Features
- Cover Type: Paperback with 228 pages
- Published by: The Call Center School Press December 2004
- ISBN 10 Number: 0974417920
- ISBN 13 Number: 978-0974417929
-
Book Dimensions:
8.9 x 6 x 0.6 inches
- Weighs: 14.4 ounces
Book Description
The most important resource that any call center has is its people. Customer relationships can be made or broken by one single interaction, so much is riding on the shoulders of the frontline staff. Managing these call center staff requires specialized skills and knowledge to ensure that they perform to their potential and stay motivated to deliver great service.
Call Center Supervision The Complete, Practical Guide to Managing Frontline Staff is a book designed for anyone that manages people in a call center. It is a compilation of over 100 tips and strategies for maximizing the performance of call center employees. Topics include:
- Supervisory roles and responsibilities
- Developing a staffing plan
- Recruiting and hiring
- Orientation and training
- Key performance indicators
- Defining performance standards
- Measuring individual performance
- Diagnosing performance problems
- basics of coaching
- Motivating for performance
- Retention strategies
- Technology overview
- Common labor and personnel issues
About The Author
Penny Reynolds is a Founding Partner of
The Call Center School and is a widely recognized authority in the area of call center operations and management. As an active consultant and senior faculty member with The Call Center School, she instructs thousands of call center professionals each year in the art of call center operations and people management. She has written numerous other books and writes frequently for industry publications.
Reader ReviewsThis excellent resource that covers the most critical areas of call center management in an easy-to-read format. It is well-written by someone who has worked in this industry and understands call center technology, call center performance management and quality monitoring. A must-read for anyone in a call center management position.
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