Wake Up Your Call Center How to Be a B (Customer Access Management) [Paperback]

Rosanne Dausilio (Author)

Book Description

Series: Customer Access Management | Publication Date: January 1998

In her introduction, Roseanne D'Ausilio states: "We have lots of talk covering technical information and training, software, hardware, new systems-a whole new language, in fact. But what about the people? They are too often dropped out of the picture as people, and I want to call this to your attention because we, the people, make the difference!"

This revised and expanded edition includes:
A discussion of Y2K
Updated statistics
More managing workplace conflict
A chapter for tech support staff
Expanded references

--This text refers to an out of print or unavailable edition of this title.

Editorial Reviews

Review

"...a straightforward guide for humanizing the most impersonal: the manic pace of the modern teleservice center: Dr. D'Ausilio shares the insights and revelations no call center professional should be without. Read it. Live it. Learn how to delight your clients and make your call center your very own secret weapon." -- Ed Margulies, Group Show Director; Computer Telephony, Miller Freeman

"We chose the Wake Up Your Call Center philosophy to resolve issues we had with customer service in an extremely stressful environment. The results were incredible. Customer service has improved, morale is up, and our agents are able to deal more positively with their workload. Wake Up Your Call Center is not only filled with just the right content, it is presented with just the right amount of humor as well." -- Patricia D. Hamilton, Manager-Sales Training & Communications, Delta Air Lines, Inc. --This text refers to an out of print or unavailable edition of this title.

Product Details

• Paperback: 113 pages
• Publisher: Purdue Univ+press; 1st edition (January 1998)
• Language: English
• ISBN-10: 1557531250
• ISBN-13: 978-1557531254
• Product Dimensions: 11 x 8.5 x 0.2 inches
• Shipping Weight: 12 ounces
• Average Customer Review: 5.0 out of 5 stars  See all reviews (3 customer reviews)
• Amazon Best Sellers Rank: #8,815,514 in Books (See Top 100 in Books)

Customer Reviews

Most Helpful Customer Reviews

3 of 4 people found the following review helpful:

5.0 out of 5 stars Best for call center managers, January 29, 2001

By 

Manuel De La Lastra "Theos" (Santiago Chile) - See all my reviews
(REAL NAME)   

This review is from: Wake Up Your Call Center: Humanizing Your Interaction Hub (3rd Edition) (Paperback)

For understanding a call center we have to assume thatr we are dealing with people... it is a people business and not a technical issue as many authors point out. This book is very practical in the sense that it concentrates on human beings and how can we get the best of them, it explains many issues ta}hat are many times overlooked by CEO and managers of Call centers. Very good approach for the call center business. If you are in charge of a call center, you should read this book...

3 of 7 people found the following review helpful:

5.0 out of 5 stars : Wake Up Your Call Center : How to Be a Better Call Center, February 9, 2000

By 

Egbert Riley (Barbados) - See all my reviews

This review is from: Wake Up Your Call Center: How to Be a Better Call Center Agent (Customer Access Management) (Paperback)

An Excellent book. Every call centre agent should read this. Forget that. Everyone who frequently deals with customers on the telephone should read this book.

2 of 15 people found the following review helpful:

5.0 out of 5 stars sdfds, June 30, 1999

By A Customer

This review is from: Wake Up Your Call Center How to Be a B (Customer Access Management) (Paperback)

sdfds