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Call Center Management + CBT, Student Manual
ISBN-10:
1-4188-4582-5
ISBN-13:
978-1-4188-4582-7
Published:
Price:
$33.00 USD
7 copies of this item available at the US Warehouse.
(You can change the quantity later)
See stock at other Axzo Press locations
Location
Stock Status
More Info
US Warehouse
Will ship same day if order placed by 2:00PM EST
UK Warehouse
Backordered, usually ships within 3 business days
Compare shipping times/costs from other Axzo Press locations
ISBN-10:
1-4188-4582-5
ISBN-13:
978-1-4188-4582-7
This ILT Series course give students an overview of inbound call centers, managerial roles, and technologies that affect call centers. The course teaches students how to establish a call center, identify the call center managers' typical responsibilities, and determine the necessary technologies needed to best serve the company's customers, identify customer expectations, reduce the percentage of lost calls, calculate staff levels, and identify the reports that are used to evaluate a call center's performance. Students will also learn about establishing service goals, identifying areas for attention, and communicating effectively with executives. Course activities also cover reducing turnover, training employees effectively, managing employee stress, motivating, and communicating with employees. Finally, students will learn how to evaluate employee performance and establish monitoring programs. The manual is designed for quick scanning in the classroom and filled with interactive exercises that help ensure student success. Comes with a companion CBT program.
[Click here for complete details]
Call Center Management, Student Manual
ISBN-10:
0-619-14860-8
ISBN-13:
978-0-619-14860-7
Published:
Price:
$30.00 USD
185 copies of this item available at the US Warehouse.
(You can change the quantity later)
See stock at other Axzo Press locations
Location
Stock Status
More Info
US Warehouse
Will ship same day if order placed by 2:00PM EST
UK Warehouse
Will ship same day if order placed by 19:00 GMT
Compare shipping times/costs from other Axzo Press locations
ISBN-10:
0-619-14860-8
ISBN-13:
978-0-619-14860-7
This ILT Series course give students an overview of inbound call centers, managerial roles, and technologies that affect call centers. The course teaches students how to establish a call center, identify the call center managers' typical responsibilities, and determine the necessary technologies needed to best serve the company's customers, identify customer expectations, reduce the percentage of lost calls, calculate staff levels, and identify the reports that are used to evaluate a call center's performance. Students will also learn about establishing service goals, identifying areas for attention, and communicating effectively with executives. Course activities also cover reducing turnover, training employees effectively, managing employee stress, motivating, and communicating with employees. Finally, students will learn how to evaluate employee performance and establish monitoring programs. The manual is designed for quick scanning in the classroom and filled with interactive exercises that help ensure student success.
[Click here for complete details]
Call Center Management + CBT, Instructor's Edition
ISBN-10:
1-4188-4581-7
ISBN-13:
978-1-4188-4581-0
Published:
Price:
$30.00 USD
10 copies of this item available at the US Warehouse.
(You can change the quantity later)
See stock at other Axzo Press locations
Location
Stock Status
More Info
US Warehouse
Will ship same day if order placed by 2:00PM EST
UK Warehouse
Backordered, usually ships within 3 business days
Compare shipping times/costs from other Axzo Press locations
ISBN-10:
1-4188-4581-7
ISBN-13:
978-1-4188-4581-0
This ILT Series course give students an overview of inbound call centers, managerial roles, and technologies that affect call centers. The course teaches students how to establish a call center, identify the call center managers' typical responsibilities, and determine the necessary technologies needed to best serve the company's customers, identify customer expectations, reduce the percentage of lost calls, calculate staff levels, and identify the reports that are used to evaluate a call center's performance. Students will also learn about establishing service goals, identifying areas for attention, and communicating effectively with executives. Course activities also cover reducing turnover, training employees effectively, managing employee stress, motivating, and communicating with employees. Finally, students will learn how to evaluate employee performance and establish monitoring programs. This instructor's edition is designed for quick scanning in the classroom, and filled with interactive exercises. Comes with a companion CBT program.
[Click here for complete details]
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