CRM Call center and customer service books:
CRM and call center
Call center and customer service books
SearchCRM.com's bookshelf provides sample chapters from books on call centers, call center management, call center analytics, performance audits and more. Download book excerpts from expert authors from the CRM community and use their advice and tips to better manage your call center and provide better customer service.
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Improving customer service through excellence: Chapter download series
Misc - This three-part chapter download series features chapter excerpts from expert Lior Arussy's new book, Excellence Every Day. In each chapter, Arussy discusses his theories on excellence, motivation and customer satisfaction, and explains how organizations...
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Employee-driven customer service success
Chapter Download - According to customer experience expert Lior Arussy, many businesses today fail to provide their employees with the ability to achieve customer service success. In this chapter, Arussy discusses the downside of an overly controlling management style and...
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Achieving excellence through customer service
Chapter Download - While most executives and managers attempt to control the customer experience, ultimately, the task of providing great customer service falls on their employees. In this chapter excerpt, customer experience expert Lior Arussy explains how the way...
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Team building games for call center employees
Chapter Download - This chapter includes three team building games for call center employees. These activities can be used to encourage team building in call centers and motivate call center staff.
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Cell phone activities for call center teams
Chapter Download - Cell phone activities are a great way to encourage team building in call centers. This chapter outlines a few cell phone activities call center managers can use to introduce new employees to the call center team and break the ice in the office.
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Office poker games to break the ice in the call center
Chapter Download - Office poker games are a fun way to encourage your employees to get to know each other better.This chapter excerpt from "More Quick Team-Building Activities for Busy Managers" gives step-by-step instructions for starting an interactive game of office...
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Measuring customer service excellence
Chapter Download - Start measuring customer service in your organization with this chapter from "Delivering and Measuring Customer Service." Learn the three ways any company can measure the level of service their employees are providing and get the pros and cons of each...
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Customer trust: The new business necessity
Chapter Download - This chapter from "Rules to Break and Laws to Follow" examines the three false assumptions about how businesses create value and gives tips for beating the crisis of short termsim.
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Beyond customer satisfaction: Know your customers intimately
Chapter Download - This chapter from "Managing Knock Your Socks Off Service" examines why customer satisfaction isn't enough to ensure customer retention, and urges managers to engage customers emotionally.
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Call center staffing: The importance of hiring well
Chapter Download - This chapter offers advice on hiring call center agents, with tips on interviewing, recognizing service-oriented candidates and making the offer. It includes a sample call center job analysis, and top interview questions.