Managing and Motivating
Contact Center Employees
Description
Managing and Motivating
Contact Center Employees reveals how to boost morale, streamline business processes, and
inspire outstanding performance from frontline sales and service staff.
This creative and practical
book gives instant help to anyone who knows the difficulties of managing in the diverse
and dynamic contact center environment.
Back
Cover
As the manager of a customer
contact center, you know your employees are among the most highly visible members of your
organization, and their performance can make or break the success of virtually any project
or product. Yet it is challenging to motivate them because they receive less training and
lower pay than virtually anyone else in your organization.
Managing and Motivating
Contact Center Employees gives you the field-proven information, tools, and techniques you
need to connect with your frontline staff and lead them to exceptional performance. It
explains how to manage the critical human element in contact centers, which is often more
important for overall performance than having the latest contact center technology or
operational system. This results-oriented reference is written by contact center
consultants for Dell, Microsoft, Bank of America, and other leading organizations--to help
you:
- Establish
critical lines of communication between supervisors and contact center reps
- Set
clear expectations--and provide appropriate feedback
- Share
knowledge freely, even as you listen and learn
Contact center employees are
in daily, direct communication with your key customers and are an integral component of
your companys long-term success. Learn how to draw out and utilize their motivation and
talents, while maximizing their workplace satisfaction, with Managing and Motivating
Contact Center Employees.
Whether you are a contact
center trainer, supervisor, or manager, Managing and Motivating Contact Center Employees
provides tips and techniques to boost morale, streamline business processes, and inspire
outstanding performance, including:
- Strategies
to get--and keep--good contact center reps
- Methods
for transforming a group of individuals into a team
- Proven
techniques for building high morale
- Tips
for dealing with problem employees
- Dozens
of fun, self-directed training activities
- and
much more
Author
Biography
Malcolm Carlaw is president,
Peggy Carlaw is vice president, Vasudha K. Deming is instructional designer, and Kurt
Friedmann is director of business development at Impact Learning Systems, a training and
consulting firm.
297 PAGES