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MANAGING AND MOTIVATING CONTACT CENTER EMPLOYEES (Tools and Techniques for Inspiring Outstanding performance from Your Frontline Staff)
By: Malcolm Carlaw, Peggy Carlaw, Vasudha K Deming
Published By: Tata McGraw-Hill
Paperback, 297 Pages
Customer Contact Center 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.
If you are a trainer, supervisor, or manager, then Managing and Motivating Contact Center Employees will give the field proven information, tools, and techniques you need to connect with your frontline staff. 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. Written by contact center consultants for leading organizations, it will help you:
Ø Establish critical lines of communication between management and contact center agents
Ø Set clear expectations – and provide appropriate feedback
Ø 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 productivity, with Managing and Motivating Contact Center Employees
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