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:
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.
Managing and Motivating Contact Center Employees provides tips and techniques to boost morale, streamline business processes, and inspire outstanding performance, including:
Table of Contents
Appendix: Reproducible Job Aids for Contact Center Managers
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Last modified April 12, 2013