Greg Levin's highly informative and entertaining book is now available for purchase and download!
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If you want to know how to run an effective contact center, DON'T BUY THIS BOOK... ...however, if you want to know how to truly captivate customers, engage agents and elevate the enterprise – and laugh out loud along the way – you’re going to want to purchase a copy. • Find out what the top 9 “must-have” metrics are, how best to measure them, and how to establish and achieve your objectives for each. |
• Gain insight into the art of workforce management, and why you shouldn’t giggle when you hear the term “shrinkage”.
• Get innovative recruiting tips to attract candidates who possess much more than just a pulse.
• Learn why “quality monitoring” is a misnomer, and why your customers should be helping to coach your agents.
• Find out how to master the email and chat channels despite having semi-illiterate agents.
• See how to develop self-service apps that don’t self-destruct.
• Develop a solid Social Customer Care strategy that ensures your organization won't be ruined on Twitter or Facebook.
• Discover why you should kick many of your best employees out of the contact center.
And that’s just a fraction of what fills the pages of Full Contact. Renowned contact center expert and humorist, Greg Levin, has packed his book with 145 pages of proven practices, tactics and strategies – all of which he has seen drive success in world-class customer care organizations during his nearly two decades as a writer and researcher in the industry. Each information-packed chapter contains mini-case studies and examples of real-life contact centers that have embraced the best practices covered. In addition, the Appendix features valuable supporting articles and other materials, such as a sample quality monitoring form, C-Sat survey questionnaire and employee telecommuting agreement.
• Get innovative recruiting tips to attract candidates who possess much more than just a pulse.
• Learn why “quality monitoring” is a misnomer, and why your customers should be helping to coach your agents.
• Find out how to master the email and chat channels despite having semi-illiterate agents.
• See how to develop self-service apps that don’t self-destruct.
• Develop a solid Social Customer Care strategy that ensures your organization won't be ruined on Twitter or Facebook.
• Discover why you should kick many of your best employees out of the contact center.
And that’s just a fraction of what fills the pages of Full Contact. Renowned contact center expert and humorist, Greg Levin, has packed his book with 145 pages of proven practices, tactics and strategies – all of which he has seen drive success in world-class customer care organizations during his nearly two decades as a writer and researcher in the industry. Each information-packed chapter contains mini-case studies and examples of real-life contact centers that have embraced the best practices covered. In addition, the Appendix features valuable supporting articles and other materials, such as a sample quality monitoring form, C-Sat survey questionnaire and employee telecommuting agreement.
Special Report:
THE STATE OF HOME AGENT STAFFING
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PEEK INSIDE FULL CONTACT
Table of Contents
Ch 1. Measuring Up:
Best practices in metrics and performance measurment
Best practices in metrics and performance measurment
Ch 2. Higher Hiring:
Best practices in agent
recruiting and assessment
Best practices in agent
recruiting and assessment
Ch 3. Teach Them Well:
Best practices in agent training and development
Best practices in agent training and development
Ch 4. A Very Long Engagement:
Best pratices in agent motivation and retention
Best pratices in agent motivation and retention
Ch 5. Right on Schedule:
Best practices in workforce management and staffing
Best practices in workforce management and staffing
Ch 6. Customers Rule:
Best practices in quality monitoring and customer satisfaction measurement
Best practices in quality monitoring and customer satisfaction measurement
Ch 7. Changing Channels:
Best practices in e-support, self-service and social media
Best practices in e-support, self-service and social media
Free Special Report:
Selling Is Service
How Leading Call Centers Simultaneously Drive Revenue and Elevate the Customer Experience... click here.
Selling Is Service
How Leading Call Centers Simultaneously Drive Revenue and Elevate the Customer Experience... click here.