Titolo: Call Center Recruiting and New-Hire Training...
Casa editrice: Call Center Press
Data di pubblicazione: 2004
Condizione libro: very good
Gently used. Expect delivery in 2-3 weeks. Codice inventario libreria 9781932558036-3
Riassunto: Finding and retaining qualified agents is an endless challenge for call centers. An effective recruiting strategy, combined with a motivating, supportive training program that keeps new-hires charged about their potential with the company, will pay off in lower hiring costs and higher staff retention. Call Center Recruiting and New-Hire Training offers call center managers valuable insights and ideas on:
• Developing retention-oriented recruiting strategies
• How to select the most qualified candidates
• Developing new-hires into successful agents
• Recruiting and training call center supervisors
• Alternative labor pools
Each chapter is filled with innovative practices, strategies and best practices from call centers that have successfully put a stop to the revolving door of agent attrition.
L'autore: Brad Cleveland is President and CEO of ICMI, and Publisher of Call Center Management Review. He is author of ICMI’s Call Center Management Dictionary, co-author of Call Center Management on Fast Forward, and co-editor of ICMI’s handbook/study guide series of publications on call center management.
Susan Hash is Editor-In-Chief of Call Center Management Review. She is author of Guide to Customer Service Teams and How to Hire the Best Service Professionals. She has been a business journalist for more than 15 years, and has received notable journalism awards for reporting on the customer service industry.
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Libreria AbeBooks dal: 13 giugno 2014
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