This is a book focused on one of the most important and least understood jobs in a contact center, namely, coaching the front-line agent. In preparing the materials for the book, the authors interview successful coaches and spent time watching them using call evaluation reports to determine agent call handling improvements. The book is full of tips and ideas gleaned from site visits to contact centers. In addition, the authors include verbatim suggestions from contact center coaches detailing their advice on what works and what doesn't work in dealing with agent improvement initiatives.
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" A must read for new and experienced call center managers and agent coaches. Dr. Jon & Howard Lee take complex management strategies and distill them down to easy to understand examples and points." --Michaud Ray, Vice President, Allconnect, Inc.
" A practical, hands-on manual for inspiring quality performance." --Tony Materna, President and CEO , EXCELSIX
" Dr. Jon and Howard lee have provided a tremendous resource to call center managers. This book should be read and referenced by contact centers globally as agent coaching is at the forefront of providing the highest level of service." --David Shapiro, Chief Sales Officer, PremierBPO, Inc.
" A practical, hands-on manual for inspiring quality performance." --Tony Materna, President and CEO , EXCELSIX
" Dr. Jon and Howard lee have provided a tremendous resource to call center managers. This book should be read and referenced by contact centers globally as agent coaching is at the forefront of providing the highest level of service." --David Shapiro, Chief Sales Officer, PremierBPO, Inc.
About the Author
Dr. Jon Anton Author ( also known as Dr. Jon ) is an adjunct Professor at Purdue University and the Director of Benchmark Reasearch at Center for Customer-Driven Quality at purdue. He specializes in enhancing customer service strategy through inbound call centers, and e-business centers, using the latest in telecommunications ( voice ), and computer ( digital ) technology. He also focuses on using the Internet for external customer access, as well as Intranets and middleware. Since 1995, Dr. Jon has been the principal investigator of the Purdue University Call Center Benchmark Research. This data is now collected at the BenchmarkPortal.com Web site, where it is placed into a data warehouse that currently contains over ten million data points on call center performance. Dr. Jon has assisted over 400 companies in improving their customer service strategy/delivery by the design and implementation of inbound and outbound call centers, as well as in the decision-making process of using teleservices providers for maximizing service levels while minimizing costs per call. In August of 1996, Call Center Magazine honored Dr. Jon by selecting him as an Origional Pioneer of the emerging call center industry. In october of 2000, Dr. Jon was named the the Call Center Hall of fame. In January of 2001, Dr. Jon was selected for the industry's "Leaders and Legends" Award by Help Desk 2000. Dr. Jon is also a member of the National Committe for Quality Assurance. Dr. Jon has published 117 papers on customer service and call center methods in industry journals. In 1997 one of his papers on self-service was awarded the best article of the year by Customer Relationship Management Magazine. Dr. Jon has publised twenty-four professional books. Dr. Jon's formal education was in technology, including a Doctorate of Science and a Master of Science Degree from the University of Connecticut, and a Bachelor of Science Degree from the University of Notre dame. He also completed a three-summer intensive Executve Education program in Business at the Graduate School of Business at Stanford University.
Howard Lee Co-Author Howard Lee is the Chairman and CEO of HyperQuality, the leading provider of third-party assurance. With a strong focus on call center operations, the company evaluates millions of interactions annually between contact center agents and customers and, using advanced analytics, generates actionable feedback to drive performance improvement. Ultimately, HyperQuality helps companies - including some of the most well-known names in thr travel, retail, financial services, education and utility industries - improve the quality and effectiveness of their customer interactions. In addition to quality evaluations, HyperQuality collects, evaluates and analyzes other forms of customer data, including customer and employee surveys; shopping experiences and marketing programs. Prior to founding HyperQuality, Mr. Lee was the CEO of PhotoWorks, a NASDAQ-trade company, in 2001. Before PhotoWorks, Mr. Lee was the Senior Vice President of Disney Direct and was responsible for the profit and loss, branding operations and marketing of the direct division. This team was 1,800 persons and included two call centers and a large warehouse operating team. Mr. Lee worked at an India CRM outsource provider as the SVP of Sales and Marketing in 2002. Mr. Lee has 23 years of operating and consulting experience.
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Inside This Book
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First Sentence:
There is no argument that money attracts good employees, particularly in the current system in which neither the employers nor the employees have any sense of loyalty to each other. Read the first page Key Phrases - Statistically Improbable Phrases (SIPs): (learn more)
call volume, customer obsession, more product knowledge training, call center coaches, minimal hold options, agent coaching, call handling standards, answering queue, improper forecasting, world class call centers, coaching insights, call work time, agent turnover, caller satisfaction, encourage the agent, show the agent, routed call, world class companies, screen navigation, call center agents, performance gap Key Phrases - Capitalized Phrases (CAPs): (learn more)
Coaching Idea, Root Cause, Notre Dame, Noteworthy Personal Achievements, Coaching Experiences, New York, Penn State, Customer Profile, Sports Illustrated, Percent of Respondents Figure, Case Study, Coach of the Year, Types of Calls, University of Iowa, Knute Rockne, West Lafayette, University of Minnesota, Lady Vols, Quality Assurance, Vince Lombardi, Support Solutions Magazine, Texas Tech, Super Bowl, Purdue Research Foundation, Jon Anton Browse Sample Pages:
Front Cover | Table of Contents | First Pages | Back Cover | Surprise Me!
There is no argument that money attracts good employees, particularly in the current system in which neither the employers nor the employees have any sense of loyalty to each other. Read the first page Key Phrases - Statistically Improbable Phrases (SIPs): (learn more)
call volume, customer obsession, more product knowledge training, call center coaches, minimal hold options, agent coaching, call handling standards, answering queue, improper forecasting, world class call centers, coaching insights, call work time, agent turnover, caller satisfaction, encourage the agent, show the agent, routed call, world class companies, screen navigation, call center agents, performance gap Key Phrases - Capitalized Phrases (CAPs): (learn more)
Coaching Idea, Root Cause, Notre Dame, Noteworthy Personal Achievements, Coaching Experiences, New York, Penn State, Customer Profile, Sports Illustrated, Percent of Respondents Figure, Case Study, Coach of the Year, Types of Calls, University of Iowa, Knute Rockne, West Lafayette, University of Minnesota, Lady Vols, Quality Assurance, Vince Lombardi, Support Solutions Magazine, Texas Tech, Super Bowl, Purdue Research Foundation, Jon Anton Browse Sample Pages:
Front Cover | Table of Contents | First Pages | Back Cover | Surprise Me!
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