Managing and Motivating Contact Center Employees : Tools and Techniques for Inspiring Outstanding Performance from Your Frontline Staff [Paperback]

Malcolm Carlaw (Author), Peggy Carlaw (Author), Vasudha Kathleen Deming (Author), Kurt Friedmann (Author)

Book Description

Publication Date: December 24, 2002

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.

Editorial Reviews

From the 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 company's 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

About the Author

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.

Product Details

• Paperback: 350 pages
• Publisher: McGraw-Hill; 1 edition (December 24, 2002)
• Language: English
• ISBN-10: 0071388885
• ISBN-13: 978-0071388887
• Product Dimensions: 9.2 x 7.3 x 0.6 inches
• Shipping Weight: 1.2 pounds
• Average Customer Review: 4.0 out of 5 stars  See all reviews (4 customer reviews)
• Amazon Best Sellers Rank: #254,999 in Books (See Top 100 in Books)

Customer Reviews

Most Helpful Customer Reviews

8 of 8 people found the following review helpful:

5.0 out of 5 stars Excellent advice based on reality!, February 10, 2007

By 

AlwaysLearning "Happy2Be" (ALPHARETTA, GA, United States) - See all my reviews

Amazon Verified Purchase

This review is from: Managing and Motivating Contact Center Employees : Tools and Techniques for Inspiring Outstanding Performance from Your Frontline Staff (Paperback)

From the moment I opened this book, I could tell the people who wrote it had worked in call centers. The advice is comprehensive and throughout the book they offer resources for additional information. If you have to give feedback to call center employees, get this book! If you are a new or seasoned call center manager, get this book. If you need to motivate call center employees, get this book! It is worth the money. I have purchased several books in this genre. This book and the book "Why Employees Don't Do What You Want..." by Fournies have turned out to be the most useful.

12 of 15 people found the following review helpful:

5.0 out of 5 stars A must have for your contact center library, December 12, 2003

By 

Phill Rosenzweig (Cincinnati, Ohio United States) - See all my reviews

This review is from: Managing and Motivating Contact Center Employees : Tools and Techniques for Inspiring Outstanding Performance from Your Frontline Staff (Paperback)

Impact Learning International has done it again! There is no contact center topic more important than that of focusing on the biggest expense and the greatest asset...your people. Impact Learning provides excellent advice and practical help in a fun and understandable way. It is based on their many years of experience coaching and training in the contact center industry. I refer to my copy all of the time and have given away several copies to contact center managers. You MUST have a copy of this book in your business library!

2 of 5 people found the following review helpful:

5.0 out of 5 stars Good information with actionable suggestions, September 5, 2005

By 

P. Payne "Loves Perfume" (Raleigh, NC) - See all my reviews
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Amazon Verified Purchase

This review is from: Managing and Motivating Contact Center Employees : Tools and Techniques for Inspiring Outstanding Performance from Your Frontline Staff (Paperback)

I was able to implement the ideas from this book in my call center.