Bookshelf:CRM and call center

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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  • Call Center Operation -- Design, Operation and Maintenance

    Chapter Download Library -  Managing the call center is a demanding job that comes with a unique set of responsibilities. Learn tips for better call center operation and management in this chapter download.

  • Best Face Forward: Chapter 6, Putting the Amalgam of People and Machines to Work

    Chapter Download -  In sample Chapter 6, "Putting the Amalgam of People and Machines to Work" from Best Face Forward: How Companies Must Improve Their Service Interfaces with Customers, authors Jeffrey F. Rayport and Bernard J. Jaworski discuss the face of tomorrow's...

  • Designing the Best Call Center for Your Business

    Chapter Download Library -  Designing the Best Call Center for Your Business examines all key aspects of opening and expanding a live agent call center. In this sample chapter, "Training and Retention," learn about how to train call center agents and keep them motivated and loyal....

  • 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.

  • Building customer loyalty: Four tips in four minutes

    Tutorial -  Use these tips from Paul R. Timm's book "Technology and Customer Service: Profitable Relationship Building" to learn how to build customer loyalty with common technology tools: the call center, help desk, CRM and Web sites. Each of the four tips focuses...

  • Improving call center agent motivation and morale

    Chapter Download -  Find out how to manage and motivate call center agents to be productive and happy. This chapter includes tips on measuring agent morale, an employee satisfaction survey, causes of low call center morale and ways to improve the overall mood or morale of...

  • Reinventing Your Contact Center

    Chapter Download Library -  Read about call center trends and advice for managing the customer service chain in these chapter downloads from Reinventing Your Contact Center.

  • Call center software: Performance improvement through technology

    Chapter Download Library -  This tip offers a series of case studies that chronicles collected performance metrics before and after implementation of specific technology solutions for call centers. For call center managers contemplating the addition of new call center technology,...

  • Common customer service mistakes

    Chapter Download Library -  As your number one asset, your customers hold tremendous power. Learn how to maximize and leverage your customer base for increased profitability and a stronger bottom line.

  • Tip: Use effective call centers to build customer loyalty

    Tutorial -  In this tip on customer loyalty, you'll learn about effective call centers and how they can impact customer loyalty. This chapter is excerpted from "Technology and Customer Service: Profitable Relationship Building" by Paul R. Timm. Learn more about...