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?
Mostrar todos os capítulosVer menos
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
More from Peter Lyle DeHaan
Never Split the DifferenceChris Voss, Tahl Raz8h 7m4.4 (277.7K)$26 · $0.00
The Intelligent Investor Rev Ed.Benjamin Graham17h 48m4.3 (191.5K)$40 · $0.00
The Hard Thing About Hard ThingsBen Horowitz7h 57m4.2 (134.3K)$26 · $0.00
Boundaries for LeadersHenry Cloud7h 36m4.3 (3.6K)$26 · $0.00
The Secret Door to SuccessFlorence Scovel Shinn2h 25m4.5 (2.1K)$1.20 · $0.00
This Is Going to HurtAdam Kay5h 47m4.4 (444.7K)$24 · $0.00
Big TrustShadé Zahrai, Fayçal Sekkouah8h 36m4.6 (406)$26 · $0.00
The Intelligent Investor Third EditionBenjamin Graham, Jason Zweig20h4.4 (156.6K)$46 · $0.00
Bottle of LiesKatherine Eban14h 25m4.4 (12K)$33 · $0.00
The Antiracist Business BookTrudi Lebrón6h 10m4.6 (275)$17 · $0.00
The FormulaJoshua Robinson, Jonathan Clegg10h 41m4.4 (6.9K)$29 · $0.00
Let Them LeadJohn U. Bacon7h 10m4.5 (1.4K)$24 · $0.00
Secrets of the Millionaire MindT. Harv Eker5h 11m4.4 (301.4K)$24 · $0.00
The Person You Mean to BeDolly Chugh9h 6m4.4 (7.2K)$29 · $0.00
BoundlessNick Kostov, Sean McLain9h 17m4.5 (1.1K)$29 · $0.00
Everyday DharmaSuneel Gupta5h 2m4.5 (761)$20 · $0.00
Let's Talk Mutual FundsMonika Halan7h 5m4.4 (2.4K)$16 · $0.00
Secret PowerDwight Lyman Moody3h 7m4.4 (1.4K)$1.20 · $0.00
The Law of Success in Sixteen LessonsNapoleon Hill2h 39m4.4 (17.2K)$2 · $0.00
Barbarians at the GateBryan Burrough, John Helyar3h 3m4.4 (52.7K)$18 · $0.00
You may also like
ITIL Foundation Essentials ITIL 4 Edition - The ultimate revision guide, second editionClaire Agutter1h 12m4.2 (462)$27 · $0.00
Machines of Loving GraceJohn Markoff11h 53m3.8 (1.4K)$29 · $0.00
The Highway Code UKDepartment for Transport3h 33m4.2 (36.6K)$11 · $0.00
Computers The Machines We Think WithD. S. Halacy8h 40m3.5 (10)$2.30
Everyone’s Talking About AI, and I Don’t Know Where to Start - How to Use AI for Everyday Tasks, Check Its Answers, and Keep Thinking for YourselfMax Paradox4h 12m4.9 (18)$7.70 · $0.00
Disturbance rejection control for bipedal robot walkersJaime Arcos Legarda4h 24m$7 · $0.00
The Artificial AuthorSimone Aliprandi7h 42m$15 · $0.00
Edge-AI-Engineering Wie man Künstliche Intelligenz am Netzwerkrand Aufbaut, Bereitstellt und OptimiertSloane Garrett6h 33m$13 · $0.00
THE RISE OF PHYSICAL AI and HUMANOIDSGathu Kamau2h 59m4.7 (134)$4.99 · $0.00
Warehouse Logistic ManagementAnamelissa Montenegro Cordero, Andrés Castellanos Ramírez5h 31m$6 · $0.00
Signal Processing for Electrical EngineersHelen Marchetti12h 6m$80
Build AI Voice AssistantsVera Grimaldi7h 53m$5
Neural Networks Without PythonPaloma Iqbal7h 29m$5 · $0.00
Eft Investing: A Comprehensive Guide to Researching and Investing (The Intelligent Investor's Guide to Using Free Online Stock Screeners to Find Winning Stocks)Matthew Nagel2h 7m$3.50 · $0.00
Robot RightsDavid J. Gunkel10h 58m4.1 (122)$23 · $0.00
Automate Real Work with AILena Devlin7h 30m$5 · $0.00
AI and Genius MachinesScientific American7h 58m3.6 (23)$20 · $0.00
The new casteROBERT STERLING13h 37m$5.80 · $0.00
The future of BlockchainUnknown Author1h 2m$17 · $0.00
Unlocking AI For Everyday UseJasper Livingstone6h 4m$9