Building Call Center Culture: Strategies for Designing a World Class Performance-Based Environment Within Your Customer Contact Center
- ISBN-10
- 0966043626
- ISBN-13
- 9780966043624
- Category
- Business & Economics
- Pages
- 201
- Language
- English
- Published
- 2001-01-01
- Publisher
- Dcd Pub
- Author
- Dan Coen
Description
Building Call Center Culture is a complete management book for every team lead, supervisor, manager and senior executive that supervises outbound and inbound sales and customer service contact centers. It stands out in two distinct ways from many other management books. First, Building Call Center Culture focuses entirely on managing the unique culture and environment that is a call center and customer contact center. Second, it is dedicated to the people-to-people side of the call center. People count, motivation matters and creating a world class communication culture is critical to success. By exploring the human side of call center operations, Building Call Center Culture identifies people supervision as its central premise.
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