Inspiring Call Center Performance [Audio CD]

Dan Coen (Author)

Book Description

Publication Date: April 4, 2003

Is it time to drive performance in your call center?

Inspiring Call Center Performance is a terrific book to teach managers the principles of creating dynamite results in the call center.

It was written for managers, executives, supervisors and trainers who manage call center, inside sales and customer care departments.

This audio book focuses on the skill sets to manage people and operations. Topics include:

- Building a performance based culture
- Understanding the key elements of call center management
- Having a daily game plan
- Developing training programs to impact performance
- Using communication channels to motivate employees
- Exploring how agents see the call center
- Tips and Ideas to inspire call center staff

Designing a complete call center program is the key for management to build results in their call center. This audio book provides a taste of how managers can do better to supervise, motivate and inspire call center performance.

Editorial Reviews

Review

"Dan enhanced our entire management philosophy. He impacted our performance and our people." -- Howard Goodman, President, Goodman Communications West

"Dan enhanced our entire management philosophy. He impacted our performance and our people." -- Howard Goodman, President, Goodman Communications West, Inspiring Call Center Performance Cover

From the Publisher

What a superlative training tool!

Inspiring Call Center Performance is an ideal audio book for management, executives, trainers and team leaders in call center, customer service and inside sales departments.

It is concise and full of motivational strategies to guide management as they inspire performance in their organization. The key for management is to have ideas and focus. When this happens, profitable and enjoyable results take place. We feel that Inspiring Call Center Performance is a dynamite addition to the training program for all call center management.

See all Editorial Reviews

Product Details

• Audio CD
• Publisher: DCD Publishing (April 4, 2003)
• Language: English
• ISBN-10: 0966043650
• ISBN-13: 978-0966043655
• Product Dimensions: 5.9 x 2.9 x 0.1 inches
• Shipping Weight: 1 ounces
• Average Customer Review: 5.0 out of 5 stars  See all reviews (2 customer reviews)
• Amazon Best Sellers Rank: #2,496,675 in Books (See Top 100 in Books)

Customer Reviews

Most Helpful Customer Reviews

4 of 4 people found the following review helpful:

5.0 out of 5 stars Perfect for call center management, April 29, 2003

By A Customer

This review is from: Inspiring Call Center Performance (Audio CD)

It's very motivational and also provided several strategies to help our call center perform better. We have retention and hiring issues. We also have difficulty with consistency in our center. This book gave our supervisors great ideas! The consistent theme we all agreed after listening to this book was "People Matter"!

4 of 4 people found the following review helpful:

5.0 out of 5 stars Great training for our managers and trainers!, April 21, 2003

By A Customer

This review is from: Inspiring Call Center Performance (Audio CD)

Our company always looks for ongoing training materials for our call center management team. This audio book is exactly what we were looking for. It is divided into chapters, and we conducted a team meeting about each chapter after listening. I highly recommend this audio book for anybody who supervises a call center. It is PACKED with creative ideas - we're going to listen to Inspiring Call Center Performance, and use the information to motivate our agents.