor in business (and life), based on the popular class at Stanford’s Graduate School of Business. Don’t miss the authors’ TED Talk, “Why great leaders take humor seriously,” online now. “The ultimate guide to using the magical power of funny as a tool for leadership and a force for good.”—Daniel H. Pink, #1 New York Times bestselling author of When and Drive We are living through a period of unprecedented uncertainty and upheaval in both our personal and professional lives. So it should come as a surprise to exactly no one that trust, human connection, and mental well-being are all on the decline. This may seem like no laughing matter. Yet, the research shows that humor and laughter are among the most valuable tools we have at our disposal for strengthening bonds and relationships, diffusing stress and tension, boosting resilience, and performing when the stakes are high. That’s why Jennifer Aaker and Naomi Bagdonas teach the popular course Humor: Serious Business at the Stanford Graduate School of Business, where they help some of the world’s most hard-driving, blazer-wearing business minds infuse more humor and levity into their work and lives. In Humor, Seriously, they draw on findings by behavioral scientists, world-class comedians, and inspiring business leaders to reveal how humor works and—more important—how you can use more of it, better. Aaker and Bagdonas unpack the theory and application of humor: what makes something funny, how to mine your life for material, and simple ways to identify and leverage your unique humor style. They show how to use humor to rebuild vital connections; appear more confident, competent, and authentic at work; and foster cultures where levity and creativity can thrive. President Dwight David Eisenhower once said, “A sense of humor is part of the art of leadership, of getting along with people, of getting things done.” If Dwight David Eisenhower, the second least naturally funny president (after Franklin Pierce), thought humor was necessary to win wars, build highways, and warn against the military-industrial complex, then you might consider learning it too.

Wake Up Your Call Center
Wake Up Your Call Center

Author: Rosanne D'Ausilio

Publisher: Purdue University Press

Published: 2005

Total Pages: 236

ISBN-13: 9781557533876

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Annotation Fourth edition includes the Training Imperative, Self Service, Updated Statistics, and Expanded References.

Laugh out Loud: A User’s Guide to Workplace Humor
Laugh out Loud: A User’s Guide to Workplace Humor

Author: Barbara Plester

Publisher: Springer

Published: 2018-09-24

Total Pages: 188

ISBN-13: 9811302839

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This book is the first-ever authoritative work on the use and management of humor in the workplace. It is a practical guide for everyone involved: the humorists (‘jokers’), the targets (sometimes ‘victims’), the observers (‘audience’) and most of all the managers who have to ‘set the tone’ and encourage, control and manage humor. Humor is part and parcel of every workplace. However, while it usually demonstrates and fosters a united, happy workforce, it can at times be deeply damaging and divisive. The authors – academics with vast organizational experience and a research-based understanding of humor at work – bring together state-of-the art knowledge of the topic, making it fun, accessible and readable for all humor participants. The topics include how humor works, humor cultures in organizations, the many forms of workplace humor and their pros and cons, humor rituals at work, digital humor, workplace jokers, the 21st century issue of ‘political correctness’, and both the ‘bright side’ of humor (assisting positive cultures, making work ‘fun’), and its ‘dark side’ (where humor offends and humiliates). With over 60 ‘real life’ illustrative stories of workplace humor, a self-completion questionnaire to measure the Humor Climate in your organization, end-of-chapter ‘takeaways’ and an end-of-book summary advocating ‘best practice’, the book is a ‘fun’, how-to-do-it guide that will both inform and entertain.

Cases in Call Center Management
Cases in Call Center Management

Author: Richard Feinberg

Publisher: Purdue University Press

Published: 2005

Total Pages: 372

ISBN-13: 9781557533425

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Written by authorities on the call center industry, this book brings to light the strategic importance of call centers in today's business world. As interactions with customers move away from person-to-person the call center is becoming a vital force for corporate marketing and communication.

The Emotional Organization
The Emotional Organization

Author: Stephen Fineman

Publisher: John Wiley & Sons

Published: 2009-02-09

Total Pages: 240

ISBN-13: 0470766018

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This landmark collection is exclusively devoted to demonstrating/mapping (what is understood today about the power and structural effects of emotion and identity in organizations. Essays at the leading edge of research reveal the influence of workplace cultures, power, and institutional expectations, while also exploring the negative impacts of emotion management in the workplace. Brings together an international group of cutting-edge researchers to write critically about emotion in different organizational and cultural settings Includes research on policy, change, management and professional practice Exposes the influence of workplace cultures, power and institutional expectations on emotion Reveals the darker and oppressive features of emotion management in organizations Applies recent critical organizational theory to emotion.

Call Center Management on Fast Forward
Call Center Management on Fast Forward

Author: Brad Cleveland

Publisher: ICMI Inc.

Published: 1997

Total Pages: 312

ISBN-13: 9780965909303

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This is the only book available today that provides a very readable, step-by-step guide for managing an incoming call center. The book combines theory with practical advice and is filled with over 100 charts and graphs, several case studies and an extensive glossary and index. Readers will learn how to: achieve service level with quality in an era of more transactions, growing complexity and heightened caller expectations; understand the "how" behind best practices; boost caller satisfaction; win top management's support; and discover what separates a good call center from a great one.

Emotions in Groups, Organizations and Cultures
Emotions in Groups, Organizations and Cultures

Author: Charmine E. J. Härtel

Publisher: Emerald Group Publishing

Published: 2009-07-09

Total Pages: 359

ISBN-13: 1848556543

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The study of emotions in organizations is unlocking exciting insights into why employees behave as they do in groups, organizations and in different cultural contexts. This title showcases a collection of the work advancing knowledge and practice in these areas.

Managing with Humor
Managing with Humor

Author: Nilupama Wijewardena

Publisher: Springer

Published: 2019-01-01

Total Pages: 166

ISBN-13: 9811336369

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This book focuses on an emerging area of study in management: managerial humor and its impact on employees' outcomes. Drawing from theoretical work that advocates humor as a managerial tool and building on existing theory and documented evidence on humor, the book explores how managers can use humor to positively affect employees’ short-term emotional states and long-term psychological resources at work, and thus reduce the likelihood of their leaving the organization. First, the book develops a theoretical framework for humor events at work and provides evidence-based findings on employees’ humor behavior within actual work contexts. Second, it explores how humor can be used to positively impact employees’ emotional states at work. In doing so, the book takes a multidisciplinary approach to humor by integrating theory and findings from the emotions literature, Positive Organizational Behavior, and Broaden and Build Theory into the humor literature. The book sheds new light on the consequences of managers’ use of humor for employees. It provides practical guidelines on how managers can use humor as an effective tool at work to bring about desired employee outcomes.

The Psychology of Humor at Work
The Psychology of Humor at Work

Author: Christopher Robert

Publisher: Psychology Press

Published: 2016-12-19

Total Pages: 173

ISBN-13: 1317370783

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This is the first book to look at the psychological processes that enable humor to affect people and teams in the workplace. It recognizes that humor plays many roles beyond making people feel happier and more productive, and acknowledges humor’s potential darker side as well. Bringing together a small but growing field of study, the book features chapters around core psychological topics such perception, creativity and stress, while also addressing organizational issues such as leadership, teamwork, and social networks. The collection concludes with chapters on the role of humor in recruitment processes, as well as how humor consultants work with organizations. Each chapter in The Psychology of Humor at Work not only provides a comprehensive review of what is known in that area, but also considers future directions for research and practice. It will prove fascinating reading for students, practitioners and researchers in organizational psychology, HRM, and business and management.