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by Dan Coen
Download 101 Lessons For GREAT Call Center Management fb2
  • Author:
    Dan Coen
  • ISBN:
    0979554403
  • ISBN13:
    978-0979554407
  • Genre:
  • Publisher:
    DCD Publishing; 1st edition (September 17, 2007)
  • Pages:
    112 pages
  • Language:
  • FB2 format
    1681 kb
  • ePUB format
    1701 kb
  • DJVU format
    1168 kb
  • Rating:
    4.2
  • Votes:
    798
  • Formats:
    mobi azw doc lit


Dan Coen is President of CallCenterToday. com and author of several books on call center management. 1. Existing centers that need help in people processes.

Dan Coen is President of CallCenterToday. Dan focuses on the following: 1. Expertise to define management skills and supervisor practices to operate the contact center more efficiently

101 Lessons For Great. See a Problem? We’d love your help.

101 Lessons For Great.

101 lessons, concise and clear to understand, quick to read and digest, supported by lesson plans and cartoons to consider, brainstorm and then implement in your call center

101 lessons, concise and clear to understand, quick to read and digest, supported by lesson plans and cartoons to consider, brainstorm and then implement in your call center.

Eventually, the author had presented the "mass market" this great work which it can digest.

However, I remarked that they are for professional trading trainers and trainees preferably with intermediate knowledge on psychology. Eventually, the author had presented the "mass market" this great work which it can digest.

Find nearly any book by Dan Coen. Get the best deal by comparing prices from over 100,000 booksellers. Building Call Center Culture. ISBN 9780966043624 (978-660436-2-4) Softcover, Dcd Pub, 2001. Find signed collectible books: 'Building Call Center Culture'.

42 Rules for Outsourcing your Call Center is a compilation of real-life problems, lessons learned. AS A CITATION AND/OR A POTENTIAL SOURCE OF FUR- This book is dedicated to the unsung heroes inside every call. 4 MB·442 Downloads·New! the people?

Dan Coen, Howard Cole. The ideal book written directly for call center management. A must-read for supervisors, team leaders, managers, trainers and executives. Are you ready to manage your call center?

Dan Coen, Howard Cole. Are you ready to manage your call center? The premise of this book is clear. When management understands thehuman initiative, and creates a roadmap that stresses performance through people, organizations and customers win. How to Become a GREAT Call Center Manager teaches managers to become GREAT at call center supervision, training, coaching and leadership

Dan Coen from Call Center Today consulting firm says one client of his conducted monthly contests to win a new car, rather than give . Goodreads: 101 Great Lessons For Great Call Center Management; Dan Coen. AllBusiness: The Art & Science of Employee Recognition.

BankAtlantic VP Gregory Dalmotte passes out Monopoly money that can be saved up and traded in for prizes.

101 standards based lessons show how vocabulary words presented in context help students learn how to use them accurately in their speech and writing. Teacher Created Resources 101 Lessons, Vocabulary Words in Context Book, Multiple Grades: Sold individually. Introduces over 500 words in a variety of context. Includes standards and benchmarks. Will improve students speech as well as writing. Ideal for grades 3 through 8. Specifications.

101 Lessons for GREAT Call Center Management subscribes to the premise that great ideas can be taught in a SIMPLE and FUN format.

The book and its content are inventive, creative and innovative. 101 lessons, concise and clear to understand, quick to read and digest, supported by lesson plans and cartoons to consider, brainstorm and then implement in your call center.

Best of all, each lesson is meaningful, important, and even critical to call center management and operations. Take one lesson and dream up dozens of ways to use it in your business. Readers will be enamored by how such a quick lesson on one page can be so pertinent to practical and daily call center management.

Call Center managers, trainers, team leaders and executives will enjoy each lesson. Teams of management should study and use each lesson in groups, develop programs and packages around it, and deliver initiatives to the organization. Utilize the lessons in morning staff meetings. Share the ideas with other departments. Most critically, USE the materials! So simple, yet so powerful.

Enjoy a special book focused on the people side of contact centers. We call it "Human Engineering". Terrific ideas for supervising people, driving sales and service and building operations in your inside sales or customer care contact center. A truly useful and fun read at a wonderful price.


YSOP
I was really disappointed. This is less a book and more of an article one might find on the web. Each "lesson" is a sentence or two, such as "Coach employees to become experts. You are the experts. That is why your company is successful. Make employees the experts. Condition them to think like experts." That is the entirety of Lesson 42.

Or this one: "Make the job of your supervisors, team leaders, and assistants as easy as possible." (Lesson 24)
"Don't let agents resign out of frustration" (Lesson 95)

The rest of the space in the book is taken up with outdated clipart and questions such as "What would you put in a department newsletter? Brainstorm!".

There is little depth, and no recommendations on how to implement these lessons. I'm glad I didn't pay the listed price for this book ($9.95). I'm sorry I paid anything at all.
Siatanni
I was extremely disappointed, this book is not worth the money.
Modred
I love the book, its ideas and its clear concepts. We should absolutely be doing this in our call center-every call center should be doing this stuff. I am going to get copies for all the call center management team members in our company.
Madi
I plan to use alot of the ideas in this book. Each lesson is short and succinct, I like that. Easy to read, easy to understand, terrific price. And even though the lessons are short they are so critically important to managing the call center. Lesson 40 is of particular interest. We never thought of developing sales training modules that can be used over and over, like one a week for 12 weeks or something like that. Great book, great ideas, highly recommend it.
Tenius
I don't write too many reviews but had to drop a note. First, the book has so many great ideas, each lesson could be built upon in any call center, and there are 101 of them. Second, because each page is a lesson it is really enjoyable to read. Not difficult at all, but don't be fooled, because after reading a lesson it opens up so many great ideas. I want to get lessons 7, 19 and 83 done quickly in our call center, asap. I really appreciate the ideas, it is a great book.
Cezel
This book, along with all of Dan's other books, simply work. If you are part of any inside selling, call center, or customer service environment you really need to buy this book. About a year ago our inside sales department started to actually execute on Dan's teachings...and guess what? We ended the year up more than 21% vs the prior year and outperformed the entire company in nearly all categories. Get this book, and then execute on what it teaches. It just works.
Gavikelv
A great price and a phenomenal book. I highly recommend it. It is so unbelievably innovative. I do training for inside sales executives. Each lesson has encouraged me to think, big time, about how to bring that lesson to my inside sales group. I literally have dozens of ideas on more than half of the 101 lessons. I give Dan Coen credit, he hit a homerun with this book.
The book is really "on-the-money" for call center managers. Really terrific ideas and lesson plans and totally specific to supervising people. Really enjoyed the cartoons. Would recommend it to all call center managers. And, the price is right on at $9.95. I particularly like that each lesson has meaning. They are short but really meaningful.