Managing and Motivating Contact Center Employees

by Peggy Carlaw, Vasudha K. Deming, Kurt Friedmann, et al.

Gives you the information, tools, and techniques you need to connect with your frontline staff and lead them to performance. This book explains how to manage the critical 'human' element in contact... This description may be from another edition of this product.

• Format: Paperback
• Language: English
• ISBN: 0071388885
• ISBN13: 9780071388887
• Release Date: December 2002
• Publisher: McGraw-Hill Companies
• Length: 350 Pages
• Weight: 1.26 lbs.
• Dimensions: 0.7" x 7.4" x 9.2"

Customer Reviews

Excellent advice based on reality!

From the moment I opened this book, I could tell the people who wrote it had worked in call centers. The advice is comprehensive and throughout the book they offer resources for additional information. If you have to give feedback to call center employees, get this book! If you are a new or seasoned call center manager, get this book. If you need to motivate call center employees, get this book! It is worth the money. I have purchased several books in this genre. This book and the book "Why Employees Don't Do What You Want..." by Fournies have turned out to be the most useful.

Good information with actionable suggestions

I was able to implement the ideas from this book in my call center.

A must have for your contact center library

Impact Learning International has done it again! There is no contact center topic more important than that of focusing on the biggest expense and the greatest asset...your people. Impact Learning provides excellent advice and practical help in a fun and understandable way. It is based on their many years of experience coaching and training in the contact center industry. I refer to my copy all of the time and have given away several copies to contact center managers. You MUST have a copy of this book in your business library!