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Chapter 4: Selecting and Training Call Center Staff
Exhibit 4-1: Excellence in Customer Service (One Day)
Exhibit 4-2: Contact Center Sales Skills (One Day)
Exhibit 4-3: Building Effective Listening Skills (Half Day)
Exhibit 4-4: Customer Service Skills for the Help Desk (One Day)
Exhibit 4-5: Collecting Overdue Accounts (One Day)
Exhibit 4-6: Managing Performance (Two or Five Days)
Exhibit 4-7: Service-Level Management (Two Days)
Exhibit 4-8: Coach Development (Four Days)
Exhibit 4-9: Monitoring, Analyzing, and Coaching (One Day)
Exhibit 4-10: Coaching for Results (Two Days)
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Call Center Operation: Design, Operation, and Maintenance
ISBN: 155558277X
EAN: 2147483647
Year: 2003
Pages: 90
Authors:
Duane Sharp
BUY ON AMAZON
Project Management JumpStart
Developing Project Management Skills
Budgeting 101
Executing the Project
Appendix A Answers to Review Questions
Appendix B Sample Project Management Forms
Inside Network Security Assessment: Guarding Your IT Infrastructure
Foundations and Principles of Security
The Role Authentication, Authorization, and Accountability Play in a Secure Organization
Reviewing Critical Systems and Information
Understanding the Attacker
Audit and Compliance
Software Configuration Management
Configuration Identification
A Practical Approach to Configuration Verification and Audit
Metrics and Configuration Management Reference
Appendix E Test Plan
Appendix Q Problem Trouble Report (PTR)
MySQL Cookbook
Issuing Queries and Retrieving Results
Avoiding Output Column Order Problems When Writing Programs
Controlling String Case Sensitivity for MIN( ) and MAX( )
Selecting Random Items from a Set of Rows
Introduction
Web Systems Design and Online Consumer Behavior
Chapter I e-Search: A Conceptual Framework of Online Consumer Behavior
Chapter IV How Consumers Think About Interactive Aspects of Web Advertising
Chapter VIII Personalization Systems and Their Deployment as Web Site Interface Design Decisions
Chapter XI User Satisfaction with Web Portals: An Empirical Study
Chapter XVII Internet Markets and E-Loyalty
Java All-In-One Desk Reference For Dummies
Java Programming Basics
Adding Some Methods to Your Madness
Book III - Object-Oriented Programming
Understanding Object-Oriented Programming
Packaging and Documenting Your Classes
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