Contact Center Agent 101: An Introduction to Your Multi-Channel Call Center Career - Softcover

Stapp, Steve

Softcover

ISBN 10: 1449921760 ISBN 13: 9781449921767

Publisher: Createspace Independent Publishing Platform, 2009

Synopsis

Contact Center Agent 101 is a must read for any contact or call center employee. The front line contact center employee in any organization is truly one of the most important people because they are the voice and ears of the company to the customer. Often times these employees are asked to perform duties that simply do not make sense to them. Finally, a book such as Contact Center Agent 101 has come along that teaches the business reasons behind much of what they are being asked to do. You will learn:* What a contact center is and why it exists* What the working environment is and what you will be expected to do* Basic terminology* Metrics that leaders review to run the business* What is a True Customer Experience* Career opportunities available in contact centers* Much, much, more!When used as part of a regular training program, Contact Center Agent 101 can help to improve the true customer experience, enhance employee satisfaction, reduce attrition, and help employees understand the business of contact centers in an easy to read and entertaining format.

About this title

About the Author

Steve Stapp has enjoyed two decades in the Contact Center profession. Steve began his call center career servicing customers for a regional airline. Since then, Steve has gained expertise in the operations, administration, planning and analysis, strategic and tactical planning and implementation. Steve's experience includes customer service, sales, outsourcing, and technical help desks. Steve holds degrees from Arizona State University in Organizational Communication and Mesa Community College in Marketing and Management and is active in the contact center community.

Edition details

• Publisher: Createspace Independent Publishing Platform
• Publication date: 2009
• Language: English
• ISBN 10: 1449921760
• ISBN 13: 9781449921767
• Binding: Paperback
• Number of pages: 126