Open Daily: 10am - 10pm | Alley door pickup 10am - 7pm 3038 Hennepin Ave Minneapolis, MN
612-822-4611

  • Open Daily: 10am - 10pm
    Alley-side Pickup: 10am - 7pm

    3038 Hennepin Ave Minneapolis, MN
    612-822-4611

Open Daily: 10am - 10pm | Alley-side Pickup: 10am - 7pm
3038 Hennepin Ave Minneapolis, MN
612-822-4611
Call Center and Contact Center Management: A Simple Guide to Understanding the Call Center and Contact Center Industry

Call Center and Contact Center Management: A Simple Guide to Understanding the Call Center and Contact Center Industry

Omer, Syed

Paperback

Self-Help

ISBN13: 9798316745449
Publisher: Independently Published
Published: Apr 4 2025
Pages: 310
Weight: 1.59
Height: 0.65 Width: 8.50 Depth: 11.00
Language: English
Call Center and Contact Center Management is the ultimate guide to navigating the world of contact centers. Whether you're starting a career, setting up a business, or managing an existing operation, this comprehensive book will provide you with everything you need to succeed.
Who is this book for?
  • Aspiring Professionals looking to build a career in the contact center industry
  • Entrepreneurs & Business Owners planning to start or set up a contact center
  • Call Center Agents seeking to enhance their skills and advance in their careers
  • Managers, Supervisors, & Directors who want to improve team performance and drive customer satisfaction
What does this book cover?
  • Introduction to Call Centers & Contact Centers: Understanding the foundations and operations of modern contact centers.
  • Operations & Technology: Exploring the essential tech tools and systems that power contact centers.
  • Workforce Management & Optimization: Strategies for effectively managing and enhancing agent performance.
  • Customer Experience & Satisfaction: Best practices to deliver exceptional customer service and ensure satisfaction.
  • Performance Management & Reporting: Techniques for tracking and improving team performance through data and insights.
  • Quality Assurance & Process Improvement: Maintaining high-quality standards and implementing continuous process improvements.
  • Leadership & Management: Key strategies for guiding and motivating teams to succeed in a call center environment.
  • Outsourcing & Vendor Management: Understanding outsourcing roles and best practices for managing vendors.
  • Compliance & Security: Navigating legal, security, and regulatory requirements in contact center operations.
  • Employee Well-being & Mental Health: Strategies for supporting agent well-being, reducing burnout, and fostering a healthy work environment.
This book offers everything you need to manage, optimize, and grow your contact center operations, ensuring top-tier performance and customer satisfaction.

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