Recruiting and Retaining Call Center Employees (In Action Case Study Series)
Recruiting and Retaining Call Center Employees (In Action Case Study Series)

Author: Natalie Petouhoff

Publisher: Association for Talent Development

Published: 2023-05-26

Total Pages: 234

ISBN-13: 1607288702

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What's your strategy to remain competitive? Trainers realize that recruiting the right people with the right skills and providing them with great training is key to creating a great business. With the arrival of measurement and return-on-investment calculations for these key business activities comes the realization from business professionals that performance management does make a difference in profits, sales, and customer satisfaction. With a company's need to recruit and keep the best talent, performance management is its best strategy for remaining competitive in the global marketplace in which employees have more choices than ever before. Performance management is used to improve both personal and organizational skills. Recruiting and Retaining Call Center Employees illustrates the various ways employees can reach their potential and thereby contribute to the bottom line, made all the more profitable by creating stronger and more stable companies that can offer higher wages and excellent benefit packages. Combining theory with practical advice on training, recruiting, and evaluating programs, this book provides the trainer with practical models and guides. Plus, cases on process and technology provide a full range of solutions in creating a call center that is well ahead of the competition. ASTD is proud to present the 22nd book in the IN ACTION series: 11 cases that provide numerous examples of performance management programs in diverse applications. One basic premise remains constant in all of the applications: People matter most, and, when they adopt a relationship-based leadership style, the workplace becomes successful. Performance management involves all willing participants creating a learning environment together.

How to Be a Great Call Center Representative
How to Be a Great Call Center Representative

Author: Robert W. Lucas

Publisher: AMACOM Div American Mgmt Assn

Published: 2001

Total Pages: 199

ISBN-13: 0761213465

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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 strategies for improving listening skills, building trust with customers, problem solving, and decision-making--all within the context of a busy call center. How to Be a Great Call Center Representative provides all the tools needed to be confident in handling customers and building a foundation for future growth and advancement. Readers will learn how to: Identify the roles and responsibilities of a call center staff Prepare yourself to deliver quality service Learn to communicate successfully Identify current legislation, terminology, and technology affecting call center staff Develop skills for building trust Enhance telephone verbal skills and vocal quality Build problem solving and decision-making skills Learn to handle difficult customer situations Improve your time-management and multitasking skills Identify ways to control your stress level Learn to recover from mistakes-yours and your customer's. This is an ebook version of the AMA Self-Study course. If you want to take the course for credit you need to either purchase a hard copy of the course through amaselfstudy.org or purchase an online version of the course through www.flexstudy.com.

Illustrated Study Guide for the NCLEX-RN® Exam
Illustrated Study Guide for the NCLEX-RN® Exam

Author: JoAnn Zerwekh

Publisher: Elsevier Health Sciences

Published: 2010-01-05

Total Pages: 642

ISBN-13: 032308608X

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Fun and engaging, this must-have review resource covers the nursing concepts and content found on the latest NCLEX-RN examination. It features a concise outline format that’s perfect for studying, as well as 2,020 review questions to test your knowledge and help you prepare for the exam. Colorful illustrations and mnemonic cartoons clarify essential nursing concepts and offer a visual way for you to remember key facts for the NCLEX exam. Answers and rationales are provided for every practice question. Unique! An integrated systems approach incorporates pediatric, adult, and older adult lifespan considerations in each body system chapter. Unique! Mnemonic cartoons provide a fun, easy way to review and remember key nursing concepts. A full-color, user-friendly design enhances content and helps you quickly locate special features. Appendixes for each chapter summarize medications and nursing procedures for quick reference. Practice questions at the end of each chapter and on the companion CD -- 2,020 in all -- provide a wealth of NCLEX examination preparation in both print and electronic formats. The companion CD features practice questions available in both study and quiz/exam modes that are divided by content area and allow you to create a customized review experience based on your personal study needs. Electronic alternate item format questions on the CD, such as priority drag-and-drop and "hot spot" illustrated point-and-click questions, prepare you for the interactive question types you'll encounter on the computerized NCLEX examination. Answers and rationales for all review questions help you understand why correct answers are right and incorrect options are wrong. An Alert! feature highlights key nursing concepts frequently found on the NCLEX examination. Separate chapters on pharmacology and nursing management help you focus on these areas of emphasis on the NCLEX examination. Additional practice questions raise the total to 2,020 in the book and on the companion CD. More figures, charts, and cartoons further illustrate important anatomy, procedures, and disease processes. Application and analysis questions challenge you to use your critical thinking skills and closely mirror the types of questions on the NCLEX-RN® examination. UNIQUE! A pediatric disorders icon makes it easy to distinguish pediatric disorders from adult disorders in chapters with system-integrated content. The detailed table of contents includes disorder headings to help you quickly find information on specific disorders within system-integrated content.

Designing the Best Call Center for Your Business
Designing the Best Call Center for Your Business

Author: Brendan Read

Publisher: CRC Press

Published: 2005-01-02

Total Pages: 315

ISBN-13: 1040159192

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Designing the Best Call Center for Your Business examines all key aspects of opening and expanding a live agent call center, with in-depth coverage on facilities and workstation design; site selection, including communications and power backups; f

Bottom-Line Call Center Management
Bottom-Line Call Center Management

Author: David L. Butler

Publisher: Routledge

Published: 2007-06-01

Total Pages: 199

ISBN-13: 1136426221

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'Bottom-Line Call Center Management breaks new ground by addressing key skills and techniques in assessing and implementing effective management practices to maximize the human and capital resources at the call center manager's disposal. Drawing on the author's unique data sets and years of research experience in the industry, 'Bottom-Line Call Center Management' helps call center managers evaluate their current status, implement cost-effective changes, and measure results of their changes to ensure a culture of accountability within the call center at all levels increasing the bottom line. The processes include an evaluation of current customer service representatives, defining, delimiting and assessing the labor shed of the center, and exploring the customer service representative's unique skills and leveraging those skills into a unique and dynamic work environment. Likewise, the process also determines the learning skills and competencies necessary to meet and exceed the basic requirements for all call centers. Furthermore, each step has a pre, in-process, and post evaluation to ensure projects are progressing according to plan. Lastly, all evaluations are measured against the bottom line through a return on investment (ROI) model. The framework for this book uses the culture of call centers, defined and lived through the customer service representatives, as the lens to view all processes, measurements, accountability and return on investment. This framework is critical since there has been much emphasis on technology-as-a-solution which treats the employees as a hindrance instead of the enablers of positive change. Likewise, customer service representatives eventually act as strong determinants of success with the call center and thus the bottom line.

The New Rules of Work
The New Rules of Work

Author: Alexandra Cavoulacos

Publisher:

Published: 2017

Total Pages: 338

ISBN-13: 0451495675

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"In this definitive guide to the ever-changing modern workplace, Kathryn Minshew and Alexandra Cavoulacos, the co-founders of popular career website TheMuse.com, show how to play the game by the New Rules. The Muse is known for sharp, relevant, and get-to-the-point advice on how to figure out exactly what your values and your skills are and how they best play out in the marketplace. Now Kathryn and Alex have gathered all of that advice and more in The New Rules of Work. Through quick exercises and structured tips, the authors will guide you as you sort through your countless options; communicate who you are and why you are valuable; and stand out from the crowd. The New Rules of Work shows how to choose a perfect career path, land the best job, and wake up feeling excited to go to work every day-- whether you are starting out in your career, looking to move ahead, navigating a mid-career shift, or anywhere in between"--

Illustrated Study Guide for the NCLEX-RN® Exam8
Illustrated Study Guide for the NCLEX-RN® Exam8

Author: JoAnn Zerwekh

Publisher: Elsevier Health Sciences

Published: 2012-11-13

Total Pages: 659

ISBN-13: 0323082327

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It's a fun, visual review for the NCLEX! Illustrated Study Guide for the NCLEX-RN® Exam, 8th Edition covers all the nursing concepts and content found on the latest NCLEX-RN examination. A concise outline format makes studying easier, and 2,300 NCLEX exam-style review questions (including alternate item formats) are included to test your knowledge at the end of each chapter and on the Evolve companion website. Written by NCLEX expert JoAnn Zerwekh, this study guide uses colorful illustrations and mnemonic cartoons to help you remember key concepts for the NCLEX-RN exam. UNIQUE! Mnemonic cartoons provide a fun, easy way to review and remember key nursing concepts and disease processes. UNIQUE! The integrated systems approach incorporates pediatric, adult, and older adult lifespan considerations in each body system chapter.UNIQUE! Appendixes for each chapter summarize medications and nursing procedures for quick reference. Electronic alternate item format questions on Evolve prepare you for the interactive question types on the computerized NCLEX examination, including priority drag-and-drop and hot-spot (illustrated point-and-click) questions. Practice questions on the Evolve companion website are available in both study and quiz modes and separated by content area, allowing you to create a customized review experience based on your personal study needs. Answers and rationales for all review questions show why correct answers are right and incorrect options are wrong. NEW! 2,300 review questions are now included on the Evolve companion website. Two NEW alternate item question types are added: graphic options and questions incorporating audio. UPDATED content reflects the latest NCLEX-RN test plan and incorporated important clinical updates.NEW! Page references to an Elsevier textbook are provided with each question, for further study and self-remediation.NEW! Disorder names are highlighted in color in the index for quick reference. EXPANDED coverage of management of care reflects the increased percentage of this content on the NCLEX-RN test plan.

Call Center Continuity Planning
Call Center Continuity Planning

Author: Jim Rowan

Publisher: CRC Press

Published: 2019-04-23

Total Pages: 442

ISBN-13: 9781420048100

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A disruption in your call center operation can conceivably cost you hundreds of thousands of dollars. And multiple disruptions can cost in the millions. Call Center Continuity Planning shows you how to plan for - and avoid - service interruptions through disasters large and small. This book will show you how to deal with everything from power outag