Ebook Free Building Call Center Culture, by Dan Coen
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Building Call Center Culture, by Dan Coen
Ebook Free Building Call Center Culture, by Dan Coen
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Book by Coen, Dan
- Sales Rank: #272236 in Books
- Brand: Brand: DCD Publishing
- Published on: 2001-01
- Original language: English
- Number of items: 1
- Dimensions: .60" h x 5.54" w x 8.29" l,
- Binding: Paperback
- 200 pages
- Used Book in Good Condition
From the Publisher
Building Call Center Culture goes beyond most management books. Why? Because this book explores the "human element". Most books about the customer contact center study technology, setting up call centers, the industry, etc. This book takes "people supervision" as its central theme and builds upon it. Dan Coen, the author, is an industry expert with a creative mind. He thinks "out-of-the-box". Mr. Coen believes that supervising people, not the technology people use, is what makes a call center tick! Building Call Center Culture will help your supervisors, team leads and manager build world-class, effective, and fun programs for your call center. Whether you have 2 employees on the telephone or Internet, or 2000 employees, this book is a great addition to your business and your staff.
From the Author
I am excited about Building Call Center Culture. I have seen far too many supervisors and team leads fail to understand how to manage and motivate employees. Consequently, I have seen managers and Vice Presidents suffer at building culture, feedback, contests and success. This book will help management better supervise those employees that use the Internet and the telephone. It teaches call centers how to add culture and prosperity through people.
From the Inside Flap
Building Call Center Culture trains managers, team leads and supervisors how to manage a customer contact center. (Employees who communicate via the telephone and Internet) This book tackles the "human side" of call center management. People count, motivation matters, and creating a world-class comunication culture is critical to building call center culture. This book explores topics such as communication culture, channeling feedback, managing emotions, supervising new agents, creating contests, building a phenomenal environment of success, hiring supervisors, and much more. Building Call Center Culture is ideal for management that directs any employee that sells and communicates via the telephone or Internet.
Most helpful customer reviews
3 of 7 people found the following review helpful.
Repetitive and All Common Sense
By A Customer
I am a CRM consultant who bought the book to round out his knowledge of call center operations. It is very folksy but is not the least bit stimulating. This book might be valuable but only if you are a hands-on call center manager with zero people skills. It is also a VERY boring read.
2 of 3 people found the following review helpful.
Good material but not so good writing
By P. Andrews
This book needs an editor as the author often belabors the point. As a result I lost interest after chapter 3. It's a lot of work to read this book!
0 of 0 people found the following review helpful.
Real Life!
By Robin McCoy
This book is real life. I have spent 15 years managing call centers throughout the United States and Dan Coen puts it all on paper in a way everyone can understand. There isn't a manager out there that can't relate to what this book says about agents, upper management, and the environment of the call center in general. Dan uses analogies from sports to American history to get his point across, that building the proper culture will be the difference between a mediocre call center and a world class call center. Whether you are a seasoned call center manager or just starting out, this book is something that should be in your library. Dan tells great stories of his own experiences in the call center, such as the white-out story, that reminds me of the wild things that happen on the sales floor. Give it to your supervisors and team leaders to read. It can only help them.
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