Contact Centre Operations

"Invoking extensive labour force surveys and interviews from Australia and India, Russell examines employee representation, work intensity, stress, emotional labour, and job skills in the call centre work environment. The cross-national approach of Smiling Down the Line highlights the effects of globalization and scrutinizes the similarities and differences that exist in info-service work between different industries and in different countries." - Publisher

Same as above!

"If you're looking to transform the customer service culture in your organisation, to decrease complaints and increase compliments, Jaquie Scammell's approach is simple and more human than simply introducing better processes and procedures - and her approach works. Jaquie has studied Australian organisations that provide the best customer service, and from this research she has created a system which, if followed, will increase loyalty to your business. You too will be able to create a winning customer service mindset that will be adopted by your frontline service leaders, the people who impact your customer service staff, who impact your customers every day.In Creating a Customer Service Mindset, Jaquie includes interviews with leaders from six of the best Australian businesses, which have a customer service mindset. These organisations may not have as much street cred as Google, Amazon or Facebook, but they lead the way when it comes to building a high performing service culture where customer loyalty is constantly increasing." - Publisher

"Companies who invest in successful Customer eXperience (CX) innovation stand out from the crowd. Markets tend to reward these companies because it is rare for firms to try something new, much less prove customer acceptance of their attempted innovations. Firms offering remarkable CX create loyal customers who happily pay more for their products and services, and then refer them to other customers for free. This book outlines innovative processes used to research, conceive and develop innovations in the CX space for both large and small companies. The challenge is not so much finding out what customers like, as it is remaining apart from the crowd of rivals and copycats. Written as a practical guide for managers with a background in line management, operations, marketing, finance or customer service, this book contains a simple framework with an extensive range of design thinking and creative problem solving tools. Starting with a validation for investing in improving your firm's CX, the book also provides a primer on competitive advantage, the most critical objective of strategic planning. Mastering the book's content creates the potential for any business manager or owner to find a hard-to-copy market advantage and drive their business' growth." - Publisher

"Pick Up The Phone and Sell is an indispensable guide to one of the most important and lucrative tools in the selling profession." - Publisher

"What happens over time to Indians who spend their working hours answering phone calls from Americans--and acting like Americans themselves? To find out, the authors of Answer the Call conducted long-term interviews with forty-five agents, trainers, managers, and CEOs at call centers in Bangalore and Mumbai." - Publisher

"A disruption in your call center operation can conceivably cost you hundreds of thousands of dollars. And multiple disruptions can cost in the millions. Call Center Continuity Planning shows you how to plan for - and avoid - service interruptions through disasters large and small. This book will show you how to deal with everything from power outages to major hurricanes." - Publisher

"Through an examination of trade union interventions in the call center industries located in Canada and India, this book contributes to research on post-industrial employment by using political economy as a juncture between development studies, the sociology of work, and labor studies." - Publisher

"The definitive guide to cold calling success!" - Publisher

"Contact Center Management is an investigation into the stereotypes surrounding the sector. As it steers clear of hollowed-out theory and vague slogans, it offers a grounded approach to the creation of value for your company as well as for any client." - Publisher

"Working the Night Shift is the first in-depth study of the transnational call center industry that is written from the point of view of women workers. It uncovers how call center employment affects their lives, mainly as it relates to the anxiety that Indian families and Indian society have towards women going out at night, earning a good salary, and being exposed to western culture. This timely account illustrates the ironic and, at times, unsettling experiences of women who enter the spaces and places made accessible through call center work." - Publisher

"Jamie Woodcock draws on time spent employed in a non-unionized call center to take the public beyond anecdotal impressions to a true picture of what work is like there. Focusing in particular on methods of control and resistance within the highly regulated environment, Woodcock shows how call centers have become sadly emblematic of the post-industrial service economy." - Publisher

"Unleash a killer combination of old and new sales strategies. How do you break through to impossible-to-reach executive buyers who are intent on blocking out the noise that confronts them every day? Old-school prospecting tactics or new-school techniques alone won't provide the answers. But Combo Prospecting will... by showing how to combine time-tested sales processes with cutting-edge social media strategies and clever technology hacks. The book reveals today's new breed of Chief Executive Buyers, the channels they use, the value narrative you need, and the mix of methods that works." - Publisher

"With helpful tips, real-world examples, and complete guides, you’ll quickly learn how to turn Lean theory into action. Collect and formulate your assumptions into hypotheses that can be tested to unlock meaningful insights. Conduct experiments to create a continual cadence of learning. Derive patterns and meaning from the feedback you’ve collected from customers. Improve your confidence when making strategic business and product decisions. Track the progression of your assumptions, hypotheses, early ideas, concepts, and product features with step-by-step playbooks. Improve customer satisfaction by creating a consistent feedback loop." - Publisher

"Using scenarios, guidelines, and practice exercises, this inspiring training manual explains what to say and do, what to avoid, and why interactions go astray. Assessments and examples help you: Create positive first impressions * Speak and write effectively * Listen attentively * Identify needs * Develop trust, establish rapport, and make customers feel valued * Connect with people in person, on the phone, or via email or social media * Confidently handle customer complaints * And more Customer service skills are essential to the success of your company. This popular crash course equips you and your employees to excel in this important role." - Publisher

"What Customers Crave examines how the hyper-connected economy is radically changing consumer expectations, and reveals what companies need to do to stay on top. The solution rests on two simple questions: What do your customers love? What do they hate? Find the answers, and you’re well on your way to success." - Publisher

"This provocative comedy offers a unique perspective--that of a group of friends working in a call center in India on the night God decides to call." - Publisher

"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." - Publisher