The Customer Call Center Outback: A Frontline Supervisor's Map to Success (Paperback)

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The Customer Call Center Outback: A Frontline Supervisor's Map to Success (Paperback)

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Designed as a workbook for frontline supervisors, this easy-to-use reference offers suggestions on how to solve the most frequently encountered problems in the call center. The Customer Call Center Outback outlines research with 70 call/contact center supervisors, where each of them were asked to identify the ten most frequent problems and then offer a list of actions that resulted in success and a list of actions that resulted in failure. The intention is not to be judgmental regarding these solutions, but to offer a wide variety of possible solutions as reference points to the supervisor facing the same issues right now. Readers may find that some solutions which were deemed failures in certain organizations were actually successful in others. Even the failing solutions inspire creativity by functioning as a catalysts for future improvements.

Mike Trotter is a passionate leader in the call contact center industry. He has invented the term "business karaoke" as a term to describe most company's behavior when it comes to being customer focused. He sees things through the eyes of the customers and the employees and has often taken the course of most resistance to make his point. Having spent the past 14 years involved with the daily operation of call/contact centers he has had a chance to put this philosophy into practice.
Product Details ISBN: 9781557532596
ISBN-10: 1557532591
Publisher: Purdue University Press
Publication Date: May 1st, 2002
Pages: 81
Language: English