Contact Centre Operations

"Breaking the silence around an all-too-common problem, this book offers insights into the triggers of customer aggression against service employees, explores its consequences, and provides practical advice for handling abusive customers and mitigating the damage they inflict." - Publisher

"Explore Amazon Connect, from implementing call flows and creating AI bots to integrating artificial intelligence solutions and analyzing critical customer sentiment." - Publisher

"In Passionate Work, Renyi Hong theorizes the notion of being "passionate about your work" as an affective project that encourages people to endure economically trying situations like unemployment, job change, repetitive and menial labor, and freelancing." - Publisher