Managing and Motivating Contact Center Employees : Tools and Techniques for Inspiring Outstanding Performance from Your Frontline Staff

Hotel Resource Book Store 

 Store Home / Books / Managing and Motivating Contact Center Employees : Tools and Techniques for Inspiring Outstanding Performance from Your Frontline Staff

Hotel Industry Books 

Managing and Motivating Contact Center Employees : Tools and Techniques for Inspiring Outstanding Performance from Your Frontline Staff
by Malcolm Carlaw, Peggy Carlaw, Vasudha Kathleen Deming, Kurt Friedmann
from McGraw-Hill

Customer Reviews:

• Avg. Customer Rating: 4.0 / 5.0

• An Insult to Every Contact Center Employee's Intelligence
  I have now worked at two separate contact/call centers and I am always mystified as to why management has to treat employees so shabbily that it predisposes them to hate the company. It seems gratuitous and stupid, but I suppose that the "geniuses" who come up with these so-called employee motivating tactics never think for a moment that the employees might just have brains/feelings. Motivating techniques that I have seen first-hand involve infantile and immature contests that remind one of elementary... more info

• Excellent advice based on reality!
  From the moment I opened this book, I could tell the people who wrote it had worked in call centers. The advice is comprehensive and throughout the book they offer resources for additional information. If you have to give feedback to call center employees, get this book! If you are a new or seasoned call center manager, get this book. If you need to motivate call center employees, get this book! It is worth the money. I have purchased several books in this genre. This book and the book "Why Employees Don't... more info

• Good information with actionable suggestions
  I was able to implement the ideas from this book in my call center.

• A must have for your contact center library
  Impact Learning International has done it again! There is no contact center topic more important than that of focusing on the biggest expense and the greatest asset...your people. Impact Learning provides excellent advice and practical help in a fun and understandable way. It is based on their many years of experience coaching and training in the contact center industry. I refer to my copy all of the time and have given away several copies to contact center managers. You MUST have a copy of this book in... more info

Similar Products:

The Executive Guide to Call Center Metrics by James C. Abbott (Paperback) - Usually ships in 24 hours

How to Become a GREAT Call Center Manager by Dan Coen (Paperback) - In stock soon. Order now to get in line. First come, first served.

101 Lessons For GREAT Call Center Management by Dan Coen (Paperback) - In stock soon. Order now to get in line. First come, first served.

Call Centers For Dummies (For Dummies (Computer/Tech)) by R,al Bergevin (Paperback) - Usually ships in 7 to 12 days

Call Center Management on Fast Forward: Succeeding in Today's Dynamic Customer... by Brad Cleveland (Paperback) - Usually ships in 24 hours