CALL CENTER Book - Grace Heny - ContactCenterWorld.com Blog
CALL CENTER Handbook by Elex Media - Kompas Gramedia publisher
Whenever we think of services in any industry, 'Call Center' is the word that immediately pop up in our mind. Initiating a complaint, have questions, or in need of information relating to a product / service from any organization, than Call Center is the answer for it. Call Center consider to be a 'unknown' world for quite long time and consider as a 'garbage can'. Not many people realized or understand what is it like working in a Call Center, except for those who engaged with the daily Call Center operational. Who says Call Center staff will be forever stuck in their desk using a headset, and becoming the 'trash can' for customers complaint and negative emotion?
Who says Contact Center staff are living a boring day to day monotonous routine work? I am compiling my 15 years experience in the world of contact center starting as Contact Center Agent in a book called Call Center Handbook. Starting from the inside and perception of the world's of Call Center, both operational and managerial, to an interesting life as a Call Center professional. The story are filled with real life case study and far away from a boring reading book.
Publish Date: August 17, 2012 3:02 AM