Call Center Connections
Keys to Produce Successful Customer Service OutcomesBy Peter Lyle DeHaan
Length3h 43m
About this audiobook
Call Center Connections is a valuable resource for customer service professionals, offering solutions to improve efficiency through problem-solving and using metrics to analyze performance. It covers various technologies and trends to help readers prepare their business for the future.
Audiobook details
GenreBusiness and Economics
Length3 hrs 43 mins
Narrated byListen with 1,000+ voices
FormateBook with Audio
Publish dateJun 6, 2024
LanguageEnglish
Table of contents
1Opening Credits
2Are You in or Out?
3OPERATIONS AND MANAGEMENT
4Answering the Call Is Just the First Step
5Is Your Management Style Hurting Your Call Center?
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6Responding to Call Traffic Fluctuations
7The Importance of Channel Consistency
8Call Center Shrinkage
9The Fast-Food Factor
10We Can Do That
11Do You Survey Your Callers?
12Seven Tips to Conduct Engaging Customer Surveys
13How to Combat Survey Fatigue
14STAFFING
15A Positive Attitude
16The Art of Finding a Call Center Manager
17Be Nice
18Be Careful What You Say
19Don’t Make Extra Work for Your Agents
20Work-At-Home Opportunities
21The Benefits of Home-Based Call Center Agents
22Work-at-Home for Everyone
23Managing a Distributed Workforce
24CUSTOMER SERVICE
25Service Sold It
26Five Tips for Agent Customer Service Success
27Start Great Customer Experience with Customer Service Essentials
28Don’t Forget the Human Touch
29Amaze Your Customers . . . or Annoy Them
30How Would You Like Us to Contact You?
31How to Enhance the Customer Experience
32What Kind of Customer Experience Do You Provide?
33Is Being Effective Good Enough?
34Your Company Is Only as Good as Your Weakest Link
35Customer Service: You Can Do It the Easy Way or the Hard Way
36Customer Service Recovery
37TECHNOLOGY
38What’s Your Technology Strategy?
39Social Media and the Contact Center
40Consider How Artificial Intelligence Can Help Us in the Call Center
41Will Customer Service Chatbots Ruin Customer Service?
42Chatbots Should Learn from the Errors of IVR
43Strategic Call Distribution
44Is the Future Your Friend or Foe?
45STRATEGY
46A Brief History of Call Centers Versus Self-Service
47Are You a Call Center or a Contact Center?
48Is Your Call Center a Profit Center or a Cost Center?
49Developing Your Callback Strategy
50It All Depends
Series
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