Contact Centre Operations

"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

"Unlock Your Call Centre shows you how to replace frustrating questions with real security that dramatically improves caller experience and boosts your bottom line." - 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

"A vivid love letter to the 1980s and one woman's struggle to overcome the challenges of immigration. It's 1986, and after four months of unemployment Muna Heddad is in a bind. She and her son have moved to Montreal from Beirut to escape a never-ending civil war. She had plans to find work as a French teacher, but no one in Quebec has confidence in a new arrival like her to teach the language. She needs to start making money, and fast. The only work Muna can find is at a weight-loss center where she gets a job as a hotline operator." - 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